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Solution

Sure Signal has stopped working

Jamtastic87
2: Seeker
2: Seeker

‎03-05-2014 02:38 PM

Model: 9361 Home Cell V2-V

Part No: 3JR09110ABBA

Serial: 40123543445

MAC: 0C4C3908216D

 

My Sure Signal box has recently stopped working. To begin with, everything seemed fine with the connection & signal, receiving calls, texts & using the Internet but it would not let me dial out, it would fail every call. I restarted the Sure Signal & router & after some time the Sure Signal rebooted & everything seemed fine with the connection & signal, but again it failed every outgoing call. I have now reset both the router, Sure Signal & reconnected all cables. The Internet is back online as normal but the Sure Signal only has the red power light iluminated & has done for the last 12 hours. Both the numbers via My Vodafone are still programmed to the box but neither has signal now. I'm presuming because only one light is iluminated...

 

Can anybody help? I have emailed Vodafone support but I have heard nothing back yet.

 

Thanks in advance.

 

:smileyhappy:

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7 REPLIES 7

Retired-Andy
Moderator (Retired)
Moderator (Retired)

‎04-05-2014 06:55 PM

Hi Jamtastic87,

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

Andy

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Jamtastic87
2: Seeker
2: Seeker
In response to Retired-Andy

‎04-05-2014 07:31 PM

Hi Andy,

 

I have already seen the troubleshooting thread so please see details below.

 

IP Address: 2.97.31.99

 

Speed Test

 

Ping Test 

 

 

Traceroute

JCs-MacBook-Air:~ Jamie$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  192.168.1.1 (192.168.1.1)  4.539 ms  1.063 ms  1.015 ms
 2  host-2-97-16-1.as13285.net (2.97.16.1)  24.517 ms  24.804 ms  25.130 ms
 3  host-78-151-226-185.as13285.net (78.151.226.185)  31.741 ms  29.607 ms  67.511 ms
 4  host-78-151-226-204.as13285.net (78.151.226.204)  30.848 ms
    host-78-151-225-100.static.as13285.net (78.151.225.100)  30.010 ms
    host-78-151-225-76.static.as13285.net (78.151.225.76)  30.628 ms
 5  host-78-144-9-51.as13285.net (78.144.9.51)  39.592 ms
    host-78-144-9-59.as13285.net (78.144.9.59)  38.512 ms
    host-78-144-9-27.as13285.net (78.144.9.27)  36.664 ms
 6  host-78-144-11-16.as13285.net (78.144.11.16)  42.845 ms
    host-78-144-11-30.as13285.net (78.144.11.30)  38.844 ms
    host-78-144-0-210.as13285.net (78.144.0.210)  35.832 ms
 7  xe-10-0-1-xcr1.lsw.cw.net (166.63.217.37)  41.737 ms
    xe-1-0-0.xcr1.lns.cw.net (195.59.77.21)  54.928 ms
    xe-10-0-1-xcr1.lsw.cw.net (166.63.217.37)  37.492 ms
 8  * ae12-xcr1.lns.cw.net (195.2.28.26)  69.775 ms *

 

Thanks,

 

Jamie

 

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Sukhi
Moderator (Retired)
Moderator (Retired)
In response to Jamtastic87

‎05-05-2014 11:02 AM

Hi Jamtastic87

 

Everything looks ok with the details you've provided. I'd recommend trying a factory reset on the Sure Signal.

 

VSS Factory Reset

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour.

 

Thanks

 

Sukhi

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Jamtastic87
2: Seeker
2: Seeker

‎05-05-2014 01:57 PM

Hi Sukhi,

I have already tried this twice. Do you recommend doing another one?

Thanks,
Jamie
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Retired-Matt_B
Moderator (Retired)
Moderator (Retired)
In response to Jamtastic87

‎06-05-2014 08:33 AM

Hi Jamie,

 

I can see that your Sure Signal successfully updated with our servers last night.

 

Are you still facing the issue?


Thanks,

Matt B

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Jamtastic87
2: Seeker
2: Seeker

‎06-05-2014 03:12 PM

Hi Matt,

Still having the same issue, yes.

Thanks,

Jamie
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Jenny
Moderator (Retired)
Moderator (Retired)

‎06-05-2014 05:04 PM

Hi Jamtastic87,

 

Having a solid power light only means there is usually an internet or port problem.

 

Please try the following:

 

Check the physical connection between your Sure Signal and the router/modem.

In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.

 

In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

 

To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.

 

There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.

 

There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.

 

 

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

 

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:

8 – TCP/UDP                 (All routers)

50 – TCP/UDP               (All routers)

53 – TCP/UDP               (Virgin Super Hubs)

67 – UDP                      (Virgin Super Hubs)                                                    

68 – UDP                      (Virgin Super Hubs)                                        

123 – UDP                    (All routers)     

500 – UDP                    (All routers)     

1723 – TCP/UDP           (BT Home Hubs)          

4500 – UDP                   (All routers)     

33434 – 33445 – UDP    (Virgin Super Hubs)

 

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

 

 

Many thanks

 

Jenny

 

 

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