Suresignal V3 - resync request - 42150211383

[JoanneAllen]

Have reset Suresignal and waited 24hrs twice now but still not getting mobile signal whilst within couple of meters of device and not getting phone symbol light when calling from our registered mobiles. 

Getting Red light, internet light and signal light. 

Can we do anything more or is it upto Vodafone to re-sync device? 

Many Thanks

J

[BandOfBrothers]

Hi

Please look at http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Troubleshooting-Please-read-before-posting/td-p/... and https://support.vodafone.co.uk/Network-and-coverage/Sure-Signal/

And https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-Signal-V3-stopped-working/m-p/2410433#M714... for the ping tests to post.

[JoanneAllen]

Thanksbandofbrothers1, 

To Clarify: 

Solid Power Light

Solid Internet Light

Solid In Service Light

No In use light (Despite making calls from phones registered to the suresignal and beng in the same room as Suresignal).

Test resultst:

Ping = 16ms

Download Speed = 13.98Mbps

Upload Speed = 19.21Mbps

Jitter = 30ms

External IP: 212.250.52.247

Traceroute Results: 

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 2 ms 3 ms 2 ms TP-LINK.Home [192.168.1.1]
2 5 ms 8 ms 5 ms 2-52-250-212.static.virginm.net [212.250.52.2]
3 6 ms 5 ms 5 ms 1-52-250-212.static.virginm.net [212.250.52.1]
4 6 ms 6 ms 9 ms nott-lam-3-tenge84-3905.network.virginmedia.net
[62.255.228.214]
5 15 ms 9 ms 9 ms nott-core-2b-xe-1121-0.network.virginmedia.net [
80.1.79.241]
6 * * * Request timed out.
7 36 ms 10 ms 8 ms nrth-bb-1b-ae0-0.network.virginmedia.net [62.254
.42.130]
8 9 ms 9 ms 8 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
9 15 ms 13 ms 13 ms ldngw1.arcor-ip.net [195.66.224.209]
10 12 ms 14 ms 10 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.

[Ben_H]

Thanks for posting your results @JoanneAllen

Your speedtest and IP details look OK, and I can see the Sure Signal already synchronised in the early hours of this morning.

As you're a Virgin customer, you'll need to enable IPsec pass-through on your router.

If you're unsure how to do this, have a chat with your ISP. 

[JoanneAllen]

Thanks Ben, but we are using a TP-Link TD-W8968 with which IPsec VPN passthrough is enabled by default.

Further i have double checked and confirm this is set to passthrough. 

J

[Retired-Laura]

@JoanneAllen - Can you confirm if this is now working?

If you’re still having issues can you let know the light sequence that you can see.

[JoanneAllen]

Hi, Thanks for getting back to me - unfortunatley same issues, lights as per below: 

Solid Power Light

Solid Internet Light

Solid In Service Light

No In use light (Despite making calls from phones registered to the suresignal and beng in the same room as Suresignal).

Thanks

J

[Amanda]

Hi @JoanneAllen

Thanks for getting back to us. 

I've spoken to our support team and they've updated things from our end. This can take up six hours.  

After this please switch all registered phones off/on, whilst you're near the Sure Signal. 

Let us know if you need anything else  

Thanks, 

Amanda