Sure Signal - stopped working.

[ansellrk]

Good morning,

I've used Sure signal for many years, I have four devices registered across different sites in the UK. However, my very first Sure Signal device (V1 - 21196948968) has suddenly stopped working over the weekend.

The device is showing OK, the three lights that should be steady green are all showing green but none of the devices in the home register to it anymore.

I live in an area with very poor Vodafone coverage so it's vital to have the Suresignal working properly.

I have done a full factory reset (twice) on the device and I've even removed mobiles and re-added them to the Sureginal but still nothing.

Can you suggest a fix please?

Thanks

Rob

[Retired-Dave]

Hi ansellrk,

I've done a resync, so try another factory reset of the Sure Signal:

• 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.

If that fails, can you oprovide a little more information to help us pin down the cause?

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

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.

Dave

[ansellrk]

Speedtest = http://www.speedtest.net/my-result/2885120990

Pingtest = http://www.pingtest.net/result/84702641.png

IP Addres= 2.99.28.58

Tracert =

tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1    37 ms    99 ms    99 ms  dsldevice.lan [192.168.1.254]   2    21 ms    20 ms    20 ms  host-2-99-16-1.as13285.net [2.99.16.1]   3    23 ms    21 ms    48 ms  host-78-151-229-5.as13285.net [78.151.229.5]   4    60 ms    21 ms    22 ms  host-78-151-225-100.static.as13285.net [78.151.2 25.100]   5   264 ms   400 ms   308 ms  host-78-144-8-31.as13285.net [78.144.8.31]   6    28 ms    28 ms    76 ms  host-78-144-10-76.as13285.net [78.144.10.76]   7    29 ms    30 ms    31 ms  ldngw1.arcor-ip.net [195.66.224.209]   8    30 ms    32 ms    29 ms  85.205.116.6   9     *        *        *     Request timed out.  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.

I reset the gateway again this morning and this evening. Still showing three lights, still no 3G signal for phones in the home.  The gateway has been stable for many years without issues until now.

Regards

Rob

[Retired-Kay]

Hi ansellrk, 

Your traceroute is perfectly fine. 

So that we can determine where the issue lies, can you try the Sure Signal on a different Internet connection (at  a friend or family members) and let us know the outcome? 

Kay

[ansellrk]

Hi,

I can arrange this, but as someone who works in IT and mangages a large estate of Vodafone devices and Sure signals... I don't really understand what you are trying to prove. The router configuration hasn't changed and has worked perfectly up until this week. I have a sure signal in the office (V2) which is on the same make of router and the same broadband supplier and that works perfectly too.

I will test tomorrow at work and update.

Rob

[ansellrk]

Just to add a bit more info to this...

I've just changed my router to a Vigor 2800G that allows me to configure up properly a DMZ for the Vodafone Suresignal to sit in. I've restated the Suresignal and I get the same problem. Three lights, no 3G signal in the house.

The router is old but it was one that I had the Suresignal on a few years ago, I just checked it to make sure my router hadn't had a sneaky upgrade from TalkTalk whilst I wasn't looking.

Rob

[Retired-James]

Hi ansellrk,

As the router change has cause a location profile update to be detected, I’ve updated this for you.

Are you able to test the Sure Signal on the same connection where the V2 is working?

This will give us a clear indication if it is the actual Sure signal that is faulty or not.

James

[ansellrk]

Right... so I forgot to take the V1 to work this morning BUT I did remember to bring the V2 home with me.

So, consequently I now have the Sure Signal 40113180968 at my home which is working perfectly. It started up very quickly and my phone worked on it within about 10 mins.

I have deregistered my other V1 Sure Signal because I don't think Vodafone like two devices sharing the same postcode.  I will register tomorrow at work and test...but I must be honest I'm fairly sure it is goosed!

Regards

Rob

[ansellrk]

Well, back in work this morning with the V1 on my ADSL line at work and I have the same issue on the V1 device (suprise suprise!)

Three lights, no 3G signal.

I believe I have effectively diagnosed this as being a fault with the V1 device now.

Rob

[Sukhi]

Hi anserllrk

Can you try another reset? But this time remove the Ethernet cable when you remove the power cable and don't plug it back in until you have finished rest of the reset procedure.

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

We've also passed details over to our support teams to get a better understanding of what's happening because it doesn't look like fault with the box.

Thanks

Sukhi