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

[robinbrewerton]

Hi

I've just got off the phone with the 2nd line help desk, I contacted them as my vss has not worked for the last day 1/2. Lights one and two are solid, light four just pulsates (light a heart beat). Yesterday afternoon I re-booted everything in turn (cable modem, router, vss), nothing from the vss (tinternet is fine on all pc's/laptops), tried re-booting vss a couple more times..... nothing! So, I left it overnight and still this morning lights one/two are solid, light four-pulsating, time to contact voda.

After some silly questions (young man on the other end appologised, but he's got a job to do and thats fine) he put me through to the second-line Delhi desk who after much empathising told me it's getting updates and will take 48Hrs to complete.

48Hrs????? Not even Windows update takes that long.

I have tried the ping test suggested around here somewhere and there is no packet loss.

Me thinks I've been (very politely) told to bog-off


Didnt want to talk to anyone today anyhow!


Robin

[cineriv]

Hi guys,
My SS has been working fine since February except for known outages, But this morning I have just the first and second lights on and no forth!
Reboot of SS and router does not change anything.

It's now been 5 hours since the problem was discovered.


Pathping results are as follows.....


C:\Users\computer>pathping 212.183.133.181

Tracing route to host212-183-133-181.uk.access.vodafone.net
over a maximum of 30 hops:
0 Acer-pc.lan
1 speedtouch.lan
2 host-92-15-0-1.as43234.net
3 62.24.254.232
4 gig-14-3-4008-rtr001.hex.opaltelecom.net
5 host-78-151-225-47.static.as13285.net
6 xe-11-2-0-rt001.sov.as13285.net
7 host-78-144-0-200.as13285.net
8 abovenet.killercreation.co.uk
9 above-gblx.lhr3.uk.above.net
10 VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net
11 * * *
Computing statistics for 250 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Acer-pc.lan
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% speedtouch.lan
0/ 100 = 0% |
2 25ms 0/ 100 = 0% 0/ 100 = 0% host-92-15-0-1.as43234.net
0/ 100 = 0% |
3 32ms 0/ 100 = 0% 0/ 100 = 0% 62.24.254.232
0/ 100 = 0% |
4 33ms 0/ 100 = 0% 0/ 100 = 0% gig-14-3-4008-rtr001.hex.opaltelec
om.net
0/ 100 = 0% |
5 30ms 0/ 100 = 0% 0/ 100 = 0% host-78-151-225-47.static.as13285.
net
0/ 100 = 0% |
6 32ms 0/ 100 = 0% 0/ 100 = 0% xe-11-2-0-rt001.sov.as13285.net
0/ 100 = 0% |
7 34ms 0/ 100 = 0% 0/ 100 = 0% host-78-144-0-200.as13285.net
0/ 100 = 0% |
8 34ms 0/ 100 = 0% 0/ 100 = 0% abovenet.killercreation.co.uk
0/ 100 = 0% |
9 33ms 0/ 100 = 0% 0/ 100 = 0% above-gblx.lhr3.uk.above.net
0/ 100 = 0% |
10 39ms 0/ 100 = 0% 0/ 100 = 0% VODAFONE-LTD.TenGigabitEthernet7-1
.ar6.LON3.gblx.net

Trace complete.



Could this be a VF server issue or has my SS failed?


Mike

[cineriv]

Could this be a VF server issue or has my SS failed?

I can now answer my own question!

It was a VF server issue!!

My SS sprung back into life at about 2:30 pm.

Mike.

[Retired-James]

Hey Guys,

It looks like there may have been a temporary outage, please can you all let us know if you are still having issues so we can check each case for you all.

James
eForum Team

[kev2471]

Lights 1 and 2 on solid. Light 4 keeps going out

done a port test thats ok

done a broadband speed thats ok

kev

[Retired-Woody]

Hi kev2471,

Welcome to the eForum. It's always great to see new members join us.

The best way for you to get this resolved is to follow the Troubleshooting guide. This will help you through the issue step by step, so you can get this resolved.

Woody

eForum Team

[ritchiehicks]

Your template is useless - there is a 900 character limit on the contact us form!!!

[Retired-BenJ]

Hi tjstevenson,

We certainly can yes

Hi jmonline,

I've just resync'd your Sure Signal box. Could you factory reset and let me know how this recovers?

To factory reset the Sure Signal box:

• 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. The Sure Signal will come online in around 1 hour.

Hi richiehicks,

The template should work fine, other customers have emailed using it, I’ve sent you an email with the details on any way.

Thanks

BenJ

eForum Team 

[aandpwoodley]

Not sure where the mods want me to post so this thread seems to be the closest to my current problem.

firstly my VSS first light was on and second was flashing, Lee one of the mods did a syc and got me to do a reset and wait a hour and all should be fine, its been 3 now and it's still not working.

I currently have the first 2 lights on solid but still no signal, please help.

[Retired-Lee]

Hi aandpwoodley,

I've just replied to you in your own thread.

Thanks,

Lee

eForum Team