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Jenny
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:
- Hold in the reset button until all lights go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- 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
Hi NozzaC,
Thanks for getting back to me.
Everything does look fine with the registration which would normally point towards a faulty Sure Signal or something on the broadband setup.
To rule out a faulty Sure signal, can you try this on a different internet connection (at a friend’s or family members house) to see if you get the same issue?
James
Hi NozzaC,
As each broadband connection and router setup is different it can be hard for us to identify exactly where the problem lies.
We can only give advice regarding general setup including ports that need to be forwarded and general router setup.
Unfortunately we aren’t able to login into a router and manually set anything up for you.
I can see that we’ve already gone down a number of steps around this and now need to identify exactly where the problem lies, because from what we can see everything looks fine.
James
Hi NozzaC
There’s nothing more that we can troubleshoot from a broadband line or router point of view than has already been suggested here.
Your router and broadband may be the same but sometimes router firmware upgrades can cause your Sure Signal to stop working.
Only by testing this with an alternative router or connection would we be able to tell if it’s a faulty Sure Signal or not.
Thanks
Simon
Hi @grannyrita
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
Jenny
Hi @grannyrita
In order for us to help you, please provide atleast 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:
Once we have these details, we'll be able to take a closer look at what's going on.
Thanks,
Sukhi
