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Solution

Sure signal problem

peterkarney
4: Newbie

‎21-09-2014 08:49 PM

Dear Vodafone,

 

I have a sure signal Serial number 21197185248 and it has recently stopped working.

 

It is suffering from the exact same issues as the people who are posting in this thread:

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Suresignal-Broken-and-needs-resynch/td-p/2235267...

 

I have called customer care a few times and gone throgh all of the reset procedures. Can you help me.

 

Her are some details:

 

Broadband speed 8Mbs downlink 1Mbs uplink.

All Sure Signal ports open and pointing to the sure signal IP address which is fixed and locked

Followed the reset process twice waiting 12 hours each time.

 

Suresignal stil not working.

It keep on going through a reset prcess.

 

Please see the tracert test

 

 

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

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 192.168.0.1
2 31 ms 31 ms 31 ms host-83-146-18-121.dslgb.com [83.146.18.121]
3 30 ms 30 ms 30 ms ge-0-0-0.30.cht-cor-001.dslgb.net [83.146.22.30]

4 30 ms 30 ms 30 ms so-0-0-0.0.thn-cor-001.dslgb.net [83.146.19.153]

5 33 ms 31 ms 31 ms lndgw2.arcor-ip.net [195.66.224.124]
6 32 ms 32 ms 31 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 * * * 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\peter>

 

Any ideas?

0 Thanks
12 REPLIES 12

peterkarney
4: Newbie

‎21-09-2014 09:03 PM

I am having issues with my sure signal too. It looks like one of your IP addresses is out: 

 

 

212.183.133.181

 

 

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

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 192.168.0.1
2 31 ms 31 ms 31 ms host-83-146-18-121.dslgb.com [83.146.18.121]
3 30 ms 30 ms 30 ms ge-0-0-0.30.cht-cor-001.dslgb.net [83.146.22.30]

4 30 ms 30 ms 30 ms so-0-0-0.0.thn-cor-001.dslgb.net [83.146.19.153]

5 33 ms 31 ms 31 ms lndgw2.arcor-ip.net [195.66.224.124]
6 32 ms 32 ms 31 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 * * * 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\peter>PathPing

Usage: pathping [-g host-list] [-h maximum_hops] [-i address] [-n]
[-p period] [-q num_queries] [-w timeout]
[-4] [-6] target_name

Options:
-g host-list Loose source route along host-list.
-h maximum_hops Maximum number of hops to search for target.
-i address Use the specified source address.
-n Do not resolve addresses to hostnames.
-p period Wait period milliseconds between pings.
-q num_queries Number of queries per hop.
-w timeout Wait timeout milliseconds for each reply.
-4 Force using IPv4.
-6 Force using IPv6.

C:\Users\peter>PathPing 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 peter-YYT [192.168.0.109]
1 192.168.0.1
2 host-83-146-18-121.dslgb.com [83.146.18.121]
3 ge-0-0-0.30.cht-cor-001.dslgb.net [83.146.22.30]
4 so-0-0-0.0.thn-cor-001.dslgb.net [83.146.19.153]
5 lndgw2.arcor-ip.net [195.66.224.124]
6 85.205.0.93
7 * * *
Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 peter-YYT [192.168.0.109]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 32ms 0/ 100 = 0% 0/ 100 = 0% host-83-146-18-121.dslgb.com [83.1
46.18.121]
0/ 100 = 0% |
3 31ms 0/ 100 = 0% 0/ 100 = 0% ge-0-0-0.30.cht-cor-001.dslgb.net
[83.146.22.30]
0/ 100 = 0% |
4 33ms 0/ 100 = 0% 0/ 100 = 0% so-0-0-0.0.thn-cor-001.dslgb.net [
83.146.19.153]
100/ 100 =100% |
5 --- 100/ 100 =100% 0/ 100 = 0% lndgw2.arcor-ip.net [195.66.224.12
4]
0/ 100 = 0% |
6 --- 100/ 100 =100% 0/ 100 = 0% 85.205.0.93

Trace complete.

C:\Users\peter>Ping 212.183.133.181

Pinging 212.183.133.181 with 32 bytes of data&colon;
Request timed out.
Request timed out.

Ping statistics for 212.183.133.181:
Packets: Sent = 2, Received = 0, Lost = 2 (100% loss),
Control-C
^C
C:\Users\peter>Ping 212.183.133.182

Pinging 212.183.133.182 with 32 bytes of data&colon;
Reply from 212.183.133.182: bytes=32 time=39ms TTL=53
Reply from 212.183.133.182: bytes=32 time=37ms TTL=53
Reply from 212.183.133.182: bytes=32 time=37ms TTL=53
Reply from 212.183.133.182: bytes=32 time=37ms TTL=53

Ping statistics for 212.183.133.182:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 37ms, Maximum = 39ms, Average = 37ms

C:\Users\peter>Ping 212.183.133.181

Pinging 212.183.133.181 with 32 bytes of data&colon;
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 212.183.133.181:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\peter>

 

 

0 Thanks

Gemma
Community Manager
Community Manager
In response to peterkarney

‎22-09-2014 03:16 PM

Hi peterkarney,

 

Your Sure Signal last made connection on the network on 20 September at 3.22am.

 

I can see it’s running the old firmware version.

 

I’ve requested this to be updated.

 

Please leave your Sure Signal for at least 24 hours and then turn your phone off and back on, after this.

 

Thanks,

 

Gemma

0 Thanks

peterkarney
4: Newbie
In response to Gemma

‎23-09-2014 10:53 PM

Hi Gemma,

 

Thanks for lloking into this. The situation has not improved. Now the sure signal never blinks the 4th light. It sits in a state where the power light is always on and the second light just flashed. So it seems that the firmware update has made thinks slightly worse.

 

What next?

 

Peter

0 Thanks

peterkarney
4: Newbie
In response to peterkarney

‎25-09-2014 08:10 AM

Hi Gemma,

 

Any word on waht the next steps should be?

 

Assuming that the firmware upgrade that you initiated has gone through the situation has slightly worsened. Now the first led is on all the time and the second led just continuously blinks. The fouth led never comes on. Any ideas.?

 

The problem that I have is that our two phones hardly work in our home for voice and data is non existant. We live on the top floor of a house in London N6 so it is really a pretty poor show that there is not better fundamental coverage from Vodafone. Let us not forget that Vodafone is a mobile carrier "stress on the word mobile". The concept of the femtocell or suresignal as you brand it is to fill holes in your network. Let us also not forget that I had to buy the suresignal in the first place and kindly donate some of my broadband connection to help Vodafone provide a good survice to me and the other phone user.

 

We really need to fix this issue shorly. 

 

I have now spent around 120 minutes of my time talking to customer care, running tracerts, configuring firewalls and reseting the suresignal. I am happy to waive the value of this time on this occasion as long as you can resolve the isse with 7 days.

 

Kind Regards,

 

Peter

0 Thanks

Retired-Simon
Moderator (Retired)
Moderator (Retired)
In response to peterkarney

‎25-09-2014 10:32 AM

Hi Peter,

 

As the firmware update is essentially a change to your Sure Signal, I’ve performed a resync.

 

It’ll need a factory reset as follows:

 

  •          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

Let us know how you get on after the reset.

 

Thanks,

 

Simon

0 Thanks

peterkarney
4: Newbie
In response to Retired-Simon

‎25-09-2014 07:41 PM

Hi Simon,

 

I have tried this reset procedure just now and still no luck. 

 

Wats next?

 

 

Peter

0 Thanks

DaveCD
Moderator (Retired)
Moderator (Retired)
In response to peterkarney

‎26-09-2014 03:11 PM

Hi peterkarney,

 

I checked and have seen that the update did not go through the first time.

 

I have now sent this again and checked that it hasn't failed.

 

Please ensure the Sure Signal remains connected and don't perform any resets for 24 hours.

 

DaveCD

0 Thanks

peterkarney
4: Newbie
In response to DaveCD

‎27-09-2014 08:16 AM

Hi DaveCD,

 

Currently the sure signal is plggged in at an alternate broadband connection (my work in fact), I had to get special permission to connect it into the internet side of the firewall. I will take  a look at it on Moday and then decide on the nexts steps.

 

Be honest with me. With all of the sure signals that seem to have gone wrong since the 18th iof September. What really happened? 

0 Thanks

DaveCD
Moderator (Retired)
Moderator (Retired)
In response to peterkarney

‎29-09-2014 05:03 PM

Hi peterkarney,

 

The update will have gone through as long as it's connected, and at the time of doing this for you, I was able to communicate with it so I know it was.

 

This is the cause of your issues.

 

Please let me know if you've seen a change.

 

DaveCD

0 Thanks