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

[jeffmeadows]

EE are launching WiFi Calling soon. Maybe that's the answer.

[Retired-Sarah]

Hi everyone,

Apologies, the link has now been updated.

Please see here, for the most recent information on this.

Thanks,

Sarah 

[Kendo70]

Hi Sarah
The link is not working.
Is there a problem with sure signal.

[Zaphod7]

Come on Sarah. The link is still dead and giving an "unexpected error" message. We need a resolution to this or at least an update and estimated fix time.

Thanks.

[Sukhi]

Hi Guys,

Please try the link here.

Thanks,

Sukhi

[simon_perkins]

Here are my tracert results for the two ip addresses previously mentioned:

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  Vigor.router [192.168.161.1]

  2    32 ms    31 ms    32 ms  losubs.subs.dsl1.th-lon.zen.net.uk [62.3.84.17]

  3    16 ms    17 ms    16 ms  ge-2-1-0-125.cr2.th-lon.zen.net.uk [62.3.84.229]

  4    21 ms    16 ms    17 ms  ldngw1.arcor-ip.net [195.66.224.209]

  5    17 ms    20 ms    17 ms  85.205.0.86

  6     *        *        *     Request timed out.

  7     *        *        *     Request timed out.

And this:

Tracing route to 212.183.133.181 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  Vigor.router [192.168.161.1]

  2    32 ms    32 ms    32 ms  losubs.subs.dsl1.th-lon.zen.net.uk [62.3.84.17]

  3    32 ms    33 ms    32 ms  ge-2-1-0-127.cr2.th-lon.zen.net.uk [62.3.84.237]

  4    34 ms    33 ms    34 ms  ldngw1.arcor-ip.net [195.66.224.209]

  5    34 ms    34 ms    33 ms  85.205.0.93

  6     *        *        *     Request timed out.

I've been in touch with my ISP (Zen) and they have checked this. The two 85.205.0.* addresses belong to Vodafone. So it looks like everything is fine in terms of connectivity until the SureSignal gets to the Vodafone network.

Please can you confirm that there is a problem at Vodafone with the the SureSignal servers?

[Retired-Sarah]

Hi everyone,

Rx7aiii – I’ve just checked your serial number and it’s showing as last connected 14 October at 01:21 am.

Has this managed to get a connection yet?

simon_perkins – Please could you provide me with your Sure Signal serial number also, so we can check this further.

Thanks,

Sarah

[simon_perkins]

Sarah,

My Sure Signal serial number is 21818505568

[Retired-Ian_]

Hi simon_perkins,

I can see a move of location was picked up, but hadn't completed.

I've rectified this and pushed through a resync.

Please reset your Sure Signal, wait up to six hours and then reset any phones struggling to connect.

Visual voicemail is something we've never offered, but there are many apps available for this.

We don't currently have any news about Wi-Fi calling.

Hi Rx7aiii,

The light sequence you've given indicates that the Sure Signal isn't transmitting.

Please check the ports are like this:

• 8 TCP UDP   Unassigned
• 50 TCP UDP   Remote Mail Checking Protocol 
• 53 TCP UDP   Domain Name System (DNS)
• 67 UDP Bootstrap Protocol (BOOTP) Server; also used by Dynamic Host  Configuration Protocol (DHCP RX)
• 68 UDP Bootstrap Protocol (BOOTP) Client; also used by Dynamic Host   Configuration Protocol (DHCP TX)
• 123 UDP Network Time Protocol (NTP)—used for time synchronization 
• 500 UDP Internet Security Association and Key Management Protocol   (ISAKMP)
• 1723 TCP UDP   Microsoft Point-to-Point Tunnelling Protocol (PPTP)
• 4500 UDP IPSec NAT Traversal  All Routers
• 33434 to 33445 UDP Traceroute for IP location check and bandwidth estimation

Hi JulieBuckmaster,

Please follow the troubleshooting steps here.

Thanks,

Ian

[simon_perkins]

Ian,

My Sure Signal is still not working.

Is the lack of acess past 85.205.0.* on the tracert a red herring or does it really indicate a problem?