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It looks like there may have been a temporary outage, please can you all let us know if you are still having issues so we can check each case for you all.
This thread has been created to discuss, and troubleshoot a specific issue that may affect some Sure Signal users.
This issue presents the following symptoms:
Sure Signal lights 1 and 2 are solid, not 4th light.
- The Sure Signal lights 1 and 2 are on solid, indicating that the Sure Signal is connected, but is not broadcasting a 3G signal.
- Light 4 does not light up - or lights occassionally but keeps going out at certain times of day.
Confirm that your Broadband connection meets our minimum requirements. Confirmed it.
Please run our Broadband Speed Checker whenever you experience this issue.
If your connection fails any aspect of the test, this indicates an issue with your Internet Service Provider, and you will need to contact them to discuss the issue. Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.
In order to ensure that the Sure Signal broadcasts at the correct frequency, it needs to keep accurate time by sending and receiving small amounts of data to a Network Time Protocol Server hosted by ourselves. If these packets of data take longer than 240ms to make a round-trip, the accuracy can no longer be ensured, and so the Sure Signal will automatically stop broadcasting and light 4 will extinguish.
Check for planned maintanence Checked it.
Sometimes we need to make changes to the Sure Signal service which can cause it to become unavailable for periods of time. Please check our Planned Maintenance thread to see if this is currently the case. If there has been Planned Maintenance, which has now ended, but your Sure Signal has still not come back on its own, please reset the unit.
Reset your Sure Signal: Did a few times.
Press the reset button on the back of the Sure Signal. Light 1 should flash, then turn solid. Light 2 should flash, then turn solid. Finally, light 4 should come on. If it does not, please try a Factory Reset.
Configure your Router Firewall Unfortunately Netgear wants to charge me for a 6 month support subscription (£60) before helping me with firewall configuration and I am not prepared to pay that as I have not guarantee that it would make any difference.
The IP address and ports used for NTP synchronisation are listed below. You may need these to configure the correct firewall settings on your router. This step is not normally necessary, but may help if you are using a complex network (such as a corporate or office LAN), or a complex router. We recommend contacting your ISP or Router Manufacturer directly for detailed instructions on exactly how to change your router settings - or alternatively, select your router make and model over at http://portforward.com and follow the Default Guide there for instructions.
Destination IP addresses:
Protocol = UDP
Port = 123
Please note that in the list of IP addresses above, the notation "126.96.36.199/26" means the entire range of IP addresses between 188.8.131.52 and 184.108.40.206
Perform a Pathping to our Server Tried it and whatever happened means nothing to me. I am not sure if there is any sensitive information
in what was given to me so I would rather not copy and past it here. There are four rows in the table of which only the last row has a 2% Lost/Sent if that's what you're after...? I'm not sure if I need to contact an ISP for further assistance - if I do I wouldn't know what an ISP was.
In order to establish whether the Sure Signal is able to communicate with our NTP server, a pathping can be performed as a test. In order to do this, you'll firstly need to open the command prompt in Windows as follows:
-For XP just click Start > Run and type cmd then hit enter
-For Vista/Windows 7, press Start and type cmd into the search bar
-Right click the result and click "Run As Administrator
Once you're in the command prompt type in pathping 220.127.116.11, this will perform a trace route to the NTP server and will also show you the route it took to get there. One of the column will display packet loss, if this occurs before hitting our server then you'll need to contact your ISP for further assistance. If it doesn't then please see below.
If you have completed all the troubleshooting steps above and have not identified the cause of the issue, your Sure Signal may be faulty.
Please contact us by following the instructions below: I've tried this as well - got an error message after the hassle of trying to shorten this little form that I had to copy and paste as it contains too many words for the amount allowed in an online e-mail on your website. Something has me thinking the idea is to try and dissuade me from contacting vodafone ... but I will persist. I will not fill in this form on the forum, in short I have tried everything I needed to try and no luck.
Please copy the template below, and paste it into our Contact Us form
Please use the subject line "EFT135 Sure Signal Issue" and fill out all questions as completely as possible.
– Your mobile number or account number:
– Your alternative contact number:
– Full Name:
– The second and fourth digit of your security code:
– Address including post code:
– Date of Birth:
- Mobile Number(s) Affected
- Router Make & Model
- Sure Signal Serial Number
- Status of Lights on Sure Signal (Please specify if light is solid of flashing in Description)
- Are the Lights on the Ethernet Port (Where the internet cable plugs into the Sure Signal) on or flashing?
- Is there access to the internet via the modem? (via a pc)
- Have you attempted to use an alternative ethernet (internet) cable?
- Have you tried the Ethernet (internet) cable in another port on the modem?
- Has the router been reset?
- is it a 3G phone?
- Have you attempted to set your handset to Dual Mode (for help with this go to our Help Centre > select your device > Network > use phone for both GSM and 3G)
- Were other phones / USB modems active on the Sure Signal at the same time?
Any other questions or details you'd like to make us aware of, please post in this thread What would be the next step. It would be much appreciated if I can get to the point advice without the tedious questions of the call center in a way that I can understand it. Computer literate to the degree that I can use it quite well - but know hardly anything about its technicalities.
I originally had SS working great, until I had to move away for a week and decided to take it with me as the address was not far from my current one. I thought this would not be an issue and for a couple days it worked as it did at my original address. Then it stopped working, and then it was brought back to the registered address and it no longer worked.
I have re-registered it and tried to set it up but I can not get it working. I have forwarded the ports, but Im unable to enter anywhere in my router settings (Linksys WAG160N) the IP addresses that you specify must be entered.
The lights I get are
Light 1 solid
Light 2 flashes
Light 2 solid and light 4 flashing
light 4 solid
light 3 flashes and I get 3g signal for about 30seconds
Light 2 then turns off and the others follow
Light 2 flashes and cycle continues
I get full signal when light 3 flashes, so I know it can work. But it seems that it is having trouble keeping the connection. What can be the cause of this? I have tried the SS in DMZ too to no avail, same issue.
I have run the traceroute:
The result of the path ping would suggest that the router isnt fowarding this correctly,
I would advice checking your port forwarding settings on your router.
I would also suggest maybe doing a factory reset may help in this case.
To factory reset:
Hold down the reset button until all the lights show (about 30 secs) keeping the reset button held down, remove then reinsert the power lead, once all lights display release the reset button. The Sure signal will come online in around 1 hour.