sure signal issue

[atters41]

I have a sure signal Version 1 Sagem   253264385  SNo.  21230698371. running through a Draytek Vigor 2710Vn.  It stopped working about a week ago, reduced to showing just the top power light.   I have been through the series of suggest actions (reboot/Checking Ruoter connection/cable etc/MTU check) with no success.  On reboot it now just reverts to the flashing Power light.  

Can you make futher suggestions?

[Retired-Kay]

Hi atters41,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following 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

Kay

[atters41]

I have a sure signal Version 1 Sagem 253264385 SNo. 21230698371. running through a Draytek Vigor 2710Vn. It stopped working about a week ago, reduced to showing just the top power light. I have been through the series of suggest actions (reboot/Checking Ruoter connection/cable etc/MTU check) with no success. On reboot it now just reverts to the flashing Power light. Speed test results are : IP_ADDRESS TEST_DATE TIME_ZONE DOWNLOAD_MEGABITS UPLOAD_MEGABITS LATENCY_MS SERVER_NAME DISTANCE_MILES 81.179.6.29 8/17/2013 12:43 PM GMT 1.07 0.63 129 London 0 81.179.6.29 8/17/2013 12:48 PM GMT 1.07 0.6 65 London 0 81.179.6.29 8/17/2013 12:49 PM GMT 1.06 0.6 66 London 0 Ping Test 106/99ms Jitter 31/34 Grade C+ Ip Address 81.179.6.29 Traceroute 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 Vigor.router [192.168.1.1] 2 28 ms 29 ms 28 ms 85-210-250-37.dynamic.dsl.as9105.com [85.210.250 .37] 3 28 ms 26 ms 26 ms 85.210.255.2 4 28 ms 29 ms 29 ms 80.40.155.100 5 27 ms 69 ms 27 ms 80.40.155.109 6 29 ms 28 ms 26 ms xe-10-3-0.bragg002.log.as13285.net [80.40.155.39 ] 7 62 ms 29 ms 29 ms xe-5-0-0.scr001.loh.as13285.net [80.40.155.60] 8 30 ms 30 ms 40 ms host-78-144-11-9.as13285.net [78.144.11.9] 9 31 ms 31 ms 31 ms host-78-144-10-44.as13285.net [78.144.10.44] 10 97 ms 30 ms 29 ms lndgw2.arcor-ip.net [195.66.224.124] 11 30 ms 29 ms 31 ms 85.205.116.14 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. Thanks

[Sukhi]

Hi atters41

Your Sure Signal last connected with our servers on the 30/07/2013 so I have given it a re-sync. Can you perform a factory rest and let me know if that helps?

VSS Factory Reset

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour

Thanks

Sukhi

[atters41]

Reset the vss at about 12o/c now 17:50. Still flashing power light only. Any further suggestions?

[Retired-James]

Hi atters41,

This light sequence is a normally a connection problem which can be caused by a router firewall or ports being blocked.

Do you know if your internet provider has performed any updates recently?

Are you able to lower any router firewall settings to see if this is causing the issue?

Also, can you try a reset with a slight difference as we’ve seen this resolve a few different issues?

-Hold in the reset button until all lights go solid

-Pull the power lead and Ethernet cable out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

-Place the Ethernet cable back in

If this still doesn’t work then it may be worth trying a different Ethernet cable and trying the Sure Signal on a different internet connection to rule out a fault unit.

James

[Bushta1]

Hi Katy

My sure signal has all the correct lights on but after and couple of weeks now still no 3G on my iphone 5s.

I have tried most of the troubleshooting with the exception of using another vodafone phone as the main user

because i dont know anyone else on vodafone.

I have deregistered and reregistered the sure signal, swapped out by sim for a new one and also had apple run a

diagnostic on the phone which checked out ok.

Can you assist please.

Serial Number of Sure Signal : 40132749066

Upload speed 29.6mb/s

Download speed 5.24mb/s

Ping 222ms

IP 192.168.1.254

Traceroute 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub.home (192.168.1.254)  53.569 ms  1.399 ms  1.197 ms

 2  217.32.141.0 (217.32.141.0)  31.494 ms  34.940 ms  32.021 ms

 3  217.32.140.222 (217.32.140.222)  32.703 ms  33.331 ms  31.457 ms

 4  host109-159-245-2.range109-159.btcentralplus.com (109.159.245.2) 34.397 ms  35.156 ms  33.644 ms

 5  31.55.164.61 (31.55.164.61)  33.790 ms  33.864 ms  35.262 ms

 6  31.55.164.107 (31.55.164.107)  34.652 ms  34.212 ms  34.079 ms

 7  109.159.248.59 (109.159.248.59)  33.512 ms

    acc1-10gige-0-5-0-7.bm.21cn-ipp.bt.net (109.159.248.102)  34.220 ms

    109.159.248.87 (109.159.248.87)  33.966 ms

 8  core2-te0-3-0-16.ilford.ukcore.bt.net (109.159.248.30)  43.487 ms  48.597 ms

    core2-te0-3-0-3.ealing.ukcore.bt.net (109.159.248.150)  38.692 ms

 9  peer2-xe10-1-0.telehouse.ukcore.bt.net (109.159.254.116)  39.501 ms 38.482 ms  61.544 ms

10  t2c3-xe-0-1-3-0.uk-lon1.eu.bt.net (166.49.211.168)  40.763 ms

    t2c3-xe-11-2-0-0.uk-lon1.eu.bt.net (166.49.211.196)  39.060 ms

    t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net (166.49.211.194)  46.552 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  38.560 ms  38.085 ms  39.396 ms

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Cheers

Bushta1

[Ben_H]

Hi Bushta1,

Thanks for supplying your details and welcome to the eForum!

It looks like the IP address you're on isn't on our whitelist. I've requested for it to be added which can take up to 48 hours. All I need you to do is turn off your router and Sure Signal for five minutes or so Sunday morning. It'll then take no more than an hour for the Sure Signal to come back on. 

If there are any issues getting your IP address cleared, I'll post back.

Cheers, Ben

[Bushta1]

Thats great Ben, thanks

What does that mean though, whats a whitelist?

Cheers

Dave

[DaveCD]

Hi Bushta1,

The whitelist is a list of IP adresses that have been verified and accepted to communicate with our servers.

DaveCD