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

[Retired-Andy]

Hi James,

I’ve checked your serial number and it’s showing that a location move has been detected.

This can be caused by maintenance or updates from your Internet Service Provider (ISP).

I’ve updated the system to remove the message and also resynced your unit.

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

[jhs]

No joy I'm afraid.  What next?

[DaveCD]

Hi jhs

I can see that you connected earlier today, just to clear any errors I have resynced this for you.

Please can you also perform a reset again.

Hi NozzaC

I have resynced your device, can you try a reset again for me?

Can you also tell me which lights you're seeing.

Thanks

DaveCD

[jhs]

Still no joy.  Same symptoms.

[Retired-Dave]

Hi jhs,

I can't see which firmware your Sure Signal is currently running, so I'm going to see if we need to get an update pushed out to you.

In the meantime, can you confirm if the ethernet lights on the Sure Signal are flashing, lit or off when light 4 goes down?

Also, try plugging into a different socket on the router and trying a different ethernet cable in case the fault lies there.

Dave

[jhs]

Hi,

Ethernet lights remain flashing when lights 2 and 4 go off/on.

Most recent behaviour is that light 2 is pretty much always flashing and light 4 chooses to flash slightly less frequently in case this helps.

Cheers,

James.

[Jenny]

Hi NozzaC,

Thanks for getting back to us.

This light sequence usually means that there’s radio interference. Please try moving your Sure Signal to another area (try a different room or away from the current location) to see if this helps.

jhs – Everything’s looking fine from our end so you shouldn’t be seeing this sequence for longer than 48 hours.

Please try your Sure Signal on another connection (a friend or family members) so that we can rule out a fault with you Sure Signal.

Thanks,

Jenny 

[NozzaC]

It's in the same place it's been for quite a while.

But I moved it and it makes no difference.

I also cannot see how that light sequence means radio interfence? It just shows that there is no connection being made to a mobile phone. That doesn't automatically imply radio interference.

[Retired-James]

Hi NozzaC,

The next step on this one is to completely deregister and re-register the Sure Signal after an hour.

This will then establish a new connection and registration on the network.

Can you also confirm what phone you are using?

James

[NozzaC]

I've deregistered and now registered it.

My phone is an HTC One.

It still doesn't work