SureSignal v3 3 solid lights with no 3G

[266bhr]

Returned from a short trip to find SureSignal has solid red + 2 solid white lights but my phone is not seeing a 3G signal from the unit. I have rebooted broadband router and the suresignal but no change in behaviour. I see other users reporting issues being deregistered, wanted to check there's nothing changed at the other end.

[BandOfBrothers]

Hi @266bhr

How long was your "short trip" ?

I ask because one of the troubleshooting FAQs in My-sure-signal-has-stopped-working-what-should-I-do.  is "Not for the last three months: We may have put a bar on it. You can remove this bar by calling us free on 191 from your Vodafone mobile."

Yes there has been a few recent threads where the sure signal has been apparently de registered. 

[266bhr]

Just a week's trip so no possibility of inactivity timeout leading to deregistering the unit.

[BandOfBrothers]

Ok.

I would then suggest checking with Live Chat or customer service that it's still registered. 

Live Chat link in my signature. 

They should be able to ReSync it too if necessary. 

[DaveCD]

@266bhr

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 

• Your ping test results

• Your external IP address

• The Sure Signal Serial number

• The lights you're seeing on the Sure Signal

• 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

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

[266bhr]

I reregistered and reset the unit today following a chat with Voda support but this hasn't addressed the issue. My router reports the unit has a connection to port 4500 on IP 212.183.131.137

Speedtest: 22ms ping latency, 19.2MB/s download, 1.7MB/s upload

Pingtest: I don't use Java or Flash for security reasons 

External IP: 62.49.60.79

Serial: 40134951801

Lights: Solid red & 2 solid white lights

Traceroute:

Alex-MBP:Downloads alex$ traceroute 212.183.131.177

traceroute to 212.183.131.177 (212.183.131.177), 64 hops max, 52 byte packets

 1  192.168.1.1 (192.168.1.1)  3.320 ms  0.896 ms  0.894 ms

 2  194.159.169.241 (194.159.169.241)  39.554 ms  38.295 ms  39.159 ms

 3  anchor-access-4-s2003.router.demon.net.23.217.194.in-addr.arpa (194.217.23.9)  46.395 ms  275.094 ms  147.078 ms

 4  gi7-0-0-dar4.lah.uk.cw.net (194.159.161.94)  39.838 ms  41.912 ms  44.330 ms

 5  xe-11-1-0-xur1.lns.uk.cw.net (193.195.25.34)  40.366 ms  40.121 ms  39.774 ms

 6  xe-0-3-0-16-xcr1.lns.cw.net (194.70.97.66)  52.419 ms  40.885 ms  39.698 ms

 7  * * *

 8  * * *

 9  * * *

10  * * *

[DaveCD]

@266bhr

I can see the Sure Signal was registered successfully yesterday.

Everything you've posted looks fine and the lights you describe mean the Sure Signal is active and ready to take calls.

It can take up to six hours for the Sure Signal to stabilise after a registering and may be the reason you were unable to make/receive calls.

If you're still having difficulties, please test the Sure Signal at another location such as a friend or family members (preferably with a different ISP).

[266bhr]

Tried it on a neighbour connection this morning (PlusNet rather than Demon/Voda) and got the same end result - solid red and 2 solid white but no 3G output. Traceroute below, and SureSignal again showing a connection to port 4500 on 212.183.131.138

Alex-MBP:Downloads alex$ traceroute 212.183.131.177

traceroute to 212.183.131.177 (212.183.131.177), 64 hops max, 52 byte packets

 1  192.168.1.1 (192.168.1.1)  3.138 ms  0.983 ms  0.879 ms

 2  lo0.14.central14.pcl-bng02.plus.net (195.166.130.155)  20.815 ms  20.851 ms  21.963 ms

 3  irb.14.pcl-cr02.plus.net (84.93.249.146)  22.502 ms

    irb.14.pcl-cr01.plus.net (84.93.249.145)  23.863 ms  21.323 ms

 4  195.99.126.96 (195.99.126.96)  22.192 ms

    195.99.126.98 (195.99.126.98)  22.525 ms  22.360 ms

 5  core3-te0-19-0-26.faraday.ukcore.bt.net (109.159.249.55)  22.367 ms

    core4-te0-19-0-19.faraday.ukcore.bt.net (109.159.249.27)  22.437 ms

    core4-te-0-12-0-19.faraday.ukcore.bt.net (109.159.249.21)  22.937 ms

 6  peer1-xe-11-1-0.faraday.ukcore.bt.net (213.121.193.181)  22.961 ms  23.192 ms  24.370 ms

 7  166-49-211-228.eu.bt.net (166.49.211.228)  31.521 ms  23.326 ms

    t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  22.975 ms

 8  166-49-211-254.eu.bt.net (166.49.211.254)  22.412 ms  22.126 ms  22.149 ms

 9  * * *

10  * * *

[266bhr]

@DaveCD I had omitted that the new IP on my side is 146.200.201.115. Let me know what my next option is here pls.

[DaveCD]

@266bhr

I've resynched your Sure Signal to ensure it's on our network.

I'm unable to ping any information to it at this time. This may be because the Sure Signal is still initiating (this can take up to six hours).

The IP address is fine and so are the traceroute details.

Please check the Ethernet cables are connected to the right ports in the Sure Signal and on your router and reset it.