Sure signal not working

[mattyboy7110]

Hi,

My sure signal is poorly. If I reset it a few times, eventually it works but only for a short amount of time.

I've gone through the troubleshooting guide and no joy. I just get the power light. Sometimes the second light flashes but generally it's just the top light on all the time.

Serial Number 21227825490

ISP Plusnet

Router DLink DSL-2740B

It's worked previously for years (probably) but now it's just not happy any more.

Please help.

Thanks

[Retired-Sarah]

Hi @ranikhatib 

Welcome to the eForum.

Everything’s looking healthy from what I can see and the last connection was 10 February at 02:26 am.

If you’re still experiencing an issue, please make sure IPSEC is ticked in your router settings.

You can also try a different Ethernet cable and ensure that all the following ports are open as follows:

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

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

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.

Thanks,

Sarah

[roberto14]

My Sure Signal V3 stopped working three/four days ago.

The correct lights are on and steady (power and the first two on the left) but my mobile phones do not get the signal.

I carried out several resets and reboot both the Sure Signal and the BT Hub 4.

I changed the Ethernet cable.

I know that my Internet connection is very slow but it has been like this for years – sometimes even worse – and my Sure Signal had been working for months.

Below are the details:

Sure Signal serial: 42141608945

IP Address: 5.81.210.32

Ping: 55

Download: 1.40 Mbps

Upload: 0.37 Mbps

Traceroute

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.1.254 (192.168.1.254)  2.693 ms  2.445 ms  2.359 ms

 2  esr5.edinburgh5.broadband.bt.net (217.32.78.144)  31.791 ms  31.284 ms  31.252 ms

 3  217.32.78.125 (217.32.78.125)  31.156 ms  31.285 ms  31.243 ms

 4  213.1.69.74 (213.1.69.74)  40.214 ms  40.682 ms  41.114 ms

 5  213.120.162.67 (213.120.162.67)  40.479 ms  40.678 ms  41.048 ms

 6  31.55.165.107 (31.55.165.107)  40.687 ms  39.960 ms  40.858 ms

 7  acc1-10gige-11-2-0.mr.21cn-ipp.bt.net (109.159.250.78)  40.438 ms

    acc1-10gige-7-2-0.mr.21cn-ipp.bt.net (109.159.250.96)  41.518 ms

    109.159.250.62 (109.159.250.62)  41.245 ms

 8  core1-te0-3-0-13.ilford.ukcore.bt.net (109.159.250.152)  52.600 ms

    109.159.250.148 (109.159.250.148)  52.893 ms

    core2-te0-13-0-0.ilford.ukcore.bt.net (109.159.250.11)  54.167 ms

 9  peer1-xe2-0-0.telehouse.ukcore.bt.net (109.159.254.100)  46.586 ms

    peer1-xe3-3-1.telehouse.ukcore.bt.net (109.159.254.211)  63.498 ms

    peer1-xe2-0-0.telehouse.ukcore.bt.net (109.159.254.100)  46.916 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  50.580 ms  51.575 ms  51.158 ms

11  85.205.0.93 (85.205.0.93)  48.312 ms  49.075 ms  50.668 ms

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These ports are 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)

Can you help me, please?

[Retired-Rodney]

Hi @roberto14,

We've sent a software update to your Sure Signal.

Please wait 24 hours and reset your handset, when in range of the SS.

Thanks,

Rodney 

[veally]

I need to reset my VSS. Version 3, red light flashing, orange phone symbol solid. Please can you advise what I need to do next?

Ivan

[Jenny]

Hi @veally

To reset your Sure Signal:

1. Locate the button on the base of the box next to the Ethernet ports
2. Press and hold the button for approximately 30 seconds
3. Once the lights come back on, release the button
4. The Sure Signal will be back online in around 1 hour.

Thanks,

Jenny

[veally]

I have done that and it has not made any difference, hence my making contact on here.

[Retired-Rodney]

Hi @veally,

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

Rodney

[veally]

Speed test

http://www.speedtest.net/my-result/4190812322

Ping

15ms

IP Address

Your IP Address is

Serial Number

40132116597

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

C:\Users\ivanv>tracert 212.183.133.177

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

1 190 ms 1 ms 2 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 12 ms 10 ms 9 ms 31.55.187.144
5 10 ms 10 ms 10 ms 195.99.127.172
6 9 ms 9 ms 9 ms 195.99.127.70
7 9 ms 9 ms 9 ms 62.6.201.233
8 13 ms 10 ms 11 ms lndgw2.arcor-ip.net [195.66.224.124]
9 11 ms 11 ms 10 ms 85.205.0.93
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.

C:\Users\ivanv>

[veally]

I sent a comprehensive response with all this data yesterday - have you seen this and can you please respond if you have or have not seen it?

Thanks

[Amanda]

Hi @veally 

Thanks for providing that information. 

Please let me know your IP address and we'll also need the full light sequence you're seeing in order.

Also please try a different Ethernet cable to see if this helps. 

Thanks, 

Amanda