Sure Signal v1 no 3g Signal

[jimbobmob]

Hi

My sure signal has stopped working. I have lights 1,2 and 4 on but neither of our phones have a signal. It has been off all day now!

I have tried the full reset as suggested but still no signal.

The serial number is 21230722239 if that helps at all.

Any ideas?

[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

[jimbobmob]

Hi

Please see the results you asked for below. I still have lights 1,2 and 4 on solid but no phone signal.

Speed test : Download 4.84Mbps

                    Upload 0.63Mbps

Ping test : ping 99ms

                 jitter 31ms

External IP  :  151.224.116.3 

Serial number 21230722239

Traceroute

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

  1     4 ms     2 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3    46 ms    46 ms    47 ms  te0-0-0-3.pr0.bllon.ov.easynet.net [89.200.135.1
66]
  4    46 ms    46 ms    46 ms  ae99.edge3.London2.Level3.net [212.187.201.57]
  5    65 ms    48 ms    45 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  6    45 ms    45 ms    45 ms  ae-3-3.ebr1.London15.Level3.net [4.69.141.189]
  7    46 ms    47 ms    46 ms  ae-44-44.ebr1.London1.Level3.net [4.69.167.30]
  8    46 ms    45 ms    45 ms  ae-58-113.csw1.London1.Level3.net [4.69.153.122]

  9    45 ms    45 ms    46 ms  ae-122-3508.edge4.London1.Level3.net [4.69.166.1
3]
 10    63 ms    62 ms    62 ms  195.50.122.66
 11    63 ms    64 ms    63 ms  85.205.116.14
 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.

Thanks

James

[Ben_H · Accepted solution]

Hi jimbobmob,

Thanks for posting your details. While your IP and speedtest results are OK, your traceroute failing on step two is a little worrying.

I've pushed a manual sync through for you from our end to make sure your unit is up to date. To complete the action, can you:

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.

Let me know if the Sure Signal comes back online after an hour.

Cheers, Ben

[Paul Reeves]

I also have the same issue, as per my conversation with you on Twitter earlier today.

I have the original type unit with Lights 1,2 and 4 on. I have deregistered box, re-added it with the main number and two extra vodafone numbers. This issue only began on Saturday and co-incided with a power cut (coincidence?)

The box is approx 5 years old or so, and I rely on it heavily for my job.

Please help.

Cheers,

 UPDATE: I have done the tests as per the post above:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Paul>tracert 212.183.133.177

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

  1     2 ms     3 ms     2 ms  192.168.0.1
  2    34 ms    29 ms    30 ms  lo0-central10.ptw-ag03.plus.net [195.166.128.197
]
  3    29 ms    32 ms    29 ms  link-b-central10.ptw-gw02.plus.net [212.159.2.15
4]
  4    29 ms    29 ms    32 ms  xe-4-3-0.ptw-cr02.plus.net [212.159.0.246]
  5    30 ms    31 ms    34 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6    96 ms    97 ms    81 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    30 ms    31 ms    29 ms  85.205.116.2
  8     *        *        *     Request timed out.
  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.

9.59 mbs download

0.92 mbs upload

PING: 34 ms

Jitter: 7ms

Sure Signal serial number: 21227842677

I.P. Address: 212.159.44.247

[Retired-Andy]

Hi Paul Reeves,  

Everything is fine with your traceroute, speed test and ping test.

Your IP address is on our whitelist, so no problems there either.

To make sure that your unit is as up to date as possible, can you do a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

The process can take a few hours to complete.

Let me know how you go on.

Hi James,

That’s great news, thanks for the update.

Cheers,

Andy

[jimbobmob]

Hi Ben

Thanks for your help. It took a little longer than hour to reset again, but it is working fine this morning.

Thanks again

James

[Wshark]

My sure signal V1 stopped working a few months ago after four years of service, Over the four years i have had to perform a few resets as expected and they have always worked. This time it seems to be something worse as i have performed countless resets to no avail.

My sure signal V1 has a solid top light and flashes on the second and fourth then they all reset and it cycles through again.

Are you able to check if firmware has been updated on my Sure Signal? 

My Serial is 21196853549

My IP is 87.81.141.37

Tracing route to 212.183.133.181 over a maximum of 30 hops

1 <1 ms <1 ms 1 ms sitecomwl306.sitecomwl306 [192.168.0.50]
2 1 ms 3 ms 1 ms 192.168.0.1
3 * * * Request timed out.
4 17 ms 17 ms 13 ms 02780896.bb.sky.com [2.120.8.150]
5 74 ms 14 ms 14 ms lndgw2.arcor-ip.net [195.66.224.124]
6 100 ms 15 ms 17 ms 85.205.0.93
7 * * * Request timed out.
8 * * * Request timed out.

9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 *

Many Thanks

[Retired-Kay]

Hi Wshark, 

Your traceroute is fine. 

Please try a different Ethernet cable to see if this helps. The light sequence indicates it's struggling to make a connection, a different cable in a different port may work. 

Thanks, 

Kay

[philsull]

---

@Wshark wrote:

My sure signal V1 stopped working a few months ago after four years of service, Over the four years i have had to perform a few resets as expected and they have always worked. This time it seems to be something worse as i have performed countless resets to no avail.

My sure signal V1 has a solid top light and flashes on the second and fourth then they all reset and it cycles through again.

Are you able to check if firmware has been updated on my Sure Signal? 

My Serial is 21196853549

My IP is 87.81.141.37

Tracing route to 212.183.133.181 over a maximum of 30 hops

1 <1 ms <1 ms 1 ms sitecomwl306.sitecomwl306 [192.168.0.50]
2 1 ms 3 ms 1 ms 192.168.0.1
3 * * * Request timed out.
4 17 ms 17 ms 13 ms 02780896.bb.sky.com [2.120.8.150]
5 74 ms 14 ms 14 ms lndgw2.arcor-ip.net [195.66.224.124]
6 100 ms 15 ms 17 ms 85.205.0.93
7 * * * Request timed out.
8 * * * Request timed out.

9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 *

Many Thanks

---

Just sorted mine, was doing the same, looks like the power supplies are starting to pack in. I just replace the power supply and is now working great.  Hey VF guys, got any spare V1 power supplies going spare? Looks like a wave coming....

Phil.