no/unreliable connection to sure signal

[mmnicol]

Like many other posts on this forum I am having great difficulty maintaining a continuous connection from various phones to the Sure Signal V3 device. After a forced change (because it stopped working following a Vodafone software 'upgrade') from a V1 device to a V3 device I am now having no connection between three different phones and the Sure Signal device.

I have

 - reset 10 seconds

 - reset 20 seconds

(both as advised by telephone help)

I have

 - unplugged and resinserted, both with and without reset button held in

I have called via telephone tech support who advised they would do a resynch (done)

I have done a resynch at my end - holding down reset button, removing device, replacing device whilst holding rest button.

I have a call out to my ISP to check that ports 8. 123. 50, 500. 4500 are open.

No service.

Not happy.

Please advise next steps.

(As an IT Manager it looks to me there is a network problem at your end.)

I have a V3 Sure Signal - 40132624772.

Download: 20.08 Mbps, upload 5.14 Mbps

Ping:38ms, jitter 3

IP address: 81.174.244.56

traceroute:

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1    84 ms    91 ms   100 ms  dsldevice.lan [192.168.1.254]   2    32 ms    26 ms    24 ms  lo0-central10.pcl-ag07.plus.net [195.166.128.188 ]   3    25 ms    24 ms    22 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.18 4]   4    23 ms    23 ms    24 ms  xe-9-0-0.pcl-cr01.plus.net [212.159.0.216]   5    27 ms    23 ms    23 ms  xe-11-1-0.edge3.London2.Level3.net [212.187.201. 209]   6    37 ms    35 ms    34 ms  vl-3201-ve-128.ebr2.London2.Level3.net [4.69.202 .177]   7    65 ms    28 ms    32 ms  ae-42-42.ebr1.Paris1.Level3.net [4.69.159.86]   8    70 ms    28 ms    38 ms  ae-91-91.csw4.Paris1.Level3.net [4.69.161.90]   9    37 ms    30 ms    30 ms  ae-4-90.edge5.Paris1.Level3.net [4.69.168.200]  10   102 ms    38 ms   274 ms  CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200. 78]  11   239 ms    37 ms   296 ms  195.2.9.193  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     *

What next?

Mark

[mmnicol]

I should add I have deregisted and registered the Sure Signal device as well (with the Vodafone numbers required)

[mmnicol]

Note nearly 24 hours later no repsonse.

[Retired-Matt_B]

Hi mmnicol,

Please accept my apologies for the delay in response. 

I've checked your Sure Signal from our end and it's running the latest firmware so that shouldn't be causing any issues. 

The traceroute is a little concerning. Could you run it once again and post the results here again please?

What light sequence are you seeing on the Sure Signal?

Thanks,

Matt B

[mmnicol]

Hi Matt

The light signal is stable at power (red), network (white) and other middle light on (white) continuously, but no connection light when trying to use phones.

Latest trace route below - looks similar.

Thanks

Mark

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\mark.nicol>cd\

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1    14 ms    99 ms    99 ms  dsldevice.lan [192.168.1.254]   2    46 ms    33 ms    34 ms  lo0-central10.pcl-ag07.plus.net [195.166.128.188 ]   3    35 ms    38 ms    35 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.18 4]   4    43 ms    35 ms    35 ms  xe-9-0-0.pcl-cr01.plus.net [212.159.0.216]   5    34 ms    33 ms    33 ms  xe-11-1-0.edge3.London2.Level3.net [212.187.201. 209]   6    41 ms    40 ms    40 ms  vl-3201-ve-128.ebr2.London2.Level3.net [4.69.202 .177]   7    41 ms    39 ms    39 ms  ae-42-42.ebr1.Paris1.Level3.net [4.69.159.86]   8    43 ms    45 ms    43 ms  ae-81-81.csw3.Paris1.Level3.net [4.69.161.86]   9    41 ms    41 ms    40 ms  ae-3-80.edge5.Paris1.Level3.net [4.69.168.136]  10    50 ms    49 ms    48 ms  CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200. 78]  11    42 ms    42 ms   239 ms  195.2.9.193  12     *        *        *     Request timed out.  13     *        *        *     Request timed out.  14     *        *        *     Request timed out.  15     *        *        *     Request timed out.  16     *        *        *     Request timed out.  17     *     ^C C:\>

[Retired-Matt_B]

Hi mmnicol,

Thanks for clarifying the traceroute for me.

The latency looks to be an issue on the line itself. You'd need to discuss this with your ISP because at this point it seems to be where the problem lies.

Thanks,

Matt B

[mmnicol]

Matt,

Forgive me but ######.

You (Vodafone) advertise a service - Sure Signal - and ask GBP 100 for it. I have no issue about 'latency' with any other internet service I receive. The issue is with your DNS router settings. I will be taking this up with our corporate account at INEOS tomorrow,

I have asked PlusNet to respond.

Mark

[Retired-James]

Hi mmnicol,

As everything looks OK other than one hop showing a result of over 200ms (which shouldn’t cause any real problems),I’ve asked for the latest firmware to be reapplied to your Sure Signal.

Please leave the unit switched on and connected over the next 24 hours whilst this happens.

James

[mmnicol]

Hi James,

I reset the sure signal (10 second reset button hold) this morning but it had not come back to stable power/white/white status before I had to leave for work. Hopefuflly this might work this time. Would you recommend a deregister and reregister as well?

PlusNet (ISP) have responded by saying they cannot help as checking/changing ports is a security risk and therefore only I can do anything on the router. If I can work out what to do I may try this evening.

I notice in addition the Sure Signal unit runs extremely hot - could this be a problem?

I cannot say how frustrated I am - I had a stable Sure Signal V1 for many years with no problems aprt from the occasional reset. Now I have a V3 which has never worked consistently for more than a week. I cannot change my supplier (my phone is through work) but my wife (own business) and son are also at the end of any patience with Vodafone to get this sorted out and will be looking to change away from Vodafone as we cannot get a Vodafone signal in our house.

Is it worth replacing the Sure Signal unit?

Regrds

Mark

[mmnicol]

Hoorah!

Come home tonight to find 5 bar signal so assume to forced firmware update and reset has had an effect. Many thanks. Hopefully all will remain stable now. Any idea about what the issue has been?

Trace route still timing out at Paris Cable and Wireless though which is odd:

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\mark.nicol>cd\

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1    97 ms    99 ms    99 ms  dsldevice.lan [192.168.1.254]   2    26 ms    25 ms    25 ms  lo0-central10.pcl-ag07.plus.net [195.166.128.188 ]   3    35 ms    36 ms    34 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.18 4]   4    35 ms    35 ms    34 ms  xe-9-0-0.pcl-cr01.plus.net [212.159.0.216]   5    47 ms    36 ms    34 ms  xe-11-1-0.edge3.London2.Level3.net [212.187.201. 209]   6   107 ms    41 ms   206 ms  vl-3201-ve-128.ebr2.London2.Level3.net [4.69.202 .177]   7   104 ms    41 ms   244 ms  ae-42-42.ebr1.Paris1.Level3.net [4.69.159.86]   8   125 ms    40 ms   247 ms  ae-81-81.csw3.Paris1.Level3.net [4.69.161.86]   9   159 ms    40 ms   142 ms  ae-3-80.edge5.Paris1.Level3.net [4.69.168.136]  10    51 ms    50 ms    50 ms  CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200. 78]  11    44 ms    76 ms    43 ms  195.2.9.193  12     *        *        *     Request timed out.  13     *        *        *     Request timed out.  14     *        *        *     Request timed out.  15  ^C C:\>

Regards

Mark