Suresignal not working

[Kengr1]

Hello

Suresignal v1 S/N 21196794842

I have two sure signala a v1 and a recently acquired v3. Both have been working very well.

Last week I changed my ISP, and my ADSL modem/router. With some reconfiguration on my network.

The v3 still works flawlessly, but the v1 only displays the single power light. This is despite a couple of resets. Can you help please?

[Retired-Matt_B]

Hi vodaxxphone,

Your traceroute results are fine. Could you let us know the Sure Signal serial number and your IP address? 

We'll then be able to have a look at the Sure Signal stats from our end.

Thanks,

Matt B

[vodaxxphone]

Matt

Serial 40134919246

ip 2.98.176.44

Just ended a conversation with the support desk who have told me that the internet speed of 3.2Mbs is not sufficient to run a Suresignal, they were unable to explain how it had been working perfectly for 3 months with the same speed (I check it regularly)

Everything else works OK on the internet, BBC iplayer, Skype, Youtube, so I believe that they are just clutching at straws. There is only one handset registered to this Suresignal.

[Retired-Andy]

Hi vodaxxphone,

Your IP address is on our whitelist, so no problems there.

A Sure Signal needs a minimum of 0.36Mbps upload speed to maintain a connection to our servers.

Check here to see what your download and uploads speeds are.

Do you have any other devices (a smart TV, pc/laptop) that also use your connection?

If so, they make take the upload speed below the minimum needed.

If this is the case, you’d need to talk with your ISP about increasing your speed.

Thanks,

Andy

[vodaxxphone]

Thanks for that. The upload speede is 0.6, well within the requirement.

Just to recap on this problem - and sorry to go on but this is now a real problem becuaues we have no signal in the village.

1. The Suresignal has been working well for 3 months, it suddenly stopped a week ago, no changes were made to the set-up here.

2. The handset, iphone 5s, works perfectly well in an area witha normal signal.

3. The Suresignal 3 lights are all OK, solid red, 2 solid whites

4. The Suresignal gives a solid 4 bars of signal.

5. The system will receive calls and texts OK, communication is fine for an incoming call.

6. The system does not work even when all other internet activity is stopped.

7. We have reset the phone several times

8. We have reset the Suresignal several times

9. iphone SIM card has been changed

10. Software updates have been loaded onto the Suresignal.

11. Internet speeds are 3.6 down and 0.6 up.

12. The system can send texts OK

When the phone is used for an outgoing voice call it shows 'Call failed' on the screen, lots of different numbers have been tried.

What else can we try, perhaps another Suresignal unit?

Regards

Tony

[Retired-Andy]

Hi Tony,

Do you have a wired broadband connection or is it a Wi-Fi or satellite one?

A Wi-Fi/satellite connection isn’t something we support and we’re limited in the help we can give.

If you’ve got a wired connection, check to make sure the following ports are open/forwarded on your router:

Port Number

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

I’ve spoken to our technical team and they’ve forced a reset of your unit.

This process can take up to 24 hours to complete so, during this time, don’t unplug or reset your device.

You could try your Sure Signal in a different location outside the village.

This would give an indication of where the root cause may lie.

Thanks,

Andy

[NickDean24]

Hi Matt

My SureSignal has not been working for soem time so thought id better try and resolve. I've tried restarting the router and the Sure Signal but only seem to get a solid power signal. Below are the details you've requested:

IP Address: 86.131.229.192

Ping Test: 24ms Line quality: very good

Speed test: 6.86

Serial Number: 21230718070

Trace Result

C:\Users\Nick>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

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

  2    11 ms    12 ms    10 ms  217.41.191.122

  3    10 ms     9 ms    10 ms  217.47.41.193

  4    16 ms    17 ms    16 ms  213.1.69.30

  5    15 ms    16 ms    16 ms  31.55.164.103

  6   165 ms   423 ms   168 ms  213.120.182.69

  7   257 ms    36 ms    16 ms  31.55.164.109

  8    16 ms    15 ms    15 ms  109.159.248.205

  9    20 ms    22 ms    22 ms  core1-te0-15-0-15.ealing.ukcore.bt.net [109.159.

248.40]

 10    19 ms    19 ms    19 ms  core2-pos7-0.bletchley.ukcore.bt.net [194.72.31.

149]

 11    22 ms    20 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    20 ms    20 ms    21 ms  85.205.0.93

 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.

All phines are correctly registered on the suresignal but were all recieving either no service or one bar.

You're help would be greatly appreaciated

Regards

Nick

[Ben_H]

Hi @NickDean24 ,

Thanks for posting your results. Is the 6.86 your download or upload speed? One of the amounts appears to be missing.

With you using one of the original Sure Signal units too, it's worthwhile testing a different Ethernet and power cable, as these would be cheaper to purchase outside of the warranty than a brand new Sure Signal.

Finally, if you're on BT Homehub 4 or 5 and have had a power cut, try disabling the "Smart Setup" feature on your router, then restarting your Sure Signal. If you're unsure how to do this on your router, your ISP can talk you through it.

Let me know how you get on.

Cheers,

Ben

[NickDean24]

Hi Ben

So my download is 6.86, upload is 1ish

I've pluggesd in a new Ethernet cable and restarted both the SureSignal and the Router (BT HomeHub 4)

The result is I'm still getting a constant 'power' light. The '@' light is on at the mo but comes and goes. The light next to the 'phone' icon nerver comes on and the light next to the 'tick' very rarely comes on. One of the data lights at the back is constantly on and the other flashes constantly.

There are three iphones in the office registered to the SureSignal but all of us get  a flutuating signal between 0 and 2 bars. Its open plan and were all within 5m of the box.

Thanks

Nick

[Retired-Laura]

Hi @NickDean24

Have any of the phones recently been upgraded?

If so have they had SIM swaps, as this could be causing an issue.

I would also recommend trying the Vodafone Sure Signal in a different location.

Cheers,

Laura

[NickDean24]

Hi Laura

Thanks for your response and yes, all the iPhones have been updated in the past 4 months with new micro sims. Is there anything I should be doing?

Nick