SureSignal v2 issue

[MiracleMaud]

I really am losing patience with this.

I have used the Sure Signal at home for a number of years now.  I've had problems off and on, but for me it has been extremely stable for around a year, and I have full signal in all parts of the house.  My partner, however, has a different experience.  He just doesn't connect to the Sure Signal - ever - and he's mightily hacked off by the whole things.  We have tried various restarts to the router, SureSignal and phones.  Due to a separate issue he has also, coincidentally had a new SIM.  My partner's phone routinely shows one "blob" of signal, which disappears immediately he tries to use his phone for anything at all.  A phone with No Service isn't acceptable.

I have tried refreshing his registration in the SureSignal user interface, and as that failed, I deleted him.  Then, I deleted him, and left him off for a couple of hourse before re-adding him.

Nothin so far has worked.  I would be very happy to provide each of our mobile numbers, but you will understand it feels imprudent to post that information on an open, public forum.

We have 80/20 fibre optic broadband, so neither speed nor bandwidth should really be an issue.

Can you please reset the SureSignal at your end, please?  

If that fails, I am pretty certain my partner will leave Vodafone.  It certainly doesn't feel fair he should be paying for a service which is useless in his own home.

What else can I try?

[Retired-Matt_B]

Hi MiracleMaud,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below 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,

Matt B

[MiracleMaud]

Speed test:  

Ping:  25ms

Download:  44.88Mbps

Upload:  16.35Mbps

This is a 80/20 connection and usually returns more, but this test was done on an older laptop, wirelessly.

Ping Test:

Line Quality:  A MOS 4.38

Ping 25ms

Jitter:  11ms

Packet Loss:  0%

IP Address:

86.130.155.36

Traceroute:

Microsoft Windows [Version 6.1.7601]

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

C:\>tracert 212.183.122.177

Tracing route to 212-183-122-177.adsl.highway.telekom.at [212.183.122.177]

over a maximum of 30 hops:

  1     3 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]

  2     *        *        *     Request timed out.

  3     *        *        *     Request timed out.

  4     7 ms     7 ms     7 ms  213.120.158.141

  5    12 ms    12 ms    13 ms  212.140.235.242

  6     9 ms     9 ms     9 ms  217.41.169.245

  7    10 ms    10 ms    10 ms  217.41.169.109

  8     9 ms     9 ms    12 ms  acc2-xe-5-1-2.sf.21cn-ipp.bt.net [109.159.251.24

3]

  9    18 ms    19 ms    19 ms  core2-te0-4-0-2.ealing.ukcore.bt.net [109.159.25

1.131]

 10    17 ms    16 ms    17 ms  peer2-xe9-1-0.telehouse.ukcore.bt.net [109.159.2

54.114]

 11    45 ms    45 ms    44 ms  linx-aon.highway.telekom.at [195.66.224.211]

 12    43 ms    44 ms    43 ms  195.3.70.89

 13    44 ms    44 ms    44 ms  INX1-GRAX2.highway.telekom.at [195.3.68.146]

 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.

C:\>cd c:

 The serial numbers of the SureSignals affected are:

Ground Floor:  40112222373

Upper Floor:   40123509545

For additional information; my mobile number ending 444 connects and works beautifully.  The troublesome one ends 839, and simply does not connect.  I have tried all manner or restarts of both SureSignal boxes, router and phones; none of which have helped.

If I can give you anything else, please let me know.

Many thanks.

[Gemma · Accepted solution]

Hi @MiracleMaud 

Please double check within the network settings on the phone, that 3G is enabled.

Your Trace route is timing out at the second hop.

Please test a different Ethernet cable and check your ports are opened as follows:

• 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

• 183.133.177-179
• 183.133.181-182
• 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.

Thanks,

Gemma

[MiracleMaud]

Many thanks Gemma - You hit on the issue.

The isue appears to be resolved (he suddenly has a full and consistent signal), since swithcing on his 3G.  I have no idea why it was off, and although I knew this was a requirement, I'd never have got there.

Thanks again.