Sure Signal 2 Stopped Working

[Certainly_Fake]

Hi in the last couple of weeks my Sure SIgnal 2 has stopped working - it just sits there either with just the red light on or flashing both white lights with the red light on - which isn't a condition covered in the help info.  I've done numerous hard resets and also removed the unit from the system and re-added it.  All to no avail - help !

Here is the usual data requested:

Serial No: 40113863654

Speed: U/D   0.6/3.0 Mbps

Ping: 25mS

0% packet loss/0mS jitter

External IP address(not static) :81.132.195.229

Trace:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1

  2    19 ms    19 ms    19 ms  217.32.147.10

  3    21 ms    21 ms    21 ms  217.32.147.78

  4    22 ms    23 ms    22 ms  213.120.176.26

  5    22 ms    22 ms    21 ms  217.41.168.239

  6    22 ms    22 ms    22 ms  217.41.168.109

  7    22 ms    23 ms    22 ms  109.159.249.242

  8    26 ms    30 ms    22 ms  core1-te0-15-0-16.faraday.ukcore.bt.net [109.159

.249.157]

  9    22 ms    22 ms    32 ms  host213-121-193-129.ukcore.bt.net [213.121.193.1

29]

10    36 ms    24 ms    26 ms  lndgw2.arcor-ip.net [195.66.224.124]

11    25 ms    25 ms    24 ms  85.205.116.10

12     *        *        *     Request timed out.   (this repeats to 30)

[Retired-Dave]

Hi Certainly_Fake,

Those details all look fine, so as a first check I've resynched the Sure Signal for you.

Can you reset it for me so we can see if that clears any issues?

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Dave

[Certainly_Fake]

Hi Dave - thanks for that - I did reset it - as I have many times - but it seems to make no difference.  Still sitting there with the red light only on - it does try to connect a few times a day as it is now - with both light flashing - but then just goes back to the red power light.

So what next ?

Can I access the femto directly - does it have a built in web server - as far as I am aware they don't.

This is becoming somewhat annoying now as I hardly have any coverage at home - obviously.

[Lee_Hutton]

Hey there,

This is exactly the same issue as my VSS2 is experiencing.

For the last 2 days only the red power light is on. If I perform a reset (30s press of reset button etc) then the other two lights come on and start flashing. They do this for a little while and then return to just the power light remains on. I have tried this on two seperate routers and connections and the same thing happens.

I can see that the unit has been assigned an IP addresses and I can ping this with no issues. The lights on the rear above the router connection are both on, orange led is constant and green led is flashing at different speeds, which would suggest some communication is being made.

Please help as I now have 0 signal in the area I live.

VSS2 SN is 40121426437

[Sukhi]

Hi Certainly_Fake

The next step would be to test it on a different connection. Are you able to take it around to a friend’s house? This will help determine if the issue lies with the SS your ISP.

Lee_Hutton can you provide the following?

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Sukhi

[Certainly_Fake]

Hi Sukhi

My ISP is BT - the largest ISP in the UK!   I can only take it to another BT user's home !

Also please confirm what ports that need to be open on my firewall.

Note however that this unit used to work until a 2-3 weeks ago - feels to me that Vodafone has changed something on your management or provisioning platforms or your femto gateway.

Has anything been changed ?

[Lee_Hutton]

Hi Sukhi,

Like Certainly_Fake, my ISP is BT. Internet has and is still working fine, Sure Signal just suddenly stopped working and I am confident that it is not the connection. Although being slow, Sure Signal has worked fine ever since I have had it.

I have a second, older Sure Signal 1, which works on my connection and also my partners. My newer Sure Signal 2 doesnt work on her connection either.

Here are my results from the tests you requested.

Regards Lee

Sure Signal Serial Number

40121426437

Speedtest.net

Ping – 26ms

DL – 2.45Mbps

UL – 0.37Mbps

Pingtest.net

Packet Loss – 0%

Ping – 88ms

Jitter – 20ms

Whatsmyip.net

IP Address is - 86.172.64.205

IPV6 Address is - ::ffff:56ac:40cd

Tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.254]

  2    61 ms    59 ms    74 ms  esr4.reading4.broadband.bt.net [217.41.220.143]

  3    53 ms    49 ms    59 ms  217.41.220.30

  4    18 ms    18 ms    18 ms  213.1.69.126

  5    18 ms    18 ms    18 ms  217.41.169.103

  6    44 ms    39 ms    54 ms  217.41.169.229

  7    18 ms    23 ms    18 ms  217.41.169.109

  8    97 ms    88 ms    99 ms  acc2-xe-5-2-3.sf.21cn-ipp.bt.net [109.159.251.249]

  9    29 ms    27 ms    27 ms  core2-te-0-4-0-17.ealing.ukcore.bt.net [109.159.251.61]

 10    35 ms    24 ms    28 ms  peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.254.112]

 11    29 ms    27 ms    27 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    56 ms    83 ms    99 ms  85.205.116.14

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

 17     *        *        *     Request timed out.

 18     *        *        *     Request timed out.

 19     *        *        *     Request timed out.

 20     *        *        *     Request timed out.

 21     *        *        *     Request timed out.

 22     *        *        *     Request timed out.

 23     *        *        *     Request timed out.

 24     *        *        *     Request timed out.

 25     *        *        *     Request timed out.

 26     *        *        *     Request timed out.

 27     *        *        *     Request timed out.

 28     *        *        *     Request timed out.

 29     *        *        *     Request timed out.

 30     *        *        *     Request timed out.

Trace complete.

[Retired-Andy]

Hi Certainly_Fake,

The ports you need to have open are as follows:-

Port Number

8          TCP      UDP    

50         TCP      UDP    

53         TCP      UDP      

67                     UDP                                                    

68                     UDP                                        

123                   UDP    

500                   UDP    

1723     TCP      UDP    

4500                 UDP    

33434 - 33445    UDP    

I’ve checked and we’ve made no changes to the system from our end.

The only thing I can suggest is that you check with BT to see if they’ve updated anything from their end.

Hi Lee_Hutton,

Everything is fine with your speed test, ping test and traceroute.

Your IP address is on our whitelist, so no problems there either.

To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

[Lee_Hutton]

Hi Andrew,

I did that and it has done exactly the same as it always does after a reset or power up.

White lights flash for approx 10mins and then go out and the unit sits there just showing the red power light.

[Lee_Hutton]

Still nothing, has been sat with just a red light on since the sync and reset.

4 days now without signal. Can I get moneyback off my bill?