Sure signal problem

[suntek]

Hi,

My sure signal is not working it is a sagem ver 1,lights 1,2 & 4 are lit but light 3 does not lit only when i carry out reset.

I have tried reset & deregistering & reregistering with no joy

speed test

ping  25ms

download 27.64 Mbps

Upload  4.15 Mbps

serial number 21221065796

IP 81.157.1.149

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

C:\Users\Ian>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 13 ms 14 ms 14 ms 217.32.141.131
3 15 ms 14 ms 14 ms 217.32.141.190
4 16 ms 17 ms 17 ms 212.140.235.82
5 17 ms 17 ms 17 ms 31.55.164.229
6 17 ms 16 ms 17 ms 31.55.164.109
7 17 ms 17 ms 17 ms 109.159.248.249
8 27 ms 22 ms 23 ms core1-te0-3-0-16.ilford.ukcore.bt.net [109.159.2
48.156]
9 21 ms 22 ms 22 ms peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.
254.122]
10 25 ms 25 ms 22 ms lndgw2.arcor-ip.net [195.66.224.124]
11 25 ms 25 ms 25 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 * * * 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.

Look forward to your reply

[richyrich0000]

download 2.83

upload 0.5

ping 44ms

jitter 2ms

unable to measure packet loss

external ip 82.152.41.197

sure signal serial 21196820241

  1    <1 ms    <1 ms     1 ms  10.40.120.254

  2    40 ms    39 ms    41 ms  lo0_ecldsl-bba1.gs1.eclipse.net.uk [82.153.1.65]

  3    40 ms    42 ms    40 ms  86.54.135.72

  4   168 ms   181 ms   129 ms  ldngw1.arcor-ip.net [195.66.224.209]

  5   210 ms   246 ms   270 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.

[Retired-EricChe]

@richyrich0000

We can see off our system that the last time the Sure Signal connect for use was on 11/11/13.

Due to this, the Sure Signal has now been removed from the system. We're unable to readd a Sure Signal once it has reached this state and therefore, a new Sure Signal will need to be purchased and registered. 

You can purchase a new Sure Signal here.

[tobynorfolk]

hello, I changed my router and my sure signal has not worked since, I have tried all the reset methods I can do myself and it has not worked. I have tried calling but keep getting passed around departments and not managed to speak with anyone who knew anything about sure signals! please can you reset my device. model 9361 home cell v2-v. serial no: 40112304908. thank you.

[Jenny]

@tobynorfolk - 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.

VSS Traceroute command

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[suntek]

Yes it is switched off

[Retired-Simon]

Hi @suntek

The next option is to try your Sure Signal on an alternative connection.

This'll determine if the Sure Signal is faulty.

Thanks,

Simon

[suntek]

Thanks but trying a differect connection is not possible plus cant really see how it can be the connection when the trace route etc came back ok with you guys.Would just buy a new sure signal but nowhere seems to have them so think i will just give up and change supplier which has decent covarage where i live.:smileysad:

[Retired-Laura · Accepted solution]

Hi @suntek

It appears that the latest Firmware hasn’t reached your Vodafone Sure Signal.

I’ve had this sent through again for you.

Please leave the device plugged in and turned on for 24 hours.

As Sukhi has advised before once this time period has elapsed, reset the phone and the Vodafone Sure Signal.

Cheers,

Laura

[suntek]

Hi 

Thanks for resending firmware it seems to have done the trick.

We are back working :smileyhappy:

Thanks for all the replies we got there in the end:smileylol:

[Gregory18]

Good afternoon Team,

I have a Vodafone Sure Signal, I plugged it into my router at work, it worked for a day and then no more.

I tried restarting it several times, to no avail. I then connected it to my router at home and then at a friends house, which did not work.

Our inhouse IT technician at work, has spent much time trying to resolve this, enabling all the port forwarding which is necessary, once again to no avail.

I've read through this blog and can see a possible cause being my IP address not being on the VF whitelist.

When would this be the case and how can we determine if that is the case?

Your optimistically, 

Many thanks,

Greg