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

[adam812]

Hi Dave

The green power light is on along with the green light on the back of the unit by the network connection cable.

When I press the reset button all 4 lights go on and when released they flash on and off in sequence with the green power light the only one of the 4 that stays on.

Regards

Graeme

[Retired-Matt_B]

Hi adam812,

It may be worth testing the Sure Signal in a neighbour/family member's home. This will help rule out any fault with the hardware.

The minimum upload speed for the Sure Signal to work correctly is 0.33mbps, as you're below this we can't guarantee that it will work as intended.

The light sequence you're stating, seems to suggest that there may be a fault. Test it in a different location and let us know how you get on.

Thanks,

Matt B

[euanlab]

Hi  

we have a similar problem. The unit works ok at my home but does not work in my office. The router has been programmed to give the the sure signal box a fixed ip address and the ports have been opened up towards it

Below are the results requested.Iis there anything else you can suggest ?

speed test results = gamma broadband - Download 41.29Mg - upload 4.94Mg - ping 25ms
 ping test results = 35ms  jitter 5ms
 external IP address = 188.66.83.121

 Sure Signal serial number: 40133658878

Windows 8.1 PC OS

The results of a traceroute.

C:\Users\djp_admin>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 192.168.16.254
2 30 ms 23 ms 25 ms 88.215.57.252
3 78 ms 35 ms 22 ms 88.215.62.78
4 27 ms 31 ms 30 ms unknown.Level3.net [212.187.136.177]
5 29 ms 27 ms 26 ms ae-11-11.car1.Manchesteruk1.Level3.net [4.69.133.97]
6 71 ms 43 ms 53 ms ae-4-4.ebr1.London1.Level3.net [4.69.133.102]
7 52 ms 48 ms 49 ms ae-57-112.csw1.London1.Level3.net [4.69.153.118]

8 45 ms 41 ms 39 ms ae-115-3501.edge3.London1.Level3.net [4.69.166.130]
9 35 ms 34 ms 26 ms 195.50.118.230
10 25 ms 30 ms 29 ms 195.2.30.61

[Sukhi]

Hi euanlab

Everything looks OK with your traceroute. It has been a couple of days since the Sure Signal last updated on our servers, I'd recommend trying a factory reset.

VSS Factory Reset

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour

Thanks

Sukhi

[euanlab]

Hi

I've tried that and still no joy.

[swaapc]

HI,

I would be grateful for any assistance. My Sure Signal stopped working a few days ago after we lost the internet for a few hours. After return of the internet I left it for a few days but it basically hasn't worked since.

The red light is on and the wiffi (left hand light) and mobile phone symbols are just flashing together. 

Nothing has changed on the network and the Sure Signal has been running fine for about 3 years (see fault log for previous problem).

Details of box - Model 9361 Home Cell V2-V

Part number 3JR09110ABBA

Serial no. 40114670777

Our network Performance is 15.85Mbps and 1.18Mbps

Results of a Tracert 

C:\Users\chris>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 vig022930.router [192.168.0.251]
2 11 ms 12 ms 4 ms pppoe1.zycomm.uk.net [80.247.16.3]
3 6 ms 5 ms 4 ms vanguard.zycomm.uk.net [80.247.16.9]
4 13 ms 12 ms 11 ms nott-lam-3-tenge74-518.network.virginmedia.net [213.106.221.102]
5 11 ms 11 ms 10 ms nott-core-2b-xe-1121-0.network.virginmedia.net [80.1.79.241]
6 13 ms 13 ms 13 ms nrth-bb-2a-ae6-0.network.virginmedia.net [62.254.42.77]
7 15 ms 12 ms 11 ms nrth-bb-1b-ae0-0.network.virginmedia.net [62.254.42.130]
8 13 ms 13 ms 14 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
9 16 ms 19 ms 17 ms ldngw1.arcor-ip.net [195.66.224.209]
10 15 ms 15 ms 15 ms 85.205.0.86
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.

Any help would be grately appreciated as we get a very poor Vodafone signal in this area and am virtually dependent upon the Sure Signal for mobile connectivity. 

[swaapc]

Hi,

I was wondering if anyone could have a look at my problem as defined in message 104 posted on the 14-08-2014. I am now becoming desperate and if not resolved within the next few days will need to change suppliers as I effectively haven't had a reliable Mobile service now for over 3 weeks. 

regards

Chris Swaap

[Retired-Wayne]

Hi swaapc,

I’m sorry about the time it’s taken us to get back to you here. I’m not sure what happened there.

The best thing to do would be to perform a factory reset.

•          Hold the reset button, until all the lights come on or flash (after about 30 seconds)
•          Keeping the reset button held, remove and re-insert the power lead
•          Once all the lights come on or flash, release the reset button
•          The Sure Signal should come online within the hour

Everything else looks fine with your connection, speed and traceroute.

Please let me know how you get on.

Thanks,

Wayne

[swaapc]

Hi Thanks for getting back to me.

I have tried your suggestion and left it for 3 hours but no results. It just sat there with the red light on and nothing else.

I have tried it a second time (10 mins ago) and it is now sitting there with the red light on and the other two lights just flashing  evry second(ish).

I have had a previous problem with this unit back in early December 2013. Ben_h seemed to fix it as described in post 58 of this topic.

Any othere suggestions?

Thanks for your help.

[swaapc]

Quick Update. The Sure Signal is now sitting with just the Red light on.