Sure signal V1 not working after local mast upgrades

[Spacwitt11]

Hi, after being informed on the 16th July that the masts in my area had been upgraded for better coverage, my phone is no longer connected to my sure signal.

I have done all the usual resets of the sure signal and router, all the correct lights have always been on, and it looks like the sure signal is connected to the network, but my phone clearly isn't connected as the signal is minimal to none.

Please advise.

Thanks

[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

[Spacwitt11]

Hi,

Thanks for the response. Please see below.

Your speed test results 34.4Mbps

Your ping test results 19ms

Your external IP address 151.224.57.86

The results of a traceroute:

1 <1 ms <1 ms <1 ms SkyRouter.Home [192.168.0.1]

2 * * * Request timed out.

3 16 ms 15 ms 12 ms 02780888.bb.sky.com [2.120.8.136]

4 16 ms 15 ms 15 ms lndgw2.arcor-ip.net [195.66.224.124]

5 13 ms 13 ms 12 ms 85.205.0.86

6 * * * Request timed out. 7 * * * Request timed out. 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.

Your Sure Signal serial number : 21197174234

Lights 1,2 and 4 are solid.

Regards

Steve

[DaveCD]

Hi Spacwitt11.

Your speed tests, ping test and IP are all fine.

I see from your traceroute that it fails early on.

The first thing to try is a new Ethernet cable.

If this doesn't resolve the issue, please ensure that the following ports are open on your router:

Ports to be opened for forwarding

•          8 (TCP & UDP)
•          50 (TCP & UDP)
•          53  (TCP & UDP)
•          67 (UDP)
•          68 (UDP) 
•          123 (UDP)
•          500 (UDP)
•          1723 (TCP & UDP)
•          4500 (UDP)
•          33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

•          212.183.133.177-179
•          212.183.133.181-182
•          212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

•          Unplug the ethernet cable from the Sure Signal
•          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
•          Plug the cable back in
•          Allow around one hour for the Sure Signal to come back online.

 DaveCD

[Spacwitt11]

Hi,

All of the above steps taken, trace route results still the same.

Still not working properly.

Please advise.

S

[Retired-Matt_B]

Hi Spacwitt11,

Please try the Sure Signal in an alternative location (e.g. friend or family members house). This will rule out any hardware fault with it.

Thanks,

Matt B

[Spacwitt11]

Hi,

Left overnight at my neighbours house, different internet provider, same postcode so no need to change that. Lights 1,2 and 4 solid, but no change in my phone signal. Now connected back in my own house, tried various levels of reset, taking power and LAN cable out in different orders, holding reset button for up to 10 mins etc, lights are still the same, appears to be connected, but no improvement in phone signal yet.

Please advise.

S

[Jenny]

Hi Spacwitt11,

Your Sure Signal is connecting to our servers however the location move is still showing so I’ve updated this today

To complete this, please reset your Sure Signal as follows:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

Thanks,

Jenny

[Spacwitt11]

Hi,

Reset done last night, usual lights are solid. Still no improvement in phone signal.

Please advise.

S

[Sukhi]

Hi Spacewitt11,

You may have a faulty Sure Signal. See how to arrange a repair for more info.

Thanks,

Sukhi