Suresignal V1 stopped working since upgrade to fibre broadband

[john_g_shepherd]

Issue:   My Vodafone SureSignal (Mark1) has stopped working since I switched to Fibre Broadband (with a new Plusnet router) recently. I have looked at the troubleshooting page and tried to re-set the device (twice) and waited 24 hours as instructed

 Light sequence:           I still have only the first light lit: the second one flashes occasionally but not continually.

 Speed test results:       35 Mbps download, 1.9 Mbps upload

 IP Address:     80.189.142.72

Sure Signal serial number: 21224319026

Traceroute results:       Can’t do this (PC only) as I have a Mac

Further Information: Looking at the Troubleshooting page I have tried to check that the device is still registered, as instructed, but the SureSignal tab has disappeared completely from my MyAccount page, so I can’t do anything. My router is assigning an internal IP address OK and has UPnP enabled (also "Extended Security" is enabled). I guess that this may be either a registration problem that needs fixing, or a port forwarding problem on the router. Unfortunately I have no information on what needs to be done for this model of router (Plusnet FTTC SagemCom 2704N). Please advise me how to fix the problem.

***More*** I have finally found the Sure signal tab (a deeply unintuitive process, seriously over-simplified in the online videos: why on Earth don't you supply proper written instructions ???). I did this by (1) logging in to MyVodafone, (2) clicking on the "Manage" button next to the mobile phone number, (3)  clicking on "Manage Services" and (4) then clicking on "Sure Signal"). I then managed to re-register the device and got text messages saying that it's done. but we still have no connection (the first light is on, second light is now flashing slowly)

[cineriv]

Hi John and welcome,

You can do a traceroute on a mac although I can't tell you how. :smileyfrustrated: But post 3 on this thread should help .......

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Tracer-Route-on-a-Mac/m-p/1737264#M46499

 I would guess the server name would be 212.183.133.177

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

The Sure Signal details can be accessed from here.....

On the home screen of 'My Account'

• Select 'Manage' next to the main number beneath the bill date
• Under account services select 'Manage services'
• Select 'Sure Signal'

Hope that helps.

Mike.

[T_Scarface_M]

Hi John,

It sounds like it could be an issue with the router not having certain ports open. I would advise you to call your internet service provider plusnet and make sure all ports are open on the router.

If you still have no working Sure signal then please call Vodafone Customer Service via 191 or Live Chat through the website.

Hope this helps.

[grolschuk]

It's a fairly new router that plusnet have started shipping, their old BT Openreach Modem + Technicolor router, worked with the SureSignal without needing to make any modifications.

From a quick search, it seems PlusNet have done quite a lot of work to lock the router's advanced features down, thus making any config suggestions a lot harder.

In your plusnet online account portal, make sure the firewall is turned off.

Also (just to test) try turning off the firewall on the router, and putting the suresignal into the DMZ.

[john_g_shepherd]

Thanks for the advice. I have now

1) re-registered the Sure Signal OK,

2) set ports 8, 50, 123, 500 and 4500 to forward (as instructed in the troubleshooting guide).

3) Put the Suresignal's local IP address into the DMZ as suggested

4) Turned the firewall off

After steps 1 & 2 it eventually settled down cycling repeatedly through the following light sequence

First on for a while

Second flashing about 20 times

Second also on for about 10 sec

Fourth flashing about 20 times

All off briefly,  and then the cycle is repeated

Steps 3 & 4 have made no difference

I have changed things one at a time and reset it after changes. Presumably something else needs to be sorted out ? Any help would be v.v. welcome

Two things I have noticed with the router are

a) it doesn't give me any option to specify the external IP addresses for the ports being forwarded, or to ensure that a DNS address is set for the Sure Signal

b) If and when I go back to check the port forwarding, I find that it hasn't kept the TCP/UDP setting: all have reverted to UDP.

Are these things likely to be causing trouble ??

b)

[cineriv · Accepted solution]

Hi John,

Your description of the cycling sequence of the lights tells me straight away that your power supply has degraded.

This has become a common probem for the last year or so on the V1 Sure signal,. the remedy is quite cheap and easy .... Replacement power supplies are available on Ebay or Amazon and cost around £10 - 12 inc delivery. 

If you need further proof, read the first post here ......

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/SureSignal-1-flashing-but-not-working-possible-...

Regards.

Mike.

[john_g_shepherd]

Dear Mike

Well, thank you so much: that worked !! 

I had left it overnight: and in the morning lights 1, 2 & 4 were all on, and it was working (on one phone only).  I switched it off & on again to see if the second phone would connect. However , after 2 hours, it was back to the cycling sequence again...

I then noticed your post regarding degraded power supplies: so with great scepticism I substituted a spare 12V/3A supply, just on the off-chance...

And after half an hour: it was working again (and has stayed functional all day) !! I am amazed & delighted. I have put the firewall back on and had no problems, so I suspect it was probably the power supply all along and the switch to fibre & a new router may have been coincidental.

Many thanks for your help

John

[cineriv]

Hi John,

I'm glad it all worked for you :smileyhappy:

It's a difficult problem to diagnose, but the magic word is 'cycling'!

Almost everyone is sceptical when I say 'change your power supply' because the power light is the only light that appears to be working correctly! That included Landshark2007 who was so amazed that he looked into the problem a bit deeper to see what is actually happening when the SS cycles like it does, hence the article. 

I'm not that sure that it's a coincidence with the change of network , I've come across this a number of times, the other common cause seems to be a short mains outage.

Thank you for your post and good luck.

Mike.