Sure Signal stopped working

[VickiN]

Hi, 

I have a Sure Signal Version 1 and it has decided to stop working.  It has been working fine since I first got it well over a year ago (can't remember exactly when I got it, but it has been a long time).  This is a real nuisance as I get no Vodafone coverage at home!!

It stopped working a couple of weeks ago and despite speaking to Vodafone and resetting it several times, as well as de-registering and re-registering also, still no joy. 

The lights on the back by the ethernet cable are steady yellow and steady or flashing orange.

Sometimes I have no lights, sometimes just the power light and sometimes lights 1 & 2 with 4 flashing.

I use a BT HomeHub 3.

My S/S is a Sagem and the Serial Number is 21230683613.

I hope you can help me.  I am having to use my landline all the time to call other mobiles and it is costing me a fortune!  As a household, we spend about £60 a month for calls we are unable to use!!!!  We nly chose Vodafone because of the Sure Signal, depsite having to pay for it!

I look forward to hearing from you. 

Many thanks. 

[yellow160]

Hi

I've set up port forwarding as described (though I've never needed to in the past).

I have done the reset procedure (hold for 30 seconrds etc etc).

Still not working.

On some other threads there is a suggestion of a new firmware update for the VSS that can be pushed to devices. Does this apply to me?

Thanks

John

[Retired-Kay]

Good Afternoon yellow160, 

I can't see the software version your Sure Signal is running as it hasn't connected to us for a couple of days. 

I've done a resync for you, please do the following reset to complete the process;

1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4

2 - Remove the power cable then the LAN cable

3 - Insert ONLY the power cable

4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 minutes should do it).

5 - Insert the LAN cable and wait 

Let us know how you get on, 

Kay

[VickiN]

I have not been able to check my SS elsewhere yet, but in reply to the query about ISP, Firmware etc., mine are as follows:

ISP - BT Broadband

Router - BT HomeHub 3 

Firmware - Software version 4.7.5.1.83.8.57.1.3 (Type A) | Time and date 20:57 31/03/14

It would be nice if BT and Vodafone could talk to each other and resolve the problem, or at least for one of them to take ownership of the problem.  Both companies receive enough money from us, yet when something goes wrong, it is someone else's fault!  However, at least Vodafone have suggested solutions, unlike BT who just say they don't deal with it, but you can pay our tech team to see if they can fix it..............

[Retired-Kay]

Hi VickiN,

Please try it at a different location so we can rule out any issues with the Sure Signal itself.

Let us know how you get on. 

yellow160 - We're unable to make contact with your Sure Signal so it could be a faulty device. 

Please try it at a friend/family members house to see if it connects. 

If it still doesn't work, you can see details on arranging a repair here.

Thanks,

Kay 

[yellow160]

Hi Kay

Can you tell me whether my SureSignal has made any contact with your servers recently?

I have been trying various different versions of the required port forwarding and would be interested if my SS has reached your servers. I understand that you can't reach it but Gemma indicated earlier in the thread that it had made contact.

Thanks

John

[Retired-Dave]

Hi yellow160,

The Sure Signal last connected on 1 April at 10:26pm.

Dave

[yellow160]

Well I'm pretty astonished to say that after giving up hope on this issue I've come back to the forum today and read about power supplies.

Dug out my old HH2 power supply which is 12V 1.5A and connected to the SS.

Booted and started first time - all seems to be working again.

Very strange that so many devices seem to have hit this apparent issue simultaneously.

Regards

John

[Retired-Matt_B]

Great news John, let us know if you have any further problems and we'll be happy to assist.

Thanks,

Matt B

[Peter2D]

My Sure Signal Version 1 has also suddenly stopped working - on around 17 April 2014.  It has worked fairly robustly for several years.  I rely on the box as have inadequate 2G signal outside the house.

I am suspicious as I have a BT Home Hub 3 (on ADSL connection, not Infinity VDSL) and can see rumours on the forum of BT firmware changes, but have not investigated that yet.  Meanwhile my SS debug information is as follows.  

Can you please advise on what to do next and, if necessary, "push" a Sure Signal firmware update to my box.

My SS box lights are all off, including the power light.  I have cycled the power and get light 1 on then light 2 flashing, but it always ends up with all lights off after just a few minutes.  I never get lights 3 or 4.  On the rear the green and orange lights by the Cat5 socket are lit.

I also tried the full reset as per the forum instructions.  No difference.  

I have not changed any configuration or cabling.

Speedtest.

13.76Mbps Down / 0.94Mbps Up

Ping.

32ms

External IP

86.135.173.82

Traceroute (from Mac computer on network)

Last login: Sun Mar 2 13:15:27 on console
unknown-c8:bc:c8:a3:24:5b:~ carolinemillar$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 78.004 ms 1.079 ms 1.015 ms
2 217.32.147.2 (217.32.147.2) 17.936 ms 17.771 ms 17.893 ms
3 217.32.147.46 (217.32.147.46) 18.920 ms 18.664 ms 18.685 ms
4 213.120.176.34 (213.120.176.34) 21.410 ms 19.930 ms 20.514 ms
5 217.41.168.247 (217.41.168.247) 19.851 ms 19.605 ms 20.129 ms
6 217.41.168.109 (217.41.168.109) 19.964 ms 21.167 ms 19.610 ms
7 acc2-10gige-0-1-0-5.l-far.21cn-ipp.bt.net (109.159.249.210) 20.559 ms
acc2-10gige-0-7-0-4.l-far.21cn-ipp.bt.net (109.159.249.202) 20.876 ms 20.391 ms
8 core2-te0-0-0-14.faraday.ukcore.bt.net (109.159.249.173) 21.708 ms
core1-te0-0-0-15.faraday.ukcore.bt.net (109.159.249.171) 24.039 ms
core1-te0-0-0-14.faraday.ukcore.bt.net (109.159.249.169) 20.124 ms
9 peer2-xe8-3-1.telehouse.ukcore.bt.net (213.121.193.111) 20.265 ms
62.6.201.221 (62.6.201.221) 25.338 ms
62.6.201.187 (62.6.201.187) 20.450 ms
10 t2c3-xe-0-2-2-0.uk-lon1.eu.bt.net (166.49.211.174) 21.029 ms
t2c3-xe-11-2-0-0.uk-lon1.eu.bt.net (166.49.211.196) 20.805 ms
t2c3-xe-0-2-2-0.uk-lon1.eu.bt.net (166.49.211.174) 20.782 ms
11 166-49-211-254.eu.bt.net (166.49.211.254) 21.165 ms 20.313 ms 20.565 ms
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unknown-c8:bc:c8:a3:24:5b:~ carolinemillar$

Serial Number.

21228240319

[Gemma]

Hi Peter2D,

You’re traceroute and speed test look ok.

Please test your Sure Signal with a different internet connection.

Thanks,

Gemma