Sure Signal is a nightmare

[jdjdjd]

I have the latest SS3 and it now rates as the worst piece of technology in my house.  It works when it want to then completely gives up trying for days on end.  I have done numerous resets, reboots, unplugs, cable in, cable out etc etc etc etc and it still sits there as a useless doorstop.

When it works it's great but I cannot pay £100 for something that is this unreliable.  I am also spending hours of my time tring to figure this thing out to make it work.

For the last three days it has had a solid red light but a slow flashing connection light.  It just doesn't work.

Can I have my money back please?

[sjbenton]

Andrew,

1.29 mbps down

.78 mbps up

Ping 32ms

Jitter 1 ms

0 packets lost

81.139.73.83

Serial Number 4013272902

red light flashing and orange phone in brackets constant

website intermittent in allowing access to register and manage

Tried old sure signal and new one purchased same result, was okay up to a few days ago

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Stephen Benton>tracert 212.183.133.177

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

  1     3 ms     1 ms     1 ms  homeportal [192.168.1.254]   2     2 ms    30 ms    31 ms  host81-139-64-1.in-addr.btopenworld.com [81.139. 64.1]   3    31 ms    33 ms    28 ms  213.120.178.141   4    33 ms    31 ms    30 ms  213.120.177.98   5    32 ms    31 ms    31 ms  217.41.168.75   6    33 ms    31 ms    30 ms  217.41.168.107   7    33 ms    33 ms    31 ms  acc1-10GigE-0-1-0-7.l-far.21cn-ipp.bt.net [109.1 59.249.118]   8    39 ms    40 ms    37 ms  core1-te0-15-0-7.faraday.ukcore.bt.net [109.159. 249.37]   9    31 ms    31 ms    31 ms  peer1-xe-8-2-0.telehouse.ukcore.bt.net [213.121. 193.129]  10    33 ms    33 ms    52 ms  lndgw2.arcor-ip.net [195.66.224.124]  11    34 ms    33 ms    30 ms  85.205.116.10  12     *        *        *     Request timed out.  13     *        *        *     Request timed out.  14  ^C C:\Users\Stephen Benton>

C:\Users\Stephen Benton>

[sjbenton]

Andrew

Screen dump attached

[Retired-Andy]

Hi sjbenton,

Thanks for the information. Your speed test, ping test and traceroute are fine.

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

The lights you’re seeing show that the Sure Signal is having problems connecting to the router.

Can you check the connections to make sure they’re solid and that the router is set up correctly with the right ports forwarded?

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:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT customers only) - TCP/UDP

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).

BT Infinity Customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

Once this has been selected please restart your router and Sure Signal.

Check your MTU settings.

Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.

Change the value of the MTU size to 1500.

Log out of the router, this will usually result in a reboot.

Perform a reset of 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.

The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.

I’m not aware of any issues with the website.

Try clearing your browser cache and cookies to see if this fixes it.

Also, do you see the same issue with a different browser?

Can you also confirm the Sure Signal serial number please? They’re usually 11 digits long and the one you’ve given is only 10.

Let me know how you go on.

Cheers,

Andrew

[sjbenton]

Sure Signal lost two days ago, no service, no support!