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

[peterruffley]

flashing red light 

no interent

two other lights on

requested info below

http://www.speedtest.net/my-result/3681691853

http://www.pingtest.net/result/103805891.png

81.130.40.200

42141617128

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\peter.ruffley>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  BTBusinessHub.home [172.16.0.1]

  2    17 ms    16 ms    17 ms  host81-134-80-1.in-addr.btopenworld.com [81.134.

80.1]

  3    17 ms    16 ms    17 ms  213.120.182.141

  4    18 ms    18 ms    18 ms  213.120.161.82

  5    18 ms    17 ms    18 ms  213.120.182.65

  6    17 ms    18 ms    17 ms  31.55.164.107

  7    22 ms    22 ms    22 ms  acc1-10GigE-0-2-0-4.bm.21cn-ipp.bt.net [109.159.

248.104]

  8    25 ms    23 ms    23 ms  core1-te-0-15-0-0.ilford.ukcore.bt.net [109.159.

248.142]

  9    22 ms    21 ms    22 ms  core1-pos9-2.bletchley.ukcore.bt.net [194.72.31.

153]

 10    40 ms    24 ms    26 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    25 ms    24 ms    24 ms  85.205.0.86

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *

[DaveCD]

Hi peterruffley.

The lights indicate that the Sure Signal is not active and has failed to authenticate onto the Vodafone network.

I've checked and can see that it is yet to connect with our servers.

Please ensure that the following ports are open on your router:

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

•          212.183.133.177-179
•          212.183.133.181-182
•          212.183.131.128-191

I can see it's registered successfully, so 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.

If you're still experiencing issues, please try with a different Ethernet cable.

DaveCD

[hobbsg51]

Hi 

After working fine since new (dec13) my SureSignal 3 has been giving intermittent problems for a couple of months with no 3g signal being found by my phone. It now seems to have stopped working completely.

The Power, Internet and Service lights are all solid.

My phone works on 3g ok when I am picking up a signal away from home

I have tried factory reset, new internet cable, different port on router etc but no success.

Results of your recommended tests are as follows

Your speed test results

37Mbps down

7.68 Mbps up

Your ping test results

7ms

Your external IP address

92.19.214.199

Your Sure Signal serial number:

 40133649489

The results of a traceroute.

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

 1  192.168.0.1 (192.168.0.1)  0.488 ms  0.263 ms  0.221 ms

 2  host-62-24-233-173.as13285.net (62.24.233.173)  5.359 ms  5.216 ms  4.872 ms

 3  host-78-151-238-217.as13285.net (78.151.238.217)  9.310 ms  6.449 ms  6.600 ms

 4  host-78-151-238-196.as13285.net (78.151.238.196)  7.302 ms

    host-78-151-238-216.as13285.net (78.151.238.216)  7.297 ms

    host-78-151-238-220.as13285.net (78.151.238.220)  7.166 ms

 5  host-78-144-1-10.as13285.net (78.144.1.10)  7.291 ms

    host-78-144-1-22.as13285.net (78.144.1.22)  7.239 ms

    host-78-144-1-30.as13285.net (78.144.1.30)  7.481 ms

 6  host-78-144-1-18.as13285.net (78.144.1.18)  7.400 ms

    host-78-144-1-16.as13285.net (78.144.1.16)  7.459 ms

    host-78-144-0-193.as13285.net (78.144.0.193)  7.238 ms

 7  host-78-144-10-225.as13285.net (78.144.10.225)  7.266 ms

    host-78-144-0-166.as13285.net (78.144.0.166)  7.040 ms

    host-78-144-10-78.as13285.net (78.144.10.78)  7.334 ms

 8  lndgw2.arcor-ip.net (195.66.224.124)  11.358 ms

    85.205.0.93 (85.205.0.93)  8.575 ms

    lndgw2.arcor-ip.net (195.66.224.124)  11.654 ms

 9  * * *

10  * * *

[Retired-Matt_B]

Hi hobbsg51,

I've had a look at your Sure Signal from this end and it looks to be connected to our systems.

Are you now back up and running?

Thanks,

Matt B

[hobbsg51]

Hi Matt

No still the same problem, no signal to my phone. As soon as I leave the house and get a signal the phone works fine on 3G.

[Ben_H]

Hi folks,

hobbsg51 - As it's connecting to the servers OK, please try another Ethernet cable. If it still doesn't improve, try testing the unit at a friend or relative's house for an hour or so. 

This will help us to rule out a hardware fault.

@mawscraft1959 - Welcome to the eForum.

Your speedtest results are below the minimum 4.13Mbps download we recommend for Sure Signal. I'd speak to your ISP about your speed options. 

I've pushed a manual resync through for each device for you too so we can rule out a server error. You'll need to reset each Sure Signal to complete this though.

Cheers,

Ben

[mawscraft1959]

Thanks for the reply. I understand that our broadband speed is slow. We are waiting on BT to upgrade our local exchange which is due later this year. However the two sure signal 3 units have been working fine for the last three months on this line giving us five bar signals without noticable effect on any of our other equipment. It is only due to the failure of our router and the installation of a new one that the problem has begun. I have done a reset as instructed ( I am not at all techi so please excuse if I ask simple questions). This I did by pressing the reset button until the lights all went out disconnecting the data lead and reconnecting it- is that correct?

I have also just set up the one unit- I thought if we could get the one unit running first this would make it simpler. 

After restart  the red light was solid and the first light flashed slowly white after about one minute the red light started flashing and the two righthand lights came on orange. 

I have just returned to the office and the status of the lights is still the same as it was two hours ago when I restarted the sure signal.

Please note I have an IT professional that can make changes to our configuration if nessesary provided he is informed of what he needs to do

Again many thanks for taking the time to try and help me resolve this it is a super peice of equipment when it is working

Best regards

Peter

[mawscraft1959]

Hi Ben

As suggested in various posts I tried my sure signal boxes on the next door set up it authenticated and was up and running in about 40 minuetes I took down the make and model of router that they have and went and purchaced the same router this seems to of solved my problem. It seems the boxes dont like fancy latest speed routers the one I purchaced first was 110 Pounds super fast wifi Tp link router Ac 1750 which as we had it set up was oviously not compatable with the sure signal  the new one a netgear N300 for 40 Pounds worked out of the box and I have five bars again on both sure signal boxes.

So again many thanks to all who posted its been a bit of a learning curve for me but alls well that ends well

Best regards 

Peter

[Jenny]

Hi Peter,

That’s great!

Thanks for letting us know that this is up and running again now.

Cheers,

Jenny 

[hobbsg51]

Reference my prvious post and your response.

I have now tried my suresignal at a work colleagues house who also has the same model. My phone works on his suresugnal ok but once we relace it with mine, the lights are all correct but neither of us get a signal from it. 

So it's definitely a problem with the suresignal itself. How do I get this replaced as it's still under a year old so in warrantly.