Sure Signal problem

[SALL535]

Please help.......Sure Signal version 3 purchased on the 9th August and has worked for approximately 3 days nothing since. Previous Sure Signal version 1 owned and worked with no problems for many years, sadly losing the will to live with Vodafone and new Sure Signal. It has been reset, rebooted.........don't know what else to do
Serial # 40132335429

[Retired-Matt_Vo]

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

Matt
Moderator

[Retired-Andy]

Hi SALL535,

I can see your Sure Signal last connected to our servers at 11:55 on 3 September.

To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

If this doesn’t work for you, we’ll need the information asked for in Matt’s post to be able to offer more help.

Cheers,

Andrew

[SALL535]

 Thanks for gretting back to me......................

1     5 ms     5 ms     4 ms  192.168.1.1
  2    33 ms    33 ms    34 ms  esr11.manchester6.broadband.bt.net [217.47.158.1
42]
  3    86 ms    88 ms    63 ms  217.47.158.13
  4    36 ms    34 ms    35 ms  213.1.69.98
  5    34 ms    36 ms    39 ms  31.55.165.103
  6    35 ms    34 ms    41 ms  31.55.165.191
  7    93 ms    51 ms    34 ms  31.55.165.109
  8    34 ms    33 ms    34 ms  acc2-10GigE-9-2-0.mr.21cn-ipp.bt.net [109.159.25
0.228]
  9    45 ms    48 ms    46 ms  core2-te0-12-0-1.ealing.ukcore.bt.net [109.159.2
50.147]
 10    46 ms    49 ms    46 ms  peer1-xe9-1-0.telehouse.ukcore.bt.net [109.159.2
54.108]
 11    48 ms    47 ms    47 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    45 ms    45 ms    45 ms  85.205.116.14
 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.

The other information that you requested is as follows:

    VSS serial no.          40132335429

    Download speed       4468 Mbps

    Upload speed           0.35 Mbps

    Ping                        64ms

    IP address               86.138.51.27

[Sukhi]

Hi SALL535

The Sure Signal has still not connected to our servers since the 03/09/2013.

Is it possible for you test it at a different location, maybe at a family/friends house?

Thanks

Sukhi

[SALL535]

Superb.........I now have a solid power light and a flashing Internet light with nothing else........thank god I only have 3 months left to run on my contract !!!!!!! Vodafone is a wonderful company when everything is going right however when there is a problem I find myself on my own !!
Sadly no I cannot take my sure signal to a friend or family members house, could it not be a faulty unit.......maybe a replacement is needed ??????

[Retired-Dave]

Hi SALL535,

That's what the test on another connection is designed to check - if it works there we know the box isn't the problem.

The Sure Signal has a two year warranty, so you have the warranty repair option, but if we can narrow down if it's needed or not you might not have to send it off.

Can you check a few other things for me?

 - Check the following ports are open for forwarding in the router settings: 8, 50, 123, 500, 1723, 4500.

 - Check the router's Maximum Transmission Unit (MTU) is set to 1500. If it won't go that high, use the highest setting allowed.

 - Try plugging the cable into a different socket on the router.

 - Try an alternate Ethernet cable.

Let us know if any of this helps.

Dave

[SALL535 · Accepted solution]

Different Ethernet cable used on Saturday afternoon, after a reboot it seems to be working for the time being.