Sure signal V2 repeatedly dropping modem connection for no apparent reason

[louisefoers]

Had the V2 over a year, no problems. For about 10 days, without any change/ interruption to Internet, the box keeps dropping out and the 2 modem lights on the back are out. I unplug at both ends ( router and sure signal) and it resets, but will repeat the drop several times a day, so can be mid conversation.
Have reset router and reset sure signal and all works fine, but then the lights go out. It often resets itself, but the drop out is infuriating. Can't understand what the problem could be - seems to have come from nowhere. How do I ensure this doesn't keep happening?

[Retired-Dave]

Hi louisefoers,

The traceroute instructions posted both at the start of this thread and in James' last post are correct, so something at your end is preventing you running this.

Are you using a works network or a VPN (Virtual Private Network)? If so, you may need the guys running it to ensure that you have permissions to run the Traceroute and make the necessary connection.

Similarly, if you do not have admin permissions on the computer this may be barring you from doing the check. 

Finally, if you're behind a firewall, it's possible this could be blocking it. Check the security you have in place and, if necessary, try disabling the fireweall for a moment just whilst you run the traceroute.

Dave

[louisefoers]

The sure signal has stopped working completely now. I am going to have to buy a new one and hope it solves the problem. I cannot wait for an exchange and have no phone for a week. A big ZERO from me for customer service on this one.

[Retired-Dave]

Hi louisefoers,

Given the information we have, there's a limit to what we can actually check - the Traceroute is a key check in getting to the bottom of issues, and if that's being blocked then the same thing may be what's affecting the Sure Signal. If that's the case then getting a replacement won't help.

This is another reason why checking on another connection can help. If the sure Signal works there then you know that isn't the problem, which saves you buying a replacement.

Given you mentioned it is heating up and discolouring, is it kept in a well-ventilated location? It may pay to move it right out into the open to allow better airflow. I'd also suggest switching it off for a little while so it can cool down in case the heat is affecting it.

On a more technical side, check the following ports are open for forwarding on the router: 8, 50, 123, 500, 1723 and 4500.

Also, check the MTU (Maximum Transmission Unit) on the router is set to 1500. If it won't go that high, set it to the highest value available.

Dave

[louisefoers]

Today I have paid £100 for a new sure signal and surprise surprise, it works perfectly. I was told it would take a week to exhange the old one and i dont have thatlong. The old box has given me just over a years life before its given up. Pretty useless given how much they cost. What's the point in instructing me in technical language which I and many others don't understand? won't be with vodafone for much longer. I vote with my feet.

[Retired-Kay]

Hi louisefoers, 

I'm sorry you feel this way.

We have tried to make the troubleshooting guide as simple as possible but I understand that the technical aspects can be hard to follow. 

If we can help with anything else please let us know. 

Thanks, 

Kay