Suresignal v1 Stopped 24hrs ago

[GreenacresCamp]

I have a v1 SS box connected to PlusNet home broadband. The device has worked (with occasional minor outages) for the past 5yrs at this address. Overnight last night it stopped working.

The lights sequence is a cycle. Power light always on, Light 2 (@) flashes, then after a couple of minutes stays lit, at which point Light 4 blinks for another 2 minutes, then 2 and 4 go out and the cycle re-starts.

I called this morning and spoke to Tech, who initiated a re-sync. This did nothing. I also (twice) did a full factory reset as per troubleshooting instructions.

Traceroute is as follows...

C:\Users\Duncan>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 dsldevice.lan [192.168.2.1]
2 38 ms 37 ms 38 ms lo0-central10.pcl-ag07.plus.net [195.166.128.188
]
3 37 ms 37 ms 38 ms link-b-central10.pcl-gw02.plus.net [212.159.2.18
6]
4 36 ms 52 ms 35 ms xe-9-0-0.pcl-cr02.plus.net [212.159.0.218]
5 38 ms 41 ms 36 ms ae1.ptw-cr02.plus.net [195.166.129.2]
6 37 ms 37 ms 40 ms ae2.ptw-cr01.plus.net [195.166.129.4]
7 38 ms 36 ms 36 ms te-3-4.car5.London1.Level3.net [217.163.45.181]

8 37 ms 39 ms 37 ms ae-52-52.csw2.London1.Level3.net [4.69.139.120]

9 37 ms 41 ms 37 ms ae-227-3603.edge3.London1.Level3.net [4.69.166.1
54]
10 38 ms 37 ms 37 ms 195.50.118.230
11 39 ms 39 ms 41 ms ae3-xcr1.lsw.cw.net [195.2.30.53]
12 39 ms 37 ms 38 ms ae12-xcr1.lnd.cw.net [195.2.25.30]
13 50 ms 41 ms 40 ms ae6-xcr1.bkl.cw.net [195.2.10.242]
14 * * * Request timed out.
15 * * * Request timed out.
16

PathPing shows...

C:\Users\Duncan>PathPing 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 Greenacres_Acer.lan [192.168.2.64]
1 dsldevice.lan [192.168.2.1]
2 lo0-central10.pcl-ag07.plus.net [195.166.128.188]
3 link-b-central10.pcl-gw02.plus.net [212.159.2.186]
4 xe-9-0-0.pcl-cr02.plus.net [212.159.0.218]
5 ae1.ptw-cr02.plus.net [195.166.129.2]
6 ae2.ptw-cr01.plus.net [195.166.129.4]
7 te-4-2.car5.London1.Level3.net [217.163.45.249]
8 ae-51-51.csw1.London1.Level3.net [4.69.139.88]
9 ae-118-3504.edge3.London1.Level3.net [4.69.166.142]
10 CABLE-WIREL.edge3.London1.Level3.net [195.50.124.138]
11 ae3-xcr1.lsw.cw.net [195.2.30.53]
12 ae12-xcr1.lnd.cw.net [195.2.25.30]
13 ae6-xcr1.bkl.cw.net [195.2.10.242]
14 * * *
Computing statistics for 325 seconds...

Speedtest looks OK - 3.29mb D/l and 0.37mb U/l

Sureignal S/N: 21227858855

My IP: 31.185.198.239 (Dynamic)

Help please!

Duncan

[GreenacresCamp]

Suddenly it just sprung to life!! Yippee - let's hope it stays that way 🙂

[DaveCD]

Hi GreenacresCamp,

Thanks for letting us know that this is now up and running.

If you need anything in the future, just drop us a post.

DaveCD

[GreenacresCamp]

Thanks, but sadly this problem has NOT gone away as I'd hoped.

All lights on the SS are showing "Ready", but no 3G signal once again. What happens is that every few minutes the signal momentarily appears on the phones, but disappears again after just a few seconds, leaving "No Service".

All our phones are affected in the same way. To reiterate the SS shows no orange or flashing lights while this is happening.
Should I conclude this device (bought new last Saturday) is actually faulty?

Duncan

[Retired-Matt_B]

Hi Duncan, 

You can rule out any issues with your phone by following the steps here.

Be sure to follow the steps in a location where you know you get signal.

Thanks,

Matt B

[GreenacresCamp]

The phones are clearly not at issue. We have 5x Apple iphones/ ipad, all of which experience exactly the same intermittent service, all of which are properly registered and all of which worked for a long time with our original SSv1 device, before that expired.

[Retired-James]

Hi GreenacresCamp,

I must admit that this is a bit of strange one because there shouldn’t be any reason for the signal to come and go.

Do you have an option for 4G on the phones or iPad?

If yes, please make sure that this is switched off?

Also, please reboot the phones to make sure that the phones are connecting to the Sure Signal correct since the firmware update was applied.

James

[GreenacresCamp]

Sorry to report that this is now getting to the ridiculous stage! An update since my last post....

2 days ago I returned the new SS v3 to my Vodafone store and it was replaced as faulty.

I plugged in the replacement v3 device (SN:40134954789), registered it, added phone numbers and within the hour all was working OK. The phones all connected as they should.... for about an hour!

Then the signal died as with the previous box. I performed a hard reset - 3 times actually - but this didn't coax it back into action. It sat there in a sulk with the power light flashing and lights 3 & 4 fixed orange. I left all alone and got a life for a short while!!

This afternoon, without touching anything else the device suddenly came to a READY state and started working again, with all the phones correct. But an hour or so later - "No Signal" on the phones, despite the SS still showing Ready.

As I'm typing this the signal came back on again.... then went off once more after about 10 minutes.... so clearly something is not correct. This stop-start signal is definitely not what we enjoyed when the v1 box was working.

As I see it the exercise has shown:-

a) Both the v3 SS boxes we've had exhibit exactly the same symptoms - yet the likelihood that both are faulty is small

b) The fact that the device works correctly for short periods probably eliminates any issues with ports and our ISP.

c) As all our iphones/ipads (5 in number) always behave the same at the same time (Full 3G Signal / No Service) they are beyond suspicion.

... so how can this be anything other than a problem at the Vodafone server end?

Further advice / help requested please

Duncan

[Jenny]

Hi Duncan,

It could still be an issue with your ISP (Internet Service Provider), so I recommend you try this on another connection (a friend or family members). If possible, please test this using a totally different ISP.

If you’re still having issues with this on another connection, please get back to us with your new serial number as well as the following:

-Your speed test results from here.
-Your ping test results from here.
-Your external IP address from here.
-The results of a traceroute.

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.

Thanks,

Jenny

[GreenacresCamp]

Jenny

2 x Tracert command outputs were provided earlier in this thread and pronounced satisfactory- no changes.

Ditto with the Ping output

IP address currently 91.125.228.95

New device S/N also provided in my last post

The box has worked for the whole afternoon /evening so far today - perhaps all is now OK, who knows?

Please explain in precise detail how the circumstances I've described could possibly be related to my ISP ndan port settings they may have configured?

Guys this isn't help, this is just "Try this /  try that", then back around the same loop like a goldfish!!

Please escalate this to a level of actual understanding...

[Sukhi]

Hi GreenacresCamp

It's great to know your Sure Signal is up and running again, I can see it updated at 01:25 today. The IP is also on our whitelist :).

Thanks

Sukhi