SureSignal

[ihowell67]

My suresignal3 has stopped working after nearly 12 months of perfect operation.

Red power light is flashing.

Orange inservice light is solid.

All other lights off.

Have tried a reset.

Have deregistered and reregistered.

SureSignal has an IP address on router.

Nothing has changed with my own setup.

Cant get it working anymore.

Please help.

Thanks

Ian

[BandOfBrothers]

Hi Can you confirm which model you have please. Sometimes contacting Customer Support can resolve the issue. Enquiries : please speak to Vodaphone Customer Service on 191. Or use a Landline to ring them. Contract Customers : tel:03333040191 and Pay As You Go Customers : tel:03333048069 Or use Live Chat which is found in the 'Contact Us' Link at the foot of the forum page. Please use a Pc or Mac. You may need to leave the Live Chat page open a short time for Live Chat to initialise.

[ihowell67]

HI.

Yes.

Its a SureSignal3.

thanks

[BandOfBrothers]

Hi

This is what I can find via the Help and Support page.

"Reset your Vodafone Sure Signal 3
Hold the reset button for 10 seconds to restore factory settings. This won’t affect the registered information on your online account, like numbers, location, etc. This can take between 20 minutes to 6 hours to complete.
Holding the reset for more than 15 seconds will switch off the device.
You’ll know the Sure Signal is working when the first light is solid red, the second and third solid white. The fourth light will be solid white when the Sure Signal is in use.

If your box still isn’t functioning, check out our Sure Signal eForum or give us a ring free on 191 from a Vodafone mobile."

If no help then I would follow my previous advice and contact customer service.

[Jenny]

@ihowell67

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.

[ihowell67]

Hi.

Tried all the troubleshooting tips but nothing worked.

Speedtest: 7mb

Ping test: B* 

IP addr: 95.146.240.235

SureSignal3 serial number: 40131157386

Tracert output:-

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 192.168.0.1
2 30 ms 30 ms 29 ms 217.32.98.250
3 29 ms 30 ms 29 ms 217.32.98.161
4 44 ms 30 ms 33 ms 213.1.67.66
5 34 ms 30 ms 30 ms 87.237.20.128
6 34 ms 37 ms 39 ms 80.157.131.33
7 63 ms 43 ms 43 ms 87.190.232.58
8 45 ms 44 ms 53 ms ae22-xcr1.lns.cw.net [195.2.30.61]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.

thanks for helping

[Gemma]

@ihowell67

It’s not made connection with the network since the 29^th May.

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

When you've followed the above steps, perform another 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.

If It’s not working after this, please test it at a different location.

[ihowell67]

Hi Gemma,

Thanks for your help.

I am not sure how to check ,my ports or the IP address you mentioned.

Do I check these on the actual router.

I have a netgear D6300.

I initially set it up but only the basic settings and most of the settings are default.

The problem is that this suresignal was supposed to work out of the box as a plug and play device. And it has been for over a year. Working pefectly. Now it has stopped working and I havent changed anything on my router. 

So is this something that my ISP could have interferred with ?

I have changed cables but no joy.

Anyway. If you have any help on what to check/add/update on a Netgear D6300 then that would be great. I am relunctant to change them without knowing what I am doing.

Its a shame its stopped working as it was great for a long time.

Thanks
Ian

[Gemma]

@ihowell67 – Please speak to your ISP (internet service provider), so they can go through this with you.

To rule out a faulty Sure Signal, you could also test it at a different location.

[ihowell67]

ok thanks for your help.