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06-10-2010 04:31 PM - last edited on 14-07-2014 04:50 PM by Jenny
This issue presents the following symptoms:
For version 1 Sure Signal (the one with four lights on the front):
For version 2 Sure Signal (the one with 3 lights on the front):
For version 3 Sure Signal (the plug in version):
Troubleshooting steps:
Check that your broadband connection meets our minimum requirements.
Please run the broadband speed checker.
If your connection fails any part of the test, this indicates an issue with your Internet Service Provider (ISP) and you’ll need to contact them to discuss this.
Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.
To ensure the Sure Signal broadcasts at the correct frequency, it sends and receives 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 four will go out.
Check for planned maintenance.
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.
Reset your Sure Signal:
The Sure Signal will be back online in around 1 hour.
Configure your Router Firewall.
The IP address and ports used for NTP (Network Time Protocol) synchronisation are listed below. You may need these to configure the correct firewall settings on your router.
This step isn’t usually necessary, but it may help if you’re 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. Alternatively, select your router make and model over at http://portforward.com and follow the default guide there.
Destination IP addresses:
Please note that in the list of IP addresses above, the notation "212.183.131.128/26"means the entire range of IP addresses between 212.183.131.128 and 212.183.131.191
Perform a PathPing to our server.
In order to check if the Sure Signal's able to communicate with our NTP server, a PathPing can be performed as a test. In order to do this, you'll need to open the command prompt in Windows as follows:
Once you're in the command prompt, type in PathPing 212.183.133.181. This will perform a trace route to the NTP server and will show you the route it took to get there. One of the columns will display packet loss, if this occurs before hitting our server, you'll need to contact your ISP for further assistance.
If you've completed all the troubleshooting steps above and not identified the cause of the issue, your Sure Signal may be faulty. Please post in this thread and we can look into it further.
Thanks,
Jenny
Solved! Go to best answer.
15-01-2014 03:38 PM - edited 15-01-2014 05:15 PM
Hello
serial number 21224717989 version 1
the sure signal stopped working a few days ago after a lont internet outage (2 hours), presented with only light 1 flashing.
I have done a little troubleshooting and have now manged to get to light 1 and 2 solid.
how is it looking from your end?
Internet speed >5 Mbps ping normally <55ms.
pathping
C:\WINDOWS\system32>pathping 212.183.133.181
Tracing route to 212.183.133.181 over a maximum of 30 hops
0 XPS-M133064BIT.int.hillblock.com [192.168.1.104]1 WRT54GL [192.168.1.251]2 192.168.1.2503 losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]4 no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]5 ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]6 ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]7 ldngw1.arcor-ip.net [195.66.224.209]8 85.205.116.149 * * *Computing statistics for 200 seconds...Source to Here This Node/LinkHop RTT Lost/Sent = Pct Lost/Sent = Pct Address0 XPS-M133064BIT.int.hillblock.com [192.168.1.104]0/ 100 = 0% |1 1ms 0/ 100 = 0% 0/ 100 = 0% WRT54GL [192.168.1.251]0/ 100 = 0% |2 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.2501/ 100 = 1% |3 44ms 2/ 100 = 2% 1/ 100 = 1% losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]0/ 100 = 0% |4 45ms 1/ 100 = 1% 0/ 100 = 0% no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]0/ 100 = 0% |5 46ms 1/ 100 = 1% 0/ 100 = 0% ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]1/ 100 = 1% |6 54ms 2/ 100 = 2% 0/ 100 = 0% ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]0/ 100 = 0% |7 54ms 2/ 100 = 2% 0/ 100 = 0% ldngw1.arcor-ip.net [195.66.224.209]98/ 100 = 98% |8 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.14
Trace complete.
Can you see the sure signal from your end?
Thanks in advance
IAn
FIXED
Came back about an hour later and it is working OK
Don't you just hate it when that happens
Ian
04-11-2010 01:01 PM
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.
Troubleshooting steps:
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:
212.183.133.181
212.183.133.182
212.183.131.128/26
Protocol = UDP
Port = 123
Please note that in the list of IP addresses above, the notation "212.183.131.128/26" means the entire range of IP addresses between 212.183.131.128 and 212.183.131.191
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 212.183.133.181, 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.
George
eForum Team
05-11-2010 12:02 PM
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