Sure Signal 2 not connecting

[dgjeffrey]

My SureSignal 2 will not connect. It has been like this for days despite a factory reset, router factory reset and a lot of patience! Can someone help me out here please?

Pingtest, Packet loss 0%, jitter 2mS, ping 43mS.

Series No.40112855792.

External IP: 80.229.172.241

Traceroute to 212.168.0.1 seems to stall at 85.205.0.93:

C:\Users\Home>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 192.168.0.1

2   39 ms   38 ms   44 ms lo0-central10.pcl-ag03.plus.net [195.166.128.184

]

3   38 ms   39 ms   39 ms link-a-central10.pcl-gw01.plus.net [212.159.2.16

8]

4   38 ms   39 ms   39 ms xe-10-2-0.pcl-cr01.plus.net [212.159.0.200]

5   39 ms   39 ms   39 ms ae1.ptw-cr01.plus.net [195.166.129.0]

6   47 ms   39 ms   39 ms ldngw1.arcor-ip.net [195.66.224.209]

7   41 ms   41 ms   39 ms 85.205.0.93

8     *       *       *     Request timed out.

This looks like Vodafone to me? WHOIS giving:

inetnum:        85.205.0.0 - 85.205.0.255
netname:        VDF-ON-1
country:        DE
descr:          Vodafone Group Services

[Retired-Ian_]

Hi dgjeffrey,

It would be helpful if you could let us know the light sequence you see.

Your Sure Signal hasn't connected to our server in over a month.

I recommend trying a different Ethernet cable into the Sure Signal.

If that doesn't work, please try the Sure Signal at a different location, with a different ISP.

That will rule out an issue with the ISP at your home address.

Thanks,

Ian

[dgjeffrey · Accepted solution]

Hello,

Thanks for the reply. The lights were flashing together. Called in today via chat and a lady explained that it hadn't connected for some time (sinec 20 Sept). It seems my router firmware was corrupt as half the interface wasn't responding and it was locking ports. I've changed router and within 20 minutes it was on and a happy suresignal!

All solved!

Many thanks though and to the lady on the phone today. Certainly recomment the chat link via the webiste,

[ally-TVR]

I can’t believe the number of people having this same problem in the last few days.

 My sure signal V2 has been working fine for over a year and then suddenly it won’t connect for the last 2 days. I have a solid power light but the next two are both flashing together. I have tried all the usual resets but nothing works, I have even tried a different port on the router and a different Ethernet cable, nothing works.

Because I live in rural Norfolk there is no signal at all so I can’t even call Vodafone on 191 and can’t find the landline number anywhere.

My friend is on EE and has a good signal at my house so maybe it’s time for a change unless some can help.

[Retired-Sarah]

Hi,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

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

Sarah

[mattfitch]

Hi

I cant get a suresignal 2 working. It would show two lights solid, the red power light and the network light. The phone light has never gone solid. I have tried the reset methods but it doesnt seem to follow what they say. If i hold in the reset button continuously the power button stays red, and the other two pulse every say 30 secs. You pull the power cable and reinsert, the lights dont go solid they just pulse every 30 secs. if you then release the reset button then the unit will eventually flash both the network and phone light. This goes on for ever and may be it might stop flashing and the network light will go solid, but the phone light will never go solid.

The unit is shown as registered, i have the email and two numbers listed.

results below

speed down 92, up 6, ping 15  on virgin media

ping 28ms jitter 2ms

82.19.50.91 

Serial Number * 40122428028 Status active

Location Postcode SO30 3  Date of registration 13/11/2014 19:43:24

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved. C:\Users\Matt> 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 TEW-639GR [192.168.10.1] 2 8 ms 8 ms 10 ms cpc18-sotn9-2-0-gw.15-1.cable.virginm.net [82.19.50.1] 3 9 ms 5 ms 8 ms sotn-core-2b-xe-1103-0.network.virginmedia.net [62.255.45.37] 4 121 ms 27 ms 15 ms brhm-bb-1b-ae13-0.network.virginmedia.net [62.253.175.34] 5 * * * Request timed out. 6 * 15 ms 12 ms brhm-bb-1c-ae0-0.network.virginmedia.net [62.254.42.110] 7 * * * Request timed out. 8 17 ms 22 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124] 9 16 ms 20 ms 18 ms 85.205.0.93 10 * * * Request timed out. 11 * * * Request timed out. 12 * * * Request timed out. 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.

[DaveCD]

@mattfitch 

I can see the traceroute fails at step 5 and this may be to do with your router.

Please ensure that in your router settings, the IPSeC option is enabled (this is defaulted to disabled).

DaveCD

[mattfitch]

Hi Dave, thanks for the reply

I have looked through all the router settings and can find no option to switch this on Ipsec ??

I have tried switching all options on, creating rules etc but cant seem to get past point 5 on the trace which times out.

Any ideas , router is a trendnet tew 639 gr, although i may look to replace it.

Thanks

Matt

[Jenny]

Hi @mattfitch

You’ll need to contact Virgin, as they can help with your router settings.

Thanks,

Jenny

[mattfitch]

Hi Jenny

I use the virgin router in modem only mode so the settings make no differance. I use a  trendnet router in a differant location for lan and wifi. I still cant get this to work . Have tried turning on and off all settings in the router , whether i understand it or not, just to try and get passed stage 5 but no luck

Matt