Suresignal not working

[LisaEldred]

Hi, I have been through all the trouble shooting steps on my v1 suresignal and was left with it being potentially faulty but I'm loathe to accept that it just suddenly becomes faulty after working fine especially since so many others have the same issue and have been fixed.

I have lights 1 2 and 4 on but nothing on 3.

Can someone please confirm that my firmware has been updated, and when it last connected to your servers?

Thanks my serial number is 21223474558

[Retired-Ian_]

Hi DNOCPete,

Please ensure the Sure Signal is plugged directly into your router.

Please manually configure your router to allow port-forwarding. There's information how to do that here.

Finally please try a different Ethernet cable.

Let us know how you get on.

Hi holmroad,

We've sold thousands of Sure Signal's over the years and they are reliable.

People will only contact us if there's an issue.

Let us know how you get on with the reset.

Thanks,

Ian

[holmroad]

Hi Ian, Thanks for your reply above! I have just switched off my Galaxy Note 3 and back on again - and for approx 60 secs the 3rd green light down started flashing for first time in months on Suresignal vers 1 box! My Note 3 phone showed full signal (with shell icon plus two down arrows immed under it) - so went into next room to do same with my partner's Galaxy S3, which is also registered to my Suresignal), by which time the 3rd green light had again gone out and the brilliant signal had revered to poor with third green light now permanently off! So, it having again gone out (3rd light down) I have now totally rebooted the Suresignal box as follows:- •Hold down the reset button until all the lights show/flash (about 30 seconds) •Keeping the reset button held down, remove both the Ethernet cable and power lead •Re-insert the power lead •Once all the lights display, release the reset button •Re-insert the Ethernet cable. •The Sure Signal will come online in around one hour Si I am now in the latter part of the 'process' - but although 3 out of top 4 green lights are now back on, the offending THIRD one down is still not showing! So a brief 'ok' - but now back again to square one! HELP!!!!

[holmroad]

Further to my last post #14 above:- Third light still not showing 40 mins after box reboot, so switched Galaxy Note off/on again and third green light came on - but again for only 45-60 secs and by time I'd switched other mobile off/on again the third light totally solid OFF! So this is hopeless? Can I have a replacement Suresignal box fropm Vodafone pls as this one not fit for purpose any more? I am SO disappointed with this situation, especially having been with Vodafone on contract for over twenty years! Plus - why does spacing on text all move together when posted pls?

[holmroad]

Hi again guys, Just to let you know that there seems to be a pattern now, in that when I power my phone(s) off/on again, then the third green light comes on for approx one minute and the strength indicator on phone(s) shows 'full' - but after the 60 secs it (green light) goes offa nd stays off - until next power off/on of phone(s)! So Suresignal 1 DOES sense the phone(s), but wont maintain the third green light and therefiore the strength of signal is fine when pnoes right next to SS1 box, but wanes rapidly the further away you go away from box! So this is still not good enough eh - and maybe my SS1 box does require replacement now? Regards

[Retired-Laura]

Hi Holmroad,

For you to be able to help further we'll need the below 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.

Thanks

Laura

[holmroad]

Hi Laura, Already did all this the other day at this end, but will gladly supply you with the info if it really DOES help? My other problem here is that I haven't a CLUE how to post my readings on here as requested? Please advise - I cant copy/paste from a DOS command surely? Kind regards Jim

[holmroad]

Hi again, Please find trace etc from my laptop - if you want same trace from my main pc - desktop - please advise! Regards

Ping download 7.91 mps.sec

IP Address:- 90.208.80.44

IPV6 Addr:- ess:- ::ffff:5ad0:502c

\WINDOWS\system32>tracert 212.183.133.177

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

over a maximum of 30 hops:

1     2 ms     2 ms     2 ms SkyRouter.Home [192.168.0.1]

2     *       *       *     Request timed out.

3   16 ms   18 ms   17 ms 89.200.132.162

4   18 ms   17 ms   20 ms lndgw2.arcor-ip.net [195.66.224.124]

5   16 ms   16 ms   16 ms 85.205.0.93

6     *       *        *     Request timed out.

7     *       *       *     Request timed out.

8     *       *       *     Request timed out.

9     *       *       *     Request timed out.

10     *       *       *     Request timed out.

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.

:\WINDOWS\system32>

[holmroad]

Hi again, here are my trace results this morning (11/9/14):- As at 1100hrs 11th Sept 2014 From main pc next to Sky Router & Suresignal 1 box Ping 20ms (Using Sheffield) Download Speed 7.88 Mbps Upload Speed 0.95 MBps Ping Test:- Sky Broadband 5.65.194.70 Line Qual A Mos 4.38 Ping 27ms Jitter 8ms Packet Loss 0% (Based on Coventry, unable to select Sheffield as above 1st Ping @ 20ms! Coventry is 50 miles Sheffield 30 miles!) ISP Sky Broadband 2.4/5 Ext IP Address: 5.65.194.70 IPV6 Address: ::ffff:541:c246 Trace results:- Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved. C:\Users\Jim.Jim-PC>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 SkyRouter.Home [192.168.0.1] 2 * * * Request timed out. 3 17 ms 15 ms 16 ms 89.200.132.162 4 45 ms 32 ms 39 ms lndgw2.arcor-ip.net [195.66.224.124] 5 16 ms 16 ms 16 ms 85.205.0.93 6 * * * Request timed out. 7 * * * Request timed out. 8 * * * Request timed out. 9 * * * Request timed out. 10 * * * Request timed out. 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. C:\Users\Jim.Jim-PC>Microsoft Windows [Version 6.1.7601] Suresignal ser no. 21223147337 (Version 1)

[Retired-Laura]

Hi holmroad,

Thanks for the information you’ve given.

Please can you deregister the Vodafone Sure Signal and leave for 24 hours, then re-register.

Let us know how this goes.

Cheers,

Laura

[holmroad]

Hi again Laura, You don't say exactly WHAT you are actually doing following my feedback to YOU, traces etc, but I have now 'deregistered' my Suresignal in 'My Vodafone' - so trust this is what you wanted me to do? What am I supposed to be doing with my Suresignal version 1 box for next 24 hrs? Do I leave it switched on - exactly as usual, with the top 3 out of 4 green lights still showing, or do I power it off and reboot it tomorrow afternoon (Fri pm) when I re-register it? Still a little confused as to what I'm supposed to be doing, plus what YOU are doing to resolve this issue of the Suresignal not 'holding' after the first minute of re-powering up my mobile phones? Thanks again for your efforts - but still no proper connection! Cheers, Jim