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Solution

SureSignal V1 failing to connect since yesterday

garethr
12: Established
12: Established

‎15-10-2014 08:09 PM

Since sometime yesterday my V1 box is failing to connect and stuck in an apparent never ending connection loop. I get light 2 light solid, and light four flashes (presumably whilst the VPN connection handshakes), but never goes solid. Light 2 then drops out, flashes again before going solid and I get the flashing light 4 again. And the loop continues....

 

Apart from the odd issue here and there the V1 has mostly been fine until some point yesterday. I've tried a factory reset, and I've also tried via an alternative broadband connection (Infinity with a HH5) but this makes no difference. I'm connected to Virgin broadband via a Netgear R7000/Nighthawk.

 

To save some time here are the diagnosticsin advance:

 

S/N: 21221761543

 

Downstream: 157.26Mbps

Upstream: 11.97Mbps

 

Ping: 22ms

Jitter: 3ms

Packet loss: Unavailable due to the requirement to install Java which I don't intend on doing. Happy to produce results via an alternative means. I'm pretty confident there is no packet loss however - particularly given I have the same issue with two broadband providers.

 

Tracert (Virgin):

 

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 192.168.1.1
2 8 ms 15 ms 19 ms cpc5-alde4-2-0-gw.6-2.cable.virginm.net [81.110.20.1]
3 9 ms 7 ms 7 ms glfd-core-2b-xe-012-0.network.virginmedia.net [86.28.21.221]
4 10 ms 8 ms 9 ms popl-bb-1b-ae3-0.network.virginmedia.net [213.105.159.245]
5 7 ms 9 ms 9 ms popl-bb-2a-ae2-0.network.virginmedia.net [62.254.42.89]
6 * 12 ms 24 ms nrth-bb-2a-ae0-0.network.virginmedia.net [62.254.42.69]
7 11 ms * 9 ms nrth-bb-1b-ae0-0.network.virginmedia.net [62.254.42.130]
8 13 ms 27 ms 12 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
9 16 ms 17 ms 12 ms ldngw1.arcor-ip.net [195.66.224.209]
10 16 ms 13 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.

 

Tracert (BT Infinity):

 

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 315 ms 3 ms 1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 15 ms 31.55.187.193
4 16 ms 15 ms 16 ms 31.55.187.200
5 887 ms 17 ms 17 ms 195.99.127.52
6 17 ms 17 ms 17 ms 62.6.201.185
7 22 ms 21 ms 20 ms lndgw2.arcor-ip.net [195.66.224.124]
8 173 ms 21 ms 18 ms 85.205.0.86
9 * * * Request timed out.
10 * * * Request timed out.
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.

 

So both Tracerts pretty identical and hit the Vodafone network at 85.205.0.86.

 

Is there a network issue here or has my SureSignal died?

 

0 Thanks
13 REPLIES 13

Retired-Laura
Moderator (Retired)
Moderator (Retired)
In response to garethr

‎04-11-2014 12:58 PM

Hi @garethr

 

If you’ve had any issues with the power in your area this could of put all your router setting back to default.

 

Please ensure that your port forwarding is correct and that the IPSEC has been selected in the router settings.

 

Cheers,

 

Laura

0 Thanks

garethr
12: Established
12: Established
In response to Retired-Laura

‎04-11-2014 01:31 PM

Hi @Laura,

Thanks for the response. No power issues - in fact the SureSignal and my router are connected to a UPS (which is running fine along with the other devices connected).

I've never made any changes to the router setup in order to get the SS working - IPSEC pass through is working fine though so I can't see this being the issue (given that nothing has changed in my setup).

There has been no firmware updates to the router either.

I get the same results regardless of whether connected to Virgin (via a Netgear R7000) or BT Infinity with a HH5.

After your firmware update to the SS a few weeks back everything had been working fine until Sunday late morning.
0 Thanks

Ben_H
Moderator (Retired)
Moderator (Retired)
In response to garethr

‎05-11-2014 01:41 PM

Hi @garethr

If testing an alternative power lead hasn't helped and it's not working on either internet connection, then I'm afraid this points to a fault with the Sure Signal.

As it's a few years out of warranty, we'll be unable to repair or replace it. 

We currently sell Sure Signal V3 in store. At present, they're sold out online.

Thanks,

Ben

0 Thanks

garethr
12: Established
12: Established
In response to Ben_H

‎05-11-2014 02:24 PM

@Ben_H wrote:

Hi @garethr

If testing an alternative power lead hasn't helped and it's not working on either internet connection, then I'm afraid this points to a fault with the Sure Signal.

As it's a few years out of warranty, we'll be unable to repair or replace it. 

We currently sell Sure Signal V3 in store. At present, they're sold out online.

Thanks,

Ben

Hi Ben,

 

Thanks for the response. Thankfully since this early this morning the unit seems to be working again. I had a call back from a manager last night (which I'd requested due to unsatisfactory responses) and another resync/reset seems to have kicked it into life, which is good news, since we then don't need to get into an argument about paying for a new unit (hint: I didn't pay a thing for my first unit).

 

As an aside - I think the issue a lot of people have here when you guys are gleefully suggesting purchasing a new unit is that (whether they've actually paid for it or not) the SS isn't really a device that you'd ever consider that you "own" - given in many cases it is a necessary piece of equipment for a viable phone signal, it is just a "black box" which I'd consider an extension of the Vodafone network in many respects and as such you guys should take responsibility for it (much in the same way with Virgin Broadband their CPE is still really owned and managed by Virgin - if it breaks, whenever it breaks it is their responsibility). Even if you offered a "rental" option where you paid monthly as part of your bill for the SS this would be better than the current situation.

Of course if the device actually had some kind of accessible web/console interface, those of us of a more technical nature would probably save ourselves and yourselves a lot of time by being able to pinpoint faults pretty accurately rather than the generic resync/reset/firmware update process.