Sure Signal V3 not connecting

[Tom303]

Hi there,

We are having a bit of an issue with our Sure Signal (v3 latest model).

The device switches on and goes through the motions, however, every time it ends up with the following lights:

I have followed the troubleshooting steps on this forum but have had no luck. I've also reset the unit, left it unplugged for an hour or two and tried again, etc.

I have replaced the unit so it doesn't seem to be a hardware issue.

Please can anyone offer any advice or help with troubleshooting? I've read that there's also a vodafone whitelist of some kind?

Many thanks,

Tom

[Retired-Laura]

Hi @911c4 

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,

Laura

[pileoveal]

Hi,

My sure signal was set up around a week ago , it took around 8 hours and then it started working and I recieved a text to say it is connected. It has worked fine since then.

I have come from work to find that all of a sudden it is not connecting. I have 0 reception in my room again. The first three lights are Red, White,white in that order. The only light which is not on constant is the "in use light" which is has not flashed since I have had this problem.

I am not wanting to use the reset button for fear of it taking 8 hours again!

My serial number is 40130411891 .

Colin

[911c4]

Hi Laura

My sequence of lights does not appear in the Sure Signal Troubleshooting section for the v3.

Speed Test - Ping 25ms Download 25.48Mbps Upload 1.83Mbps

Ping Test - Ping 36ms Jitter 8ms Grade B*

External IP 86.155.55.153

Traceroute result:

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
 1  bthomehub (192.168.1.254)  3.565 ms  2.618 ms  1.796 ms
 2  * * *
 3  31.55.185.133 (31.55.185.133)  26.398 ms *  224.045 ms
 4  31.55.185.172 (31.55.185.172)  57.882 ms  65.135 ms  32.329 ms
 5  195.99.127.16 (195.99.127.16)  28.880 ms  31.693 ms  32.443 ms
 6  peer1-xe3-1-0.telehouse.ukcore.bt.net (109.159.254.213)  35.401 ms  28.296 ms  27.556 ms
 7  lndgw2.arcor-ip.net (195.66.224.124)  30.256 ms  39.553 ms  28.424 ms
 8  85.205.0.93 (85.205.0.93)  29.390 ms  28.946 ms  50.298 ms
 9  * * *
10  * * *
11  * * *
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Sure Signal SN - 40124218450

Thanks, hope you can help

[Retired-Sarah]

Hi @911c4 

You’re trace route is looking fine.

Please can you try a different Ethernet cable with your Sure Signal.

If this still doesn’t activate, please deregister and leave alone for six hours and the re-register.

@pileoveal - Please can you advise us the below information so we can help.

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

[pileoveal]

Sarah

Speed Test : Ping 7ms   Download 19.05 Mbps Upload 17.89 Mbps

Ping Test - Ping 35ms Jitter 18ms Grade B*

My IP : 109.246.72.62

Traceroute Result: 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Colin>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 3 ms 3 ms 1 ms 109.246.72.1
3 7 ms 6 ms 7 ms 109.246.71.33
4 4 ms 6 ms 6 ms 109.246.46.154
5 7 ms 8 ms 9 ms 109.246.0.120
6 12 ms 14 ms 13 ms 109.246.32.127
7 17 ms 20 ms 24 ms host-46-18-173-41.in-addr.ixreach.com [46.18.173
.41]
8 11 ms 13 ms 11 ms r1.the.lon.ixreach.com [91.196.184.186]
9 17 ms 15 ms 17 ms ldngw1.arcor-ip.net [195.66.224.209]
10 14 ms 15 ms 14 ms 85.205.0.93
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.

Sure signal Serial is: 40130411891

All other information regaring lights etc is the same as before.

I performed a full reset last night and 24 hours has passed since this reset and I have the same situation.

Colin

[Retired-Matt_B]

Hi @pileoveal,

Everything looks fine with the results you've provided.

I suspect this is an issue that you'll need to discuss with your ISP as there set up may be preventing the connection.

You can rule out any hardware issue with the Sure Signal by testing it in another address, on a different connection.

Thanks,

Matt B

[pileoveal]

Hi Matt_B

The Suresignal was working previously and only stopped working on Monday night, it seems to be the connection between the phone and sure signal if its not connecting or ever lighting the "in use" light? I've had the " your sure signal is set up and ready to use message"

I can't imagine my ISP will have any information about vodafone sure signal use? Do you know how I go about asking the question if they don't know what a Vodafone sure signal is?

Colin

[pileoveal]

Matt_B

I haven't heard from you on my last point. I have now had the sure signal work intermittently, ie for a day it connected fine and I had full signal. The next time I enter the house no connection?!?

Colin

[Retired-Sarah]

Hi @pileoveal and @911c4 

Please can you ensure the following ports are opened, to ensure nothing is preventing the Sure Signal from connecting:

Ports to be opened for forwarding

• 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)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

Once the above steps have been followed please perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Thanks, 

Sarah

[911c4]

Hi Sarah

I have a BT Home Hub 3 and while I can get into the port forwarding page I can't work out how to configure it as it is set up to allow certain games or applications to be configured. When I try to configure it for a new application, ie Sure Signal it asks for the port range to be translated to another range. Any ideas?

My router is set to allow all outgoing connections.