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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 Rog,
Thanks for confirming.
This sequence tells me the Sure Signal is struggling to setup fully.
Would there be anything on the powerline adapters you mentioned that could be restricting or blocking access? Could I also ask what model or make of powerline adapters you're using to the workshop?
Many thanks, Ben
Hi MrBadger,
That's a good thing to check. I'd also try connecting it directly to the Home Hub. If it starts working, leave it overnight to check it holds the connection.
If neither of these work, try it with the Ethernet cable used on the working Sure Signal.
Also, try swapping the Sure Signals. If the v3 Sure Signal works where the v2 doesn't, that points to a fault with the Sure Signal itself.
It would be best to reset with each test. Follow these steps:
- Unplug the ethernet cable from the Sure Signal
- Hold down the reset button until all the lights show (about 30 seconds)
- Keeping the reset button held down, remove then re-insert the power lead.
- Once all lights display release the reset button.
- Plug the cable back in
- Allow around one hour for the Sure Signal to come back online.
Dave
Hi JohnPead,
I’ve made a not of your serial number because I want to get one of my colleagues to take a closer look at this for you.
When I have done this I will pop back with another post.
@ MrBadger – If a Sure Signal is faulty, it can be repaired within the warranty period which lasts for two years.
James
