Sure signal problem

[Rbwindover]

Hi, my sure signal has been working fine and the last few days it is not picking up my phone, when I used to make a call the phone light on the box lit up and now it doesn't, I have tried a reset, the serial number of the box is 40120953456 please help

[mawscraft1959]

I own two sure signals that were running fine untill last saturday  when our router fell over we have replaced the router and I have had an it person in who has tried everything that seems to be suggested but with out result the sure signal goes from steady red light with  first light flashing then to flashing red light and two lights on orange and stayes there i have left it trying to conect for over 24 hours but with out sccess

speed 3.18mbps

0.80 mbps

Line Quality B

Ping 40ms

Jitter 6 ms

ip adress 79.121.176.251

Serial 42141628174 and 42141612434

1 <1 ms <1 ms <1 ms 192.168.16.1
2 26 ms 27 ms 27 ms lo.ctx-sharedpipe-wbc.edge01.lon3.uk.as20500.net
[109.204.99.251]
3 30 ms 28 ms 30 ms ae0-dot-3109.core01.lon5.as20500.net [109.204.1.
218]
4 41 ms 32 ms 27 ms xe-5-1-0-0.jar-001.h89.uk.easynet.net [135.196.6
9.118]
5 29 ms 34 ms 32 ms xe-0-2-1-3242.jar-004.thn.uk.easynet.net [135.19
6.69.124]
6 29 ms 30 ms 29 ms xe-0-1-0.jprg-01.thn.uk.easynet.net [135.196.65.
115]
7 * * * Request timed out.
8 31 ms 30 ms 29 ms 85.205.0.93
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.

[pchoho]

New sure signal registered and accepted. However get flashing red and fixed right hand amber. Tried reset etc.

Ping 21

download 37.61 mbps

upload  8.61 mbps

serial no. 42144738988

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Peter>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Peter>tracert 212.183.133.177

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

1 1 ms 1 ms <1 ms BThomehub.home [192.168.1.254]
2 7 ms 20 ms 19 ms 217.32.147.3
3 8 ms 7 ms 8 ms 217.32.147.46
4 9 ms 10 ms 9 ms 213.120.156.194
5 9 ms 9 ms 9 ms 217.41.168.191
6 9 ms 8 ms 8 ms 217.41.168.109
7 9 ms 11 ms 8 ms 109.159.249.236
8 9 ms 8 ms 9 ms core3-te0-19-0-27.faraday.ukcore.bt.net [109.159
.249.183]
9 9 ms 74 ms 11 ms peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.2
54.181]
10 14 ms 13 ms 13 ms lndgw2.arcor-ip.net [195.66.224.124]
11 20 ms 11 ms 10 ms 85.205.0.93
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 *

[pchoho]

correction

ping 21

download 37.61

upload  8.61

IP 86.140.29.135

serial no.  42144738988

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Peter>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Peter>tracert 212.183.133.177

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

1 1 ms 1 ms <1 ms BThomehub.home [192.168.1.254]
2 7 ms 20 ms 19 ms 217.32.147.3
3 8 ms 7 ms 8 ms 217.32.147.46
4 9 ms 10 ms 9 ms 213.120.156.194
5 9 ms 9 ms 9 ms 217.41.168.191
6 9 ms 8 ms 8 ms 217.41.168.109
7 9 ms 11 ms 8 ms 109.159.249.236
8 9 ms 8 ms 9 ms core3-te0-19-0-27.faraday.ukcore.bt.net [109.159
.249.183]
9 9 ms 74 ms 11 ms peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.2
54.181]
10 14 ms 13 ms 13 ms lndgw2.arcor-ip.net [195.66.224.124]
11 20 ms 11 ms 10 ms 85.205.0.93
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 *

[Ben_H]

Hi@pchoho ,

If you're using BT Homehub 4 or 5, you'll need to disable the "Smart Setup" feature so that your Sure Signal can register.

If you're unsure on how to do this on your router, please contact your ISP. The rest of the results that you posted check out fine.

Cheers,

Ben

[pchoho]

Hi,Thanks for 'info. I did a total reset inclding hub and waited a few hours and it has now started working.

Regards  Peter

[JBarrett]

Although it gave me the error message it does actually now work thank you

[Rbwindover]

Hi Matt, I already tried the trouble shooting guide, here are the results you requested

speed test

ping  32ms

download 13.66 Mbps

Upload  0.92 Mbps

serial number 40120953456

IP 86.130.71.1

Trace Route

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Rob>tracert 212.183.133.177

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

  1     1 ms     1 ms     1 ms  api.home [192.168.1.254]
  2    16 ms    16 ms    16 ms  217.32.147.4
  3    18 ms    18 ms    18 ms  217.32.147.46
  4    20 ms    19 ms    19 ms  213.120.177.74
  5    20 ms    20 ms    19 ms  217.41.168.191
  6    20 ms    20 ms    19 ms  217.41.168.109
  7    20 ms    19 ms    19 ms  acc2-10GigE-0-1-0-6.l-far.21cn-ipp.bt.net [109.1
59.249.222]
  8    23 ms    22 ms    23 ms  core2-te0-15-0-5.faraday.ukcore.bt.net [109.159.
249.155]
  9    23 ms    20 ms    23 ms  peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
 10    22 ms    23 ms    23 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 11    21 ms    21 ms    20 ms  85.205.116.10
 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\Rob>

[Retired-Andy]

Hi Rbwindover,  

I’ve checked our systems and can see your Sure Signal updated in the early hours of Sunday morning, are you still experiencing issues? Can I also confirm that you’ve previously had no issues connecting? Are you able to try the Sure Signal on a different broadband connection? So that we can be sure the Sure Signal is up to date, I’ve just forced a resync for you now.

To make sure the resync completes, can you perform a factory reset:-

• 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.

Let me know how you go on.

Thanks

Andrew

[Rbwindover]

Hi Andrew 

just checked it since I noticed your mail and have no signal on my iPhone 3GS So have done the reset as instructed, however it has been working intermittently up until today since I first mailed you.  It's a bit strange, it will work on my phone and at the same time my partner will have no signal on her samsung galaxy ace 2, then sometimes I have no signal on my phone but after making a couple of call attempts it will get a full signal.  I can pretty much rule out a broadband is sure as I said it can be working perfectly on one phone and not the other.  

we only had the iPhone 3GS on the system up until a week or so ago which worked fine,  my partner got a new phone a samsung galaxy ace 2 but kept her original vodafone sim, I put a the payg vodafone sim she got with her new phone in the iPhone 3GS , I couldn't get a signal on her new phone with her original sim, so I took ownership of the box and removed her number and put it back on again, but she still doesnt seem to get a signal, my iPhone with the PAYG sim has been working on and off since I took ownership of the box.

As a side note, I put my sons iPhone 4S on the system, he's contracted to vofafone and I can't get it to work on his phone at all.

regards, Rob

[Rbwindover]

Hi

Hi just to clarify, it seems that the only phone the sure signal will work on is the registered number, all be it intermittently, all additional numbers added fail to work, regards Rob