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Vodafone Sure Signal

Sure Signal V3 can't connect

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2: Seeker

Hi - My sure signal has been working fine and since Monday i've not been able to use it. It try's to connect to the internet with the single white flashing light and after a couple of hours i get a solid red light and two orange lights.

 

Reading the instructions which came with the sure signal this indicates that the sure signal cannot access the internet correctly and says please check your internet connection. The internet is working fine and i've also tried two different routers and numerous network cables without any joy.

 

I've also reset the sure signal and still no joy.

 

What can i do next to get it working?

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8 REPLIES 8
Moderator

@Richard_76 I'm sorry to hear you've recently had problems with your Sure Signal. I'll need a few more details from you, so I can take a closer look into what may be causing this. 
Please take a look at our Sure Signal troubleshooting thread, then post back your results if you’re not directed to an existing thread.

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2: Seeker

Hi- As requested details below.

 

Details below:

Flashing power light (red) and solid orange lights on the globe and phone. Was working fine on Monday. I reset it and have also de-registered it and re-registered it. Showing as active on my account.

 

Speed test results: Download 39.1Mbps and Upload 8.43Mbps

IP address: 86.165.75.209

 

Your Sure Signal serial number: 43181500844

 

Trace route:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 3 ms 3 ms 3 ms ARCHER_VR400 [192.168.1.1]
2 10 ms 6 ms 4 ms 172.16.17.59
3 * * * Request timed out.
4 13 ms 16 ms 14 ms 31.55.186.176
5 11 ms 15 ms 10 ms 195.99.127.92
6 13 ms 12 ms 12 ms peer6-hu0-2-0-0.telehouse.ukcore.bt.net [213.121.193.197]
7 12 ms 12 ms 20 ms t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.228]
8 14 ms 16 ms 16 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

 

 

 

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Moderator

@Richard_76 Thanks for getting back to me with the troubleshooting steps 😊 
The light sequence your Sure Signal is providing, looks to show an authentication failure. For faults like this, we'd need you to speak with your internet service provider (ISP). 

-If you have a static IP address please contact your ISP and advise that you're trying to set up a VPN tunnel and that the IPsec is being blocked on an internal firewalled server within the network 
-If you have a dynamic IP addresses please contact your ISP and advise that you're trying to setup a VPN tunnel and that the IPsec packet is being fragmented in transit.

Please pop back to us on here if you need any further help once you've spoken with them.

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2: Seeker

Ok i'll contact BT but im not sure how much help they will be.

 

Once i've spoken to them i will respond.

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Moderator

@Richard_76 That's great thank you 😊 They'll be able to check your VPN settings and make sure everything is set up correctly for the Sure Signal to work efficiently. 
Please let us know how you get on. 

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2: Seeker

Talk about bang your head against a brick wall.

 

I've spoken to BT and they have said that there is nothing wrong with my connection. I explained the issue and informed them of the issue you have reported.

 

Not sure what else i can do. The internet is working fine, i have no issue with anything else conencting apart from my sure signal.

 

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2: Seeker

Ok - I managed to speak to a tech expert from BT based in Leicester who has confimed there is an issue stopping connection to Vodaphone. He ran the same trace certs and got the same results as i posted.

 

They said this does need to be fixed by BT, but have also asked that Vodaphone also need to raise this with them to get it escalated. They said this will be affecting a lot of customers who use BT as an ISP and use a sure signal from Vodaphone.

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Moderator

Hi @Richard_76 were you advised what the actual issue was from BT's side? 

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