Sure Signal no signal

[miller2010]

Hi

Could I get someone to check my Sure Signal and network area please? I have lost signal for the second time today and only have the red light illuminated again with no white light.

Thanks,

Tony

[miller2010]

Ok Vodafone, signal came back just after midnight, was lost again this morning and now restored again (for how long is anyone's guess???

Mini-rant coming up here:

It would be really useful and good business practice to set up an auto-generated email to customers with Sure Signal when outages are planned or unplanned outages occur. For planned outage it would let your customers plan i.e. divert phones to a landline or other network mobile. For unplanned at least we would let us know the network was down and there is no point in jumping through the inevitable hoops of restarting this / rebooting that etc etc

I NEED my fone for work - I am one of the '77% of emergency services that rely of vodafone' so come on - sort it out Voda and give us some resilience (or even better a network signal that doesn't rely on Sure Signal!!!!

Tony.

________________________________________________________________________

Blackberry Z10 running 10.3.140 on Vodafone

[AndyRostron]

Tony, you are absolutely spot on. I've worked in IT for 23 years and never come across a company that solely relies on customers having to post on a forum before they do anything. Woeful customer service. You can tell by the number of posts that they have widespread issues with VSS but never acknowledge that. An email or text alert to suresignal users when there are known issues would be a simple solution. I know vodafone can do this because we have a corporate account with them and I receive email alerts at work when they have known issues.

[miller2010]

Absolutely - totally poor show and a disregard for good customer care

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[miller2010]

Hi Matt,

The troubleshooting tool is useful however didn't work again to resolve the issue at the weekend. I have enclosed the data below to let you analyse it although all seems to be working ok at the moment. I'm unsure whether it's a Sure Signal box issue, the Sure Signal network issue or something else although my internet speed has been >12mbps all through the time of the outages.

It would be good if notification either by email or text alert came when works were planned, SS software upgrades were being applied (if you do this?) and unplanned downtime / outage is experienced so that I (and others) can plan and are not left scrabbling about wonder if it's our internet, or your service or something else?

Thanks for any help / info you can provide and let me know if the Sure Signal requires replaced as the outages seem to be happening more often and I really don't think it's my broadband / internet.

Tony.

My details are:

Speed test: 12.78 Mpbs

Ping: Packet loss 0%, Ping 45ms, Jitter 2%

IP: 92.28.161.11

Tracerroute:

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  ROUTER [192.168.1.1]
  2    14 ms    14 ms    14 ms  host-92-28-160-1.as13285.net [92.28.160.1]
  3    20 ms    19 ms    19 ms  host-78-151-229-21.as13285.net [78.151.229.21]
  4    21 ms    20 ms    20 ms  host-78-151-225-112.static.as13285.net [78.151.2
25.112]
  5    27 ms    27 ms    28 ms  host-78-144-8-25.as13285.net [78.144.8.25]
  6    27 ms    27 ms    26 ms  host-78-144-0-120.as13285.net [78.144.0.120]
  7    27 ms    63 ms    26 ms  xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37]
  8    27 ms    26 ms    26 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 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.

Sure Signal Serial No: 40114274059

[DaveCD · Accepted solution]

Hi miller2010

I'm pleased to see that this is now running.

Your traceroute appears fine as does the information you've provided.

I can't see any faults at this end and have resynched the unit to clear any which may be in the background.

If you're still having issues, please advise us the lights you're seeing on the device.

DaveCD

[miller2010]

Thanks Dave,

Will let you know if there are further issues, I had no lights other than the power light at the weekend when it wasn't working. Will let you know if there are any recurring issues.

Cheers,

Tony

[THODSON]

I have a similar issue, red power light on only. Will not allow factory reset, left on for 20 hours and still nothing.

Ping 7ms

Download speed 26.78

Upload speed 2.01mbps

Ping 21ms

Jitter 3ms

IP address : 80.1.32.201

IPV6 address: ::ffff:5001:20c9

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\TOM>tracert212.183.133.177
'tracert212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\TOM>tracert 212.183.133.177

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

  1    33 ms     9 ms    13 ms  cpc18-stre5-2-0-gw.1-1.cable.virginm.net [80.1.3
2.1]
  2    13 ms     9 ms     8 ms  bagu-core-2a-ae3-1646.network.virginmedia.net [8
0.5.161.101]
  3    10 ms     9 ms    14 ms  manc-bb-1d-ae10-0.network.virginmedia.net [80.5.
161.241]
  4    10 ms    11 ms    11 ms  manc-bb-2a-ae3-0.network.virginmedia.net [62.254
.42.117]
  5    24 ms    36 ms    15 ms  leed-bb-2a-ae0-0.network.virginmedia.net [62.254
.42.66]
  6    12 ms     9 ms    11 ms  leed-bb-1c-ae0-0.network.virginmedia.net [62.254
.42.126]
  7    20 ms    20 ms    18 ms  62.252.224.238
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 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.

Serial number: 40131543312

[Retired-Andy]

Hi THODSON,

Your speed test and ping test are fine.

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

Your traceroute doesn’t reach our servers, so check to make sure you’ve got the following ports 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

Another option to try is a different Ethernet cable between the Sure Signal and your router.

If this doesn't help, try the device in a different location such as a family member or friend's house.

Thanks,

Andy