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

[JohnPead]

After months of continually losing the signal for up to weeks at a time, and hours on the phone to vodafone customer services or the technical desk or this mailier or chat, and got absolutely nowhere, I do not believe anyone there knows what the real rpoblem is, so I have given up and gone to O2 who have an free App called TUGO which uses the wifi if you have a home hub telephone system to allow you to make and receive calls including voicemail. 

So goodnight and thanks for the fish.

[JohnPead]

I have had tried all these things.  Reset several times.  It stopped working about 2 days now.  I have opened to ports on my BT homehub 4.  Pathping attached:

[AllyWard]

I hae 2 solid lights on my suresignal

I have checked port forarding.

Other devices on my router are working fine

I have attached the pingpath

my suresignal serial number is 21290525475

The problem happened after I had to reset my router which is a virgin super hub 2

[Sukhi]

Hi AllyWard

Could you double check your serial number? As it’s showing up as invalid.

Thanks

Sukhi

[adrewry]

Hi, my Sure Signal (V1) stopped working a few days ago. I have tried all the suggestions regarding resetting, etc, but just get the top two lights on and the bottom two off. I have done the PathPing too & can send the results if needed. Any ideas? 

[Gemma]

Hi adrewry, 

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,

Gemma

[MartynRowlands]

Please can you resync my SS v1. It has been working well for a long while but a few days ago doesn't transmit a 3G signal. Tried all the self help and resets. In the past you guys re-syncing has sorted out the problem.

Serial Number is 21196998385

Many Thanks

Martyn

[parr72]

Hi there. Suresignal been working fine until weekend and now can't get it to give a 3G signal. 

V1 suresignal: I get light 1 (power) and then flashing light 2( connection). Light 2 then stays constant for a while (connected) and then light 4 (service) flashes slowly ... then back to just power, then flashing light 2 ... and around the loop again.

No network config changes made. Tried reboot and reset options but still the same problem .. I live in a vodafone blackspot and need the phone signal for work. Can you help please?

Thanks

[Retired-Laura]

Hi MartynRowlands,

I can see the Vodafone Sure Signal has made contact with the network on 14 September at 3.21am.

Please confirm if this is now working for you? If it is still causing issues please post the light sequence you’re having.

Cheers,

Hi parr72,

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,

Laura

[parr72]

Hi Laura, thanks for reply. Since posting I called and Claudia has re-sync'd suresignal but its still not connecting ... results from points listed are:

Speed test: 

Ping - 17ms

Download - 50.25 mps

upload - 11.31 mps

ping test:

B* (ping 37ms / jitter 8ms)

external ip:

92.19.140.215

Traceroute:

1 1 ms 8 ms 8 ms 192.168.2.1
2 16 ms 12 ms 9 ms host-92-19-140-1.as13285.net [92.19.140.1]
3 23 ms 18 ms 19 ms host-78-151-225-193.static.as13285.net [78.151.2
25.193]
4 17 ms 18 ms 11 ms host-78-151-225-192.static.as13285.net [78.151.2
25.192]
5 19 ms 18 ms 19 ms host-78-144-11-101.as13285.net [78.144.11.101]
6 27 ms 18 ms 18 ms host-78-144-10-40.as13285.net [78.144.10.40]
7 15 ms 18 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
8 17 ms 18 ms 16 ms 85.205.0.93
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * *

(the remaining steps also timed out)

serial number: 

21231521317

Hope all these details help ... lack of signal is stopping things here.

Can you please help? Thanks