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06-10-2010 02:19 PM - last edited on 14-07-2014 03:42 PM by Jenny
We’ve created this thread to help with an issue that some people find during setup.
This issue has the following symptoms:
Please note that whether the power light is flashing or remains steady, this still points to the same issue - the Sure Signal hasn't established a connection to the internet.
The only difference is that if the light’s steady, then the Sure Signal has previously downloaded a profile from the server, if it's flashing then it hasn't.
Troubleshooting steps:
Check the physical connection between your Sure Signal and the router/modem.
In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.
In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.
To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.
There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.
There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.
Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).
We recommend rebooting the router to see if this then allows you to connect to the internet.
Reboot your router/modem:
Check that your Sure Signal has been assigned an internal IP address by your router.
The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled, as doing so will enable the router to assign an IP address to your Sure Signal automatically.
For more instructions on how to do this, please check your router manual, or contact your ISP or router manufacturer.
If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.
BT Infinity customers.
If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.
Once this has been selected please restart your router and Sure Signal.
Check your MTU settings.
Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.
Change the value of the MTU size to 1500.
Log out of the router, this will usually result in a reboot.
Perform a reset of the Sure Signal:
The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.
Post your router/ISP details and Sure Signal serial number.
If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.
We find that other users of the same router will usually be able to share tips with you, to get things working.
We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.
Thanks,
Jenny
17-05-2011 04:08 PM
Ben is it possible for you to call back again i missed your call
kind regards
17-05-2011 04:57 PM
17-05-2011 05:23 PM
19-05-2011 03:53 PM - edited 19-05-2011 04:03 PM
@Ben or another member of staff
Would it be possible for you to contact me again?
As Ben arranged a new unit on tuesday to be delivered today has not arrived ::smileysad:
But the replacement for my 2nd suresignal unit which was arranged by customer services yesterday
has arrived
kind regards
Digi
I
19-05-2011 04:51 PM
21228247173 - Still not working, really really unhappy. Vodafone should support their products !!!!!
22-02-2012 08:35 PM
My ISP is BT Connect / BT Business with a static IP address and I've had no problems until this week.
The BT Business Hub router failed, so rather than wasting time phoning BT support I purchased a Belkin N600 router as we really need mobile phone signal at the moment and without sure signal we have minimal reception.
I've setup the new router and everything is working fine in terms of accessing the internet. The new router is assigning an IP address to the Sure Signal, and I get a response if I ping it.
However the only sign of life on the sure signal is a constantly flashing power light - no other lights are lit. I left if for 24 hours and nothing changed. I've just tried restarting both the router and sure signal but still only have the flashing power light.
Can anyone help please? Sure signal serial no is 21227849573
23-02-2012 03:32 PM
Hi Guys,
Thanks for your posts here.
@ muddy3166, I can see that your Sure Signal updated earlier this morning however, it has been flagged for a re-sync.
I have re-synced this for you now, please give this an hour and let me know how you get on.
@ aking, I can see that your Sure Signal is showing the same message and I have also re-synced your device for you.
As above, please give this an hour and let me know if you see any changes.
James
23-02-2012 06:48 PM
Hi,
Got home from work a good 3 hours after your reply and no change I'm afraid - still flashing power light.
Tried following the advice from earlier in thread when it was suggested trying reboot after as re-synch. Waited until all lights flashed and let go of the reset button - the power light went green for a few minutes and is now back to simply flashing again.
Anything else we can try?
Not sure if relevant, but: -
My external fixed ip is 81.149.212.249.
The router is 192.168.1.1 with DHCP on allocating ip addresses on a 'forever' lease
The vss has been allocated 192.168.1.7.
There are only 4 other ip addresses allocated by the router.
24-02-2012 02:20 PM - edited 24-02-2012 02:25 PM
Hi aking,
Thanks for getting back to me.
I have checked the IP for you and can see that this is in the range so there is no problem with this.
Looking at the Sure Signal registration I can see that there hasn’t been a connection made since 19/02/2012.
Please can you try to de-register the Sure Signal, leave for 24 hours and then register it again leaving it to go through the initial setup again.
Once done, please let me know how you get on.
James
27-02-2012 10:05 AM
Hi,
Ok, tried that and still no change.
I deregistered the VSS on Friday afternoon and switched off when I got home.
On Sunday afternoon I registered the VSS again and switched on.
Still just a flashing power light and nothing else, and that's almost 24 hours since I did this.
What next?