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suntek · ‎31-01-2015

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

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

Retired-Laura · ‎14-02-2015

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

View solution in original position

Retired-Laura · ‎23-02-2015

Hi @Gregory18

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.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

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

Thanks,

Laura

fletcherjohns · ‎26-02-2015

Hi

To cut a long story short, my SureSignal v3 stopped working after many months of solid service, and when I checked it appeared that my account had gotten confused with which sure signal it was associated with (my account was associated with a sure signal serial number different to my current one). I am guessing that somehow my account got re-associated with an old sure signal - which I no longer own.

Anyway, I deregistered this "old" sure signal, and then went to register my current sure signal - with serial number 40134610894.

However, I've tried to register this sure signal several times in the last few times and each time the vodafone website states that it can't register the sure signal and that I should try again later.

So I want to register my sure signal with serial number 40134610894 to my account. Please can you help?

Thank you

Sukhi · ‎27-02-2015

Hi @fletcherjones

Live help will be able to look into this for you.

Thanks,

Sukhi

MrShort · ‎11-07-2015

Hi,
Sorry for jumping on a thread, but I am pulling out what little hair I have left...
I have power and system light, but no 3G on devices (iPhone 6 and Nokia Lumia 635). The 'Phone Connected' indicator remains off during calls on any registered devices.
I have tried, over the last few hours: Using UPNP, complete port forwarding and placing the VSS in the DMZ of MediaHub2 Router, to no avail.

VSS V2 40110448293
82.24.23.53

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Carl>tracert 121.183.133.177
Tracing route to 121.183.133.177 over a maximum of 30 hops
1 1 ms 1 ms <1 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 10 ms 27 ms 16 ms sotn-core-2b-xe-813-0.network.virginmedia.net [6
2.255.45.93]
4 23 ms 14 ms 16 ms brhm-bb-1b-ae13-0.network.virginmedia.net [62.25
3.175.34]
5 29 ms 27 ms 22 ms teln-ic-1-ae0-0.network.virginmedia.net [212.43.
163.250]
6 19 ms 25 ms 27 ms m282-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.26
]
7 30 ms 27 ms 19 ms be2494.ccr42.lon13.atlas.cogentco.com [154.54.39
.130]
8 93 ms 98 ms 98 ms be2490.ccr42.jfk02.atlas.cogentco.com [154.54.42
.85]
9 105 ms 105 ms 110 ms be2149.ccr42.dca01.atlas.cogentco.com [154.54.31
.125]
10 117 ms 118 ms 117 ms be2169.ccr42.atl01.atlas.cogentco.com [154.54.31
.97]
11 139 ms 136 ms 142 ms be2173.ccr22.iah01.atlas.cogentco.com [154.54.29
.118]
12 170 ms 168 ms 171 ms be2066.ccr22.lax01.atlas.cogentco.com [154.54.7.
54]
13 166 ms 163 ms 172 ms be2179.ccr23.lax05.atlas.cogentco.com [154.54.41
.82]
14 184 ms 158 ms 168 ms 38.104.84.190
15 302 ms 309 ms 306 ms 112.174.87.61
16 296 ms 308 ms 298 ms 112.174.84.113
17 295 ms 303 ms 300 ms 112.174.48.157
18 289 ms 343 ms 296 ms 112.174.16.254
19 293 ms 295 ms 291 ms 112.188.132.162
20 298 ms 297 ms 294 ms 112.188.145.38
21 307 ms 307 ms 306 ms 112.188.149.74
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.
I hope someone can help me out there, much obliged...

Jenny · ‎14-07-2015

@MrShort – The info you’ve provided is showing some very high results.

Please do another traceroute and if this shows figures over 200ms again, you’ll need to contact your ISP to see if there’s anything they can do.

If the results are lower, please paste them here and we can look into this further.

MrShort · ‎13-07-2015

Hi,
I have tried attaching this to a running thread, but no replies, so attempting here...

Also tried Live help, spent two hours on the phone then old to wait for a call, which never happenned. This can't be rocket science, I think I need a re-sync as even with no firewall on hub there's no 3G on devices.

Post from yesterday:

I have power and system light, but no 3G on devices (iPhone 6 and Nokia Lumia 635). The 'Phone Connected' indicator remains off during calls on any registered devices.
I have tried, over the last few hours: Using UPNP, complete port forwarding and placing the VSS in the DMZ of MediaHub2 Router, to no avail.

VSS V2 40110448293
82.24.23.53

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Carl>tracert 121.183.133.177
Tracing route to 121.183.133.177 over a maximum of 30 hops
1 1 ms 1 ms <1 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 10 ms 27 ms 16 ms sotn-core-2b-xe-813-0.network.virginmedia.net [6
2.255.45.93]
4 23 ms 14 ms 16 ms brhm-bb-1b-ae13-0.network.virginmedia.net [62.25
3.175.34]
5 29 ms 27 ms 22 ms teln-ic-1-ae0-0.network.virginmedia.net [212.43.
163.250]
6 19 ms 25 ms 27 ms m282-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.26
]
7 30 ms 27 ms 19 ms be2494.ccr42.lon13.atlas.cogentco.com [154.54.39
.130]
8 93 ms 98 ms 98 ms be2490.ccr42.jfk02.atlas.cogentco.com [154.54.42
.85]
9 105 ms 105 ms 110 ms be2149.ccr42.dca01.atlas.cogentco.com [154.54.31
.125]
10 117 ms 118 ms 117 ms be2169.ccr42.atl01.atlas.cogentco.com [154.54.31
.97]
11 139 ms 136 ms 142 ms be2173.ccr22.iah01.atlas.cogentco.com [154.54.29
.118]
12 170 ms 168 ms 171 ms be2066.ccr22.lax01.atlas.cogentco.com [154.54.7.
54]
13 166 ms 163 ms 172 ms be2179.ccr23.lax05.atlas.cogentco.com [154.54.41
.82]
14 184 ms 158 ms 168 ms 38.104.84.190
15 302 ms 309 ms 306 ms 112.174.87.61
16 296 ms 308 ms 298 ms 112.174.84.113
17 295 ms 303 ms 300 ms 112.174.48.157
18 289 ms 343 ms 296 ms 112.174.16.254
19 293 ms 295 ms 291 ms 112.188.132.162
20 298 ms 297 ms 294 ms 112.188.145.38
21 307 ms 307 ms 306 ms 112.188.149.74
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.
I hope someone can help me out there, much obliged...

Apple_Fanboy · ‎13-07-2015

Mi Mrshort

Im sure one of the Forum Team will be along soon to force a resync for you but i highly doubt that will fix your issue.

From looking at the Internet details you provided your upload/download look fine but you traceroute shows some issues with your connection from hop 8 onwards. Each hop is over 100ms with some over 300ms...this will be causing timeouts when establishing the secure VPN tunnel that the Sure Signal needs to work.

I would suggest sharing the information with Virgin Media and seeing if they can help resolve this issue,

Thanks

John

MrShort · ‎13-07-2015

Cheers Fanboy,
Still no response from Sure Signal team, was waiting for a call back for six hours before giving up for the day.

I'll pass on the traceroute info to VM, but was under the impression that the hops taking excessive time were out of the remit for ISP... Interesting that you think it could be resolved by them...

I really would like to be told whether any activity can be seen on the servers; at the simplest stage here I have hardware Firewall turned off and can't leave it like this forever!

Thanks for the reply, hopefully someone from Vodafone is reading.

cineriv · ‎14-07-2015

Hi MrShort,

The reason for the poor result on your traceroute is because you entered the wrong destination address and finished up in South Korea :smileysurprised:

https://db-ip.com/112.188.149.74

The correct address is 212.183.133.177 ......... You entered 121.183.133.177

Could you retry the tracroute with the correct IP address please.

Regards

Wendycatsaway · ‎19-03-2015

My sure signal is working fine with my mobile number. I can't add another though. I registered it years ago, and I've had recent messages asking me to update location, even though I've not moved anywhere, but I have changed to new BT high speed router. Only option under "Manage" is to Register it, but already done. Please advise - I need to add new Vodafone numbers urgently.

Thanks

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