Sure Signal Just Stopped Working

[PeterLD]

My Sure Signal 2 was working fine for months then I noticed it had no lights, excpet the red power light. I tried resetting it but it made no difference. I then de-registered it and left it 24hours and re-registerd it and nothing has happened it is still the same, the lights flash for a few minutes then stop. The internet connection is fine as I am using my computer plugged in to the port on the back of the SS. I have opened the ports on my BT Home Hub 5 in case that makes a difference. but nothing does, the SS just sits there. Please dont tell me to check the troubleshooting guide as I have done it all several times and nothing works!

If Vodafone are offering a service to encourage people like me who live in areas with poor signal to use Vodafone, then they need to do more about maintaining that service. Last time it went down in September people were being made to run all sorts of tests on their equipment when Vodafone knew there was an issue with their system. 

[PeterLD]

Just in case you need more info my VSS Serial number is 40122932938

and here is my traceroot info:

traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  2.612 ms  1.201 ms  1.187 ms

 2  * * *

 3  * * *

 4  31.55.187.164 (31.55.187.164)  8.260 ms  7.994 ms  7.980 ms

 5  195.99.127.62 (195.99.127.62)  12.263 ms  14.154 ms

    core3-hu0-1-0-0.faraday.ukcore.bt.net (195.99.127.32)  7.654 ms

 6  peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124)  8.094 ms  7.882 ms

    62.6.201.221 (62.6.201.221)  9.977 ms

 7  lndgw2.arcor-ip.net (195.66.224.124)  10.591 ms  11.498 ms  10.183 ms

 8  85.205.0.93 (85.205.0.93)  9.971 ms  9.832 ms  9.393 ms

 9  * * *

[PeterLD]

Can someone from Vodafone please respond to my post. I have now been without phone signal at my home for a week and I am getting knowhere. BT are telling me they haven't changed anything and if I wish I can subcribe to their tech expert team, which I am not about to do. My next step will be to tke my iPhone 6 back to my Vodafone shop and start a new contract with 3 that have better coverage where I live.

If Vodafone can not provide the service then they are in breach of contract, as they offer Vodafone Sure siganl as a way for their customers in areas of poor coverage to use their phone system and it is not working. I can not stay with a company if my phone does not work in my own home.

[Gemma]

Hi @PeterLD

It’s showing your Sure Signal has been deregistered today.

Please reregister it and then let us know the following:

What light sequence you're now seeing. 

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,

Gemma

[PeterLD]

Hi Gemma,

As I think I have mentionned I had one of Vodafone's 2nd line techs take over my computer and check everything and said all was fine I de-registered my device as I was hoping to buy a new one today as a last resort but my local shop does not have any in stock. 

When I reset the VSS V2 the red light comes on and the 2 White lights flash for about 5 mins then go off just leaving the red power light.

Speed Test:

Ping 8ms

Download 74.5Mbps

Upload 17.5Mbps

Ping Test with Vodafone NL

Packet loss 0

Ping 34ms

Jitter 4ms

My External IP Address is 165.120.26.179

My IPV6 is ::ffff:a578:1ab3

Traceroute

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  12.557 ms  1.048 ms  0.989 ms

 2  * * *

 3  31.55.187.133 (31.55.187.133)  6.916 ms  6.791 ms  6.858 ms

 4  31.55.187.132 (31.55.187.132)  7.640 ms  7.601 ms  7.601 ms

 5  core3-hu0-1-0-0.faraday.ukcore.bt.net (195.99.127.32)  7.561 ms  7.339 ms

    195.99.127.62 (195.99.127.62)  9.088 ms

 6  peer1-xe8-3-0.telehouse.ukcore.bt.net (213.121.193.97)  8.248 ms

    peer1-xe8-1-0.telehouse.ukcore.bt.net (109.159.254.181)  8.962 ms

    peer1-xe10-0-0.telehouse.ukcore.bt.net (109.159.254.122)  8.682 ms

 7  lndgw2.arcor-ip.net (195.66.224.124)  9.367 ms  10.370 ms  8.381 ms

 8  85.205.0.93 (85.205.0.93)  9.499 ms  18.456 ms  15.923 ms

This is from Terminal on a Mac

Sure signal serial number

40122932938

This is the ping test to the VSS V2 on my network

Ping has started…

PING 192.168.1.104 (192.168.1.104): 56 data bytes

64 bytes from 192.168.1.104: icmp_seq=0 ttl=64 time=1.341 ms

64 bytes from 192.168.1.104: icmp_seq=1 ttl=64 time=0.654 ms

64 bytes from 192.168.1.104: icmp_seq=2 ttl=64 time=0.653 ms

64 bytes from 192.168.1.104: icmp_seq=3 ttl=64 time=0.638 ms

64 bytes from 192.168.1.104: icmp_seq=4 ttl=64 time=0.629 ms

64 bytes from 192.168.1.104: icmp_seq=5 ttl=64 time=1.188 ms

64 bytes from 192.168.1.104: icmp_seq=6 ttl=64 time=0.652 ms

64 bytes from 192.168.1.104: icmp_seq=7 ttl=64 time=0.637 ms

64 bytes from 192.168.1.104: icmp_seq=8 ttl=64 time=0.660 ms

64 bytes from 192.168.1.104: icmp_seq=9 ttl=64 time=0.662 ms

64 bytes from 192.168.1.104: icmp_seq=10 ttl=64 time=0.656 ms

64 bytes from 192.168.1.104: icmp_seq=11 ttl=64 time=0.638 ms

64 bytes from 192.168.1.104: icmp_seq=12 ttl=64 time=0.657 ms

64 bytes from 192.168.1.104: icmp_seq=13 ttl=64 time=0.650 ms

64 bytes from 192.168.1.104: icmp_seq=14 ttl=64 time=0.439 ms

64 bytes from 192.168.1.104: icmp_seq=15 ttl=64 time=0.642 ms

64 bytes from 192.168.1.104: icmp_seq=16 ttl=64 time=0.664 ms

64 bytes from 192.168.1.104: icmp_seq=17 ttl=64 time=0.609 ms

64 bytes from 192.168.1.104: icmp_seq=18 ttl=64 time=0.662 ms

64 bytes from 192.168.1.104: icmp_seq=19 ttl=64 time=0.624 ms

--- 192.168.1.104 ping statistics ---

20 packets transmitted, 20 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 0.439/0.698/1.341/0.196 ms

My router is a BT Home Hub 5 it has worked with the VSS for the last 2 years. Well I had a home hub 3 when I first registered the VSS but changed to a Hub 5 and all worked fine without me opening all the ports that are now open. Including 33434 to 33445 which your tech opened at the weekend.

So where do we go from here?

I have been without mobile signal in my home since the 4th December and I work from home.

Peter

[Retired-Matt_B · Accepted solution]

Hi Peter,

Your IP address isn't on our whitelist.

I've requested for it to be added. Please leave your Sure Signal switched on and don't reset it within the next 24 hours.

After this time, the Sure Signal should connect.

Thanks,

Matt B

[PeterLD]

Thanks Matt,

I have had a VSS for the last 4 years with no problem first a V1 then a V2. How can it happen that suddenly my IP address is not on your white list? Did BT change my IP address on the 4th December to cause this problem? Or is it as simple as someone deleting a bunch of IP addresses from Vodafones White list in error. I am sure there are many on this board would be interested to know how a system that has been working for years can suddenly have this problem?

I have just purchased a V3 VSS in desperation as there seems to be no way for users to test there hardware.

Many thanks

Peter

[Retired-Ian_]

Hi @PeterLD 

The IP address isn't on the whitelist, which is why we're in the process of adding it.

We're also looking into why this happened.

Thanks,

Ian

[PeterLD]

Thanks for Getting back to me Ian,

I spoke to someone in 3rd line tech support yesterday evening, I think his name was Bob. He informed me that it would more likely take me 7 days to get my IP address on the whitelist and there was no guarantee it would be put on the list, although my IP was showing as a UK IP address. 
I am not an expert on how ISP's or companies like Vodafone deal with these issues, Bob explained to me that my ISP that is BT, may have simply added a bunch of new IP addresses just like they add phone numbers and Vodafone were not aware of them. This seems logical. 

Last Saturday I tried calling BT and the lady on the other end of the phone had no idea what I was talking about, if I were to try calling BT to see if they had changed my IP address I am not sure I would get anywhere with my quest. 

I understand that these things happen but the most frustrating thing is that when I phone tech support I am met with the same questions every time usually starting with, what is the light sequence on my VSS. I have therefore wasted hours on the phone to vodafone not to mention money, as I have to call from my landline because my mobile wont work  from home due to the lack of signal.

If BT have issued a batch of new IP addresses I am sure there will be many more having the same problems as myself. (I believe BT also run Plus Net?) Yesterday even when I had battled my way through to 2nd line tech support, they were not able to check if my IP was on the whitelist they had to get through to 3rd line tech support. Surely to save both customers and yourselves a lot of wasted time, when VSS's have been working fine and suddenly stopped, checking that their IP addresses are on the list should be one of the first checks carried out? 

Regards,

Peter

[PeterLD]

Well it has taken me just over 2 weeks and hours of phone calls to Vodafone tech support to get my VSS up and running again. About an hour ago the lights on my VSS V2 started flashing again and I could see from the rapidly flashing LED's on the ethernet port that there was a lot of data activity going on. Then about an hour later I get a solid light and back to 5 bars on my iPhone. What a relief! The first text that came through within seconds of connecting was one from Vodafone telling 4G is now live in 40 countries. I am happy just to have a signal!

Thanks to the tech team on here for resolving my issue, but please make your first line tech support aware of the whitelist issue and enable them to check for this problem. It would have saved me hours of phone calls had this problem been diagnosed earlier.

Peter