Sure Signal not working

[wayside59]

My sure signal has not been working since sometime this morning. Old style box and only have power light on, have tried resetting several times and re booting router, which normally cures any problems but to no avail.  The internet connection light does not flash and does not even look like trying to make a connection following reset.

[Retired-AndyD]

Hi wayside59,

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Andy
Moderator

[guc925]

Hi, I have had a 1st Generation Vodafone Sure Signal unit working perfectly on the same network and same router since December 2009: yesterday it abruptly stopped working and sits there with only the power light permanently on and no other front panel lights.  I have completed your trouble-shooter guide with following results:

Physical Connection VSS<>Router is                                        OK

Ethernet Link light on, data light flashing                                    OK

Active internet connection elsewhere in network                    OK

Reboot modem/router                                                                Done, no change in VSS status

VSS has been assigned internal IP address via DHCP             OK, 192.168.1.71

(I can successfully ping this address)

(Also checked on Router that Upstream MTU is correctly set to 1500)

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     1 ms    <1 ms  homeportal [192.168.1.254]

  2     9 ms     9 ms     9 ms  217.32.141.2

  3     8 ms     9 ms     9 ms  217.32.140.206

  4    14 ms    15 ms    15 ms  217.41.216.154

  5    14 ms    15 ms    15 ms  217.41.222.10

  6    14 ms    15 ms    15 ms  217.41.222.178

  7    15 ms    15 ms    15 ms  acc1-10GigE-0-0-0-4.bm.21cn-ipp.bt.net [109.159.248.66]

  8    20 ms    23 ms    24 ms  core1-te0-3-0-3.ealing.ukcore.bt.net [109.159.248.20]

  9    23 ms    23 ms    23 ms  peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.254.98]

 10    38 ms    29 ms    27 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 11    22 ms    23 ms    23 ms  85.205.116.14

 12     *        *        *     Request timed out.

Router/ISP Details                                                                           BT Business Broadband

                                                                                                       BT2700HG

VSS S/N                                                                                         21196865576

Factory Reset                                                                                Done several times, no change in VSS status after an hour

Please advise whether this is a Vodafone network issue or a VSS failure and what my next step should be to restore service.

Thanks and Regards

[Retired-Lee]

Hi there wayside59,

Thanks for your post.

Could I take your Sure Signal serial number please?

Hey guc925,

Thanks to you too.

Your traceroute looks fine and the device is connecting to our servers. I've forced a resync for you. Please factory reset as per the below instructions and let me know how you get on.

VSS Factory Reset

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Cheers,

Lee

[wayside59]

Hi Lee

Thanks for your reply but my sure signal eventually came back to life late last night

[Retired-Simon]

Hi wayside59

Thanks for letting us know that you're all up and running again. If you do need any further help please let us know.

Thanks

Simon

[wayside59]

Have tried all the things mentioned in the troubleshooting guide but does not help.  This is the 3rd day I have had problems and normally when you have given up hope of it working it suddenly comes back to life. I use a Belkin N1 vision router (F5D8632UK4A), the serial no of my VSS is 21196791806 and my ISP is TalkTalk

[Retired-James]

Hi wayside59,

Thanks for the update here.

I have checked the Sure Signal and it is showing as connecting to our server this morning.

However, to make sure that this updates I have re-synced the Sure Signal for you, once completed please can you keep an eye on the connection status on your phone and do a traceroute when it is working fine and then a traceroute when you notice that it isn’t working so that we can see if there is any intermittent issues on your broadband line which is causing the connection to drop.

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.

James

[wayside59]

Hi

Was working 1st thing this morning but now not so anymore, I tried your traceroute, but this is obviously when not working. Do I reset again or just wait and hope it comes back?

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Rosalind>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     2 ms     1 ms  192.168.2.1
  2    38 ms    36 ms    37 ms  88-108-240-1.dynamic.dsl.as9105.com [88.108.240.
1]
  3    39 ms    38 ms    41 ms  xe-4-0-0.ner001.the.as13285.net [80.40.155.102]

  4    38 ms    39 ms    38 ms  80.40.155.107
  5   105 ms    39 ms    39 ms  xe-8-3-0.bragg001.log.as13285.net [80.40.155.33]

  6    42 ms    39 ms    39 ms  xe-7-3-0.scr001.log.as13285.net [80.40.155.52]
  7    41 ms    38 ms    39 ms  host-78-144-0-170.as13285.net [78.144.0.170]
  8    43 ms    43 ms    43 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  9    40 ms    40 ms    39 ms  85.205.116.14
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

[wayside59]

Just come back on and the traceroute is now as follows:

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Rosalind>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     1 ms     4 ms  192.168.2.1
  2    38 ms    36 ms    42 ms  88-108-240-1.dynamic.dsl.as9105.com [88.108.240.
1]
  3    42 ms    38 ms    37 ms  xe-4-0-0.ner001.the.as13285.net [80.40.155.102]

  4    39 ms    39 ms    39 ms  80.40.155.107
  5   108 ms    39 ms    39 ms  xe-8-3-0.bragg001.log.as13285.net [80.40.155.33]

  6    39 ms    39 ms    39 ms  xe-7-3-0.scr001.log.as13285.net [80.40.155.52]
  7    41 ms    39 ms    41 ms  host-78-144-0-170.as13285.net [78.144.0.170]
  8    48 ms   144 ms    45 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  9    40 ms    41 ms   100 ms  85.205.116.14
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

C:\Users\Rosalind>