Sure signal v1 problems

[amzeus76]

I upgraded both of my phones on tuesday and changed the sims to nano sims, since then i have not been able to get a signal from our sure signal, i have tried everything on the forums from rebooting the sure signal, removing the numbers and adding again but it has not worked. 

[Retired-Ian_]

Hi amzeus76,

Thanks for posting.

You'll need to deregister the Sure Signal, leave it 24 hours then register it.

The Help videos I've attached will guide you through the process.

Thanks

Ian

[amzeus76]

Hi i did this but now the sure signal is not working, i get 1,2,3 flash together, then 2, then 1 and 3 together. Im also having trouble with both numbers not recieving texts until hours later and calls keep failing even when we have full signal, this has happened since we switched our numbers to different sims.

[amzeus76]

I haven't touched it but now its flashing 1 and 2, 2 then 1

[Retired-Andy]

Hi amzeus76,

The light sequences you were seeing shows that the Sure Signal is going through the set up process and downloading a profile.

Have the lights now stopped flashing and is the Sure Signal working normally?

If not, make sure the following ports are open/forwarded on your router:-

Port Number

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

Also, make sure the connections between the Sure Signal and router are secure.

If this doesn’t work, we’ll need some additional information from you. Can you provide the following please:-

Your Sure Signal serial number.
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:

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.

Cheers,

Andy

[amzeus76]

hi 

all port forwarding done 

i've got my external facing IPv4 and IPv6 address but i'm not to keen on putting them on a public forum i'd be happy to email directly to the correct department though

Speedtest
Ping 47ms
Down 9.95Mbps
Up 0.32
------------------------------------------------------------------------------

Pingtest results
Packet loss unable to test
ping 53ms
jitter 1ms
line quality B*

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

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

C:\Users\A Martin Zeus Brown>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 88 ms 91 ms 150 ms lo0-central10.pcl-ag06.plus.net [195.166.128.187]
3 38 ms 39 ms 38 ms link-a-central10.pcl-gw01.plus.net [212.159.2.180]
4 38 ms 38 ms 39 ms xe-10-3-0.pcl-cr01.plus.net [212.159.0.212]
5 47 ms 38 ms 38 ms xe-11-2-0.edge3.London2.Level3.net [212.187.201.213]
6 46 ms 45 ms 44 ms vl-3201-ve-128.ebr2.London2.Level3.net [4.69.202.177]
7 45 ms 45 ms 45 ms ae-41-41.ebr1.Paris1.Level3.net [4.69.159.82]
8 45 ms 46 ms 45 ms ae-61-61.csw1.Paris1.Level3.net [4.69.161.78]
9 45 ms 45 ms 44 ms ae-1-60.edge5.Paris1.Level3.net [4.69.168.8]
10 56 ms 54 ms 55 ms CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200.42]
11 108 ms 49 ms 48 ms 195.2.9.193
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.

[Retired-Ian_]

Hi amzeus76,

Thanks for supplying this information.

We normally look at an upload speed of 0.33 as a minimum.

Can you supply the serial number of the Sure Signal so we check what's going on?

Thanks

Ian

[amzeus76]

serial number is 21224050886

[Retired-Dave]

Hi amzeus76,

Can I check that you've followed these steps when resetting the Sure Signal? If not, give this a go for me:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

I can't see what software version your Sure Signal is using. I'll get this checked and any updates pushed through.

Dave

[amzeus76]

I did that about 3 hours ago but im still getting 1 &2 together, 2 then 1. The sure signal was working fully before we upgraded our phones and contract.

Since upgrading both phones to new sims we also can't text or call even when we have a full signal, its been taking around 6 hours for texts to come through to each other and we keep getting a lot of call failing, yet again our numbers were working fine on the old sims and this only started when we moved our numbers to the new sim cards.