Sure Signal not transmitting a 3G signal

[Retired-George]

This issue presents the following symptoms:

For version 1 Sure Signal (the one with four lights on the front):

• Lights one and two are solid which indicates the Sure Signal is connected, but isn't giving a 3G signal.
• Light four doesn’t light up or lights occasionally and then goes out at certain times of day.

For version 2 Sure Signal (the one with 3 lights on the front): 

• The power and system lights are both solid, indicating that the Sure Signal is giving a 3G signal.
• Your registered phones don’t pick up a 3G signal.

For version 3 Sure Signal (the plug in version):

• Power, internet and service lights are solid and the ‘in use’ light is either solid or flashing
• Your registered phones don’t pick up a 3G signal

Troubleshooting steps:

Check that your broadband connection meets our minimum requirements.
Please run the broadband speed checker.

If your connection fails any part of the test, this indicates an issue with your Internet Service Provider (ISP) and you’ll need to contact them to discuss this.

Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.

To ensure the Sure Signal broadcasts at the correct frequency, it sends and receives small amounts of data to a Network Time Protocol Server hosted by ourselves. If these packets of data take longer than 240ms to make a round-trip, the accuracy can no longer be ensured and so the Sure Signal will automatically stop broadcasting and light four will go out.

Check for planned maintenance.

Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Reset your Sure Signal:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

The Sure Signal will be back online in around 1 hour.

Configure your Router Firewall.
The IP address and ports used for NTP (Network Time Protocol) synchronisation are listed below. You may need these to configure the correct firewall settings on your router.

This step isn’t usually necessary, but it may help if you’re using a complex network (such as a corporate or office LAN), or a complex router.

We recommend contacting your ISP or router manufacturer directly for detailed instructions on exactly how to change your router settings. Alternatively, select your router make and model over at http://portforward.com and follow the default guide there.

Destination IP addresses:

• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

• Protocol = UDP
• Port = 123

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

Perform a PathPing to our server.

In order to check if the Sure Signal's able to communicate with our NTP server, a PathPing can be performed as a test. In order to do this, you'll need to open the command prompt in Windows as follows:

• For XP just click Start > Run and type cmd then hit enter
• For Vista/Windows 7, press Start and type 'cmd' into the search bar
• Right click the result and click ‘Run As Administrator’

Once you're in the command prompt, type in PathPing 212.183.133.181. This will perform a trace route to the NTP server and will show you the route it took to get there. One of the columns will display packet loss, if this occurs before hitting our server, you'll need to contact your ISP for further assistance.

If you've completed all the troubleshooting steps above and not identified the cause of the issue, your Sure Signal may be faulty. Please post in this thread and we can look into it further.

Thanks,

Jenny

[philip42h]

Oops, too late to edit my typo:

should read:

• 100% of your data packets have been 'lost' before reaching hop 6 - in the Global Crossing network

Which is the Vodafone gateway - VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net

I note also that hop 5 - - is in Amsterdam according to Visual Route 2010 Lite which, if true, might be another issue?

[Jam]

Just a quick question. When the Internet light is solid, does this mean that the port and everything else has been connected properly?

[NozzaC]

Hi

My suresignal Model 9361 Home Cell p3.0, Serial 40132734357 has stopped linking to my phone for the last week or so I think.

The white lights are showing except the phone one. No 3G signal appears on my phone

Nothing else has changed at my end.

Thanks

Neil

[Gemma]

Hi jhs,

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.

Hi NozzaC,

We’ve requested the new firmware to be sent out to you, please leave your Sure Signal switched on and connected for the next 24 hours.

Thanks,

Gemma

[NozzaC]

Hi

Did the firmware make it to my SS OK? It's still not working. Two white lights plus the red power light on. No sign of a 3G signal.

In case it helps:

Serial: 40132734357
Speedtest: D/L=32.79, U/L=6.39
Pingtest: B* line quality, jitter 7ms, ping 13ms
My IP is currently: 2.24.214.113

Traceroute:

C:\WINDOWS\system32>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  192.168.1.254
  2     5 ms     5 ms     6 ms  213.1.112.219
  3     7 ms     7 ms     6 ms  213.1.117.110
  4     8 ms     8 ms     9 ms  213.1.67.238
  5    10 ms     8 ms     9 ms  213.1.78.252
  6     8 ms     8 ms     8 ms  213.1.79.34
  7     9 ms     8 ms     9 ms  87.237.20.240
  8    22 ms     9 ms     9 ms  87.237.20.34
  9    11 ms    11 ms    11 ms  bundle-ether1.lontr1.London.opentransit.net [193
.251.255.101]
 10    30 ms    10 ms    10 ms  level3-1.GW.opentransit.net [193.251.255.80]
 11    11 ms    10 ms    10 ms  vl-3501-ve-115.csw1.London1.Level3.net [4.69.166
.129]
 12    10 ms     9 ms    10 ms  ae-120-3506.edge4.London1.Level3.net [4.69.166.5
]
 13    26 ms    67 ms    28 ms  195.50.122.66
 14    26 ms    26 ms    27 ms  85.205.116.6
 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-Kay]

Hi NozzaC, 

It hadn't I'm afraid but I've just had this pushed through. 

Please keep it plugged in and don't perform any resets for the next 24 hours. 

Let me know how you get on, 

Kay

[NozzaC]

Do I have the new firmware now?

[Retired-Kay]

Hi NozzaC, 

Yes, the new firmware is installed. 

If it's still not working you can now perform a reset. 

Let me know how you get on, 

Kay

[NozzaC]

Hi

Resetting doesn't work I'm afraid. Still just sitting there with no phone light.

NozzaC

[jhs]

Hi,

Details below... please advise next steps!?

Downlink: 10mbps Uplink: 1.1mbps

Ping: 17ms Jitter: 2ms Rating: B*
IP address: 188.223.142.116
IP address: ::ffff:bcdf:8e74
Serial Number: 21222425684

C:\Users\James>tracert 212.183.133.177

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

  1    81 ms    99 ms    99 ms  O2wirelessbox.lan [192.168.1.254]
  2    16 ms    15 ms    15 ms  93-96-112-1.zone4.bethere.co.uk [93.96.112.1]
  3     *        *       16 ms  10.1.3.178
  4     *       18 ms    17 ms  10.1.4.241
  5    20 ms    18 ms    19 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    19 ms    16 ms    16 ms  85.205.116.2
  7     *        *        *     Request timed out.
  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.

Trace complete.

Thanks,

James.