Sure Signal V1 - lights 1,2 & 4 on but no 3G signal

[Kathh]

Have tried reset and deregistering and deregistering but to no avail. Still no 3G signal. Has worked previously though not sure how reliably since we moved house and I changed address. Any help much appreciated.

[Retired-Dave]

Hi Kathh,

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.

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

Dave

[Kathh]

Thanks, results as follows:

Your speed test results from here.
Ping 26ms, download speed 3.60Mbps, upload speed 0.6 Mbps

Your ping test results from here.
Line qualtiy B*, ping 33ms, jitter 3ms, unable to test packet loss

Your external IP address from here.
81.174.246.96

The results of a traceroute.

VSS Traceroute command

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     2 ms     4 ms     2 ms  192.168.0.1
  2    19 ms    22 ms    18 ms  lo0-central10.pcl-ag08.plus.net [195.166.128.189
]
  3    19 ms    20 ms    19 ms  link-b-central10.pcl-gw02.plus.net [212.159.2.19
0]
  4    21 ms    20 ms    22 ms  xe-9-1-0.pcl-cr02.plus.net [212.159.0.222]
  5    21 ms    53 ms    21 ms  ae1.ptw-cr02.plus.net [195.166.129.2]
  6    18 ms    26 ms    19 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  7     *       19 ms     *     te-4-2.car5.London1.Level3.net [217.163.45.249]

  8    19 ms    20 ms    19 ms  ae-51-51.csw1.London1.Level3.net [4.69.139.88]
  9    20 ms    20 ms    19 ms  ae-115-3501.edge3.London1.Level3.net [4.69.166.1
30]
 10    23 ms    21 ms    21 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
 11    23 ms    30 ms    50 ms  195.2.30.61
 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.

[Retired-Andy]

Hi Kathh,

Everything is fine with your speed test and ping test.

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

Your traceroute doesn’t hit our servers so this may be a cause of your issue.

Can you re-run the test and post the results?

So we can dig a little deeper, can you post your Sure Signal serial number please?

Cheers,

Andy

[Kathh]

Serial no is 21197078245

Running test again gives:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     2 ms     2 ms     2 ms  192.168.0.1
  2    46 ms    22 ms    19 ms  lo0-central10.pcl-ag08.plus.net [195.166.128.189
]
  3    19 ms    19 ms    19 ms  link-b-central10.pcl-gw02.plus.net [212.159.2.19
0]
  4    25 ms    21 ms    21 ms  xe-9-1-0.pcl-cr02.plus.net [212.159.0.222]
  5    20 ms    19 ms    29 ms  ae1.ptw-cr02.plus.net [195.166.129.2]
  6    30 ms    19 ms    19 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  7    20 ms    72 ms    23 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]

  8    19 ms    39 ms    24 ms  ae-51-51.csw1.London1.Level3.net [4.69.139.88]
  9    19 ms    19 ms    19 ms  ae-115-3501.edge3.London1.Level3.net [4.69.166.1
30]
 10    31 ms    20 ms    22 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
 11    24 ms    34 ms    27 ms  ae3-xcr1.lsw.cw.net [195.2.30.53]
 12    19 ms    19 ms    20 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
 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.

[janedrak]

I have the same problem and been on hold with vodafone for almost an hour!!!!!!! Shocking service!!!!

[janedrak]

1 hour 3 mins I have been on hold now, absolutely madness

[Retired-Ian_]

Hi Kathh,

Thanks for supplying that.

I can see that you've registered the Sure Signal on Sunday, but it hasn't contacted the servers since October last year. Is that the time you moved?

I'd like you try a factory reset.

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.

Hi janedrak,

If you haven't managed to get things sorted try the troubleshooting guide and post back.

Thanks

Ian

[Kathh]

Thanks - have tried that but can't see that it's made any difference. Lights 1,2 and 4 only still on.

[Retired-Andy]

Hi Kathh,

Your Sure Signal still hasn’t updated against our servers.

Make sure that all cable connections are secure.

Do you have the option of trying a different Ethernet cable between the router and Sure Signal as well?

Also, check to make sure the following ports are open/forwarded on your router:-

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

Can you try the following extended reset process to see if it works:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• Re-insert the Ethernet cable.

If this doesn’t work, the next thing would be to try the Sure Signal in a different location.

If it doesn’t work there, it’d suggest the unit is faulty.

Given the age of the device, it’s no longer covered by the warranty so a repair would be chargeable.

You may wish to consider a new Sure Signal for £100.

Let me know how you go on.

Cheers,

Andy