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Solution

Sure Signal not transmitting a 3G signal

Retired-George
Moderator (Retired)
Moderator (Retired)

This issue presents the following symptoms:

 

For version 1 Sure Signal (the one with four lights on the front):

  • Lights one and two are solid which indicates the Sure Signal is connected, but isn't giving a 3G signal.
  • Light four doesn’t light up or lights occasionally and then goes out at certain times of day.

 

For version 2 Sure Signal (the one with 3 lights on the front): 

  • The power and system lights are both solid, indicating that the Sure Signal is giving a 3G signal.
  • Your registered phones don’t pick up a 3G signal.

 

For version 3 Sure Signal (the plug in version):

  • Power, internet and service lights are solid and the ‘in use’ light is either solid or flashing
  • Your registered phones don’t pick up a 3G signal

 

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:

 

  1. Hold in the reset button until all lights go solid
  2. Pull the power lead out with the reset button still pushed in
  3. Continue to hold down the reset button and reconnect the power lead
  4. Wait for all lights to come on and then release the reset button

 

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:

  • 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.

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:

  • 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 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

1 ACCEPTED SOLUTION

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]
2 192.168.1.250
3 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 85.205.116.14
9 * * *
Computing statistics for 200 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 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% 192.168.1.250
1/ 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

View solution in original position

501 REPLIES 501

Hi there.

 

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:

 

C:\Windows\system32>pathping 212.183.133.181
Tracing route to host212-183-133-181.uk.access.vodafone.net [212.183.133.181]
over a maximum of 30 hops:
  0  Steve-PC [192.168.1.100]
  1  192.168.1.1
  2     *        *        *
Computing statistics for 25 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Steve-PC [192.168.1.100]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  192.168.1.1
Trace complete.
What does this mean? That my router is blocking the connection? How do I allow the IP ranges?
Regards
Steve

 

Hi sphornby

 

 

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.

 

Thanks
BenJ
eForum Team

 

I have performed the reset and now the lights are:

1 solid

2 flashing slowly.

 

Nothing else happens apart from that. I have gone over the settings for forwarding the ports many times and they are set correctly. Yet this seems to be a problem :Sad_face:

 

Any other ideas? Spent so much time on this.

I have this exact same problem.

 

I got my Sure Signal last week and it hasn't worked properly yet.

 

I have registered my Sure Signal - and received a text notification of being registered. I can see the Sure Signal is registered when I log in to Vodafone's web site.

 

I have opened the ports on my router as requested - including port 8.

 

I have rebooted, soft and hard reset my router and my Sure Signal. I have also tried de-registering and registering SureSignal.

 

I have waited well over 24 hours for the service to be connected - 4 days in fact!

 

It goes through the cycle;

- Power Light on

- @ flashes

- @ light on

- tick flashes

- tick light on

- 3G signal for a minute or so

then starts again

 

I have a Thompson TG585n O2 router, with more than enough broadband speed. I have no internet connection problems. I have followed all the instructions on PortForward.com.

 

I contacted Vodafone four days ago and received an email saying they would contact me back within 24 hours - which they haven't.

 

My serial number is 21229341835

 

Please help me before I am forced to return it and demand a refund!

Hi guys,

 

Thank you both for posting. If you're experiencing this issue then please follow all of the troubleshooting steps in my original post. If you're still having issues afterwards then please contact us using the details at the bottom of that post.

 

George

eForum Team

Hi,

 

I recently got the sure signal and like many I am having a nightmare setting up and close to introducing the box to the wall! I have don a pathping but no idea what it means, can anyone help please. Results of pathping:

 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Windows\system32>pathping 212.183.133.181

Tracing route to host212-183-133-181.uk.access.vodafone.net [212.183.133.181]
over a maximum of 30 hops:
  0  Kurdt [192.168.0.3]
  1  www.routerlogin.com [192.168.0.1]
  2  cr1.sthythe.uk.easynet.net [87.87.254.194]
  3  87.87.131.225
  4  te0-1-0-0.er10.thlon.ov.easynet.net [89.200.134.123]
  5  195.50.122.113
  6  ae-34-52.ebr2.London1.Level3.net [4.69.139.97]
  7  ae-45-45.ebr2.Amsterdam1.Level3.net [4.69.143.69]
  8  ae-2-52.edge4.Amsterdam1.Level3.net [4.69.139.170]
  9  GBLX-Level3.Amsterdam1.Level3.net [213.244.165.238]
 10  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122]
 11     *        *        *
Computing statistics for 250 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Kurdt [192.168.0.3]
                                0/ 100 =  0%   |
  1    3ms     0/ 100 =  0%     0/ 100 =  0%  www.routerlogin.com [192.168.0.1]

                                0/ 100 =  0%   |
  2   74ms     0/ 100 =  0%     0/ 100 =  0%  cr1.sthythe.uk.easynet.net [87.87.
254.194]
                                0/ 100 =  0%   |
  3   71ms    74/ 100 = 74%    74/ 100 = 74%  87.87.131.225
                                0/ 100 =  0%   |
  4  ---     100/ 100 =100%   100/ 100 =100%  te0-1-0-0.er10.thlon.ov.easynet.ne
t [89.200.134.123]
                                0/ 100 =  0%   |
  5   78ms     0/ 100 =  0%     0/ 100 =  0%  195.50.122.113
                                0/ 100 =  0%   |
  6   73ms     0/ 100 =  0%     0/ 100 =  0%  ae-34-52.ebr2.London1.Level3.net [
4.69.139.97]
                                0/ 100 =  0%   |
  7   84ms     0/ 100 =  0%     0/ 100 =  0%  ae-45-45.ebr2.Amsterdam1.Level3.ne
t [4.69.143.69]
                                0/ 100 =  0%   |
  8   85ms     0/ 100 =  0%     0/ 100 =  0%  ae-2-52.edge4.Amsterdam1.Level3.ne
t [4.69.139.170]
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%   100/ 100 =100%  GBLX-Level3.Amsterdam1.Level3.net
[213.244.165.238]
                                0/ 100 =  0%   |
 10  150ms     0/ 100 =  0%     0/ 100 =  0%  VODAFONE-LTD.TenGigabitEthernet7-1
.ar6.LON3.gblx.net [64.214.144.122]

Trace complete.

 

Thanks

Hi Coley1981

 

Unfortunately you cannot use ping on a Sure Signal, so the results don't mean anything of any use. :Sad_face:

 

Have you registered the Sure Signal box, in your Online Account, and received confirmation that it's registered firstly?

 

Also go through the troubleshooting guide at the head of this thread, and follow the instructions carefully. Once it's set up, it's best to leave switch ed on and untouched for 24 hours, before taking any more action, as it can take this long to activate.

 

If you've followed the instructions, and waited beyond a 24 hour period, then please post your results and issues here, and i can look further into this for you.

 

Regards

 

Trev

eForum Team

Thanks George.

 

I have done as requested and logged a case but unfortunately the body of the case only allows 900 characters and your template is more than that. I have filled in the basic information and included the result of my pathping (which I do not underatand myself). If you need additional information can you contact me via email and I will provide it.

 

I look forward to your response :smileyhappy:

Hi,

 

I'm having problems relevant to 2 threads here which may be linked- so apologies for the double post.

 

Problem 1: VSS starts up OK but after a few hours, light 4 goes out and stays out until I get bored and reset. Tried all the stuff above (speed checker is OK) and pathping results are below. Could anyone help me interpret the result, and if the problem is with Orange broadband, how exactly to phrase my complaint so they'll understand and act?

 

Problem 2 - when otherwise working, terrible sound quality on the downlink, although speed checker says I'm OK. - linked?

 

Many thanks again if anyone (VF or other) can help.

 

Geoff


C:\Documents and Settings\Geoff>pathping 212.183.133.181

Tracing route to host212-183-133-181.uk.access.vodafone.net [212.183.133.181]
over a maximum of 30 hops:
  0  OfficePC [192.168.0.2]
  1  www.routerlogin.com [192.168.0.1]
  2  217.47.112.122
  3  217.47.130.161
  4  213.1.67.26
  5  87.237.20.240
  6  bundle-ether1.lontr1.London.opentransit.net [193.251.255.101]
  7  xe-4-0-1-0.ffttr2.Frankfurt.opentransit.net [193.251.131.133]
  8  tengige0-10-4-0.ffttr1.FrankfurtAmMain.opentransit

.net [193.251.129.38]
  9  te4-4-10g.ar4.fra3.gblx.net [64.208.110.225]
 10  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122]
 11     *        *        *
Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           OfficePC [192.168.0.2]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  www.routerlogin.com [192.168.0.1]

                                0/ 100 =  0%   |
  2   33ms     0/ 100 =  0%     0/ 100 =  0%  217.47.112.122
                                0/ 100 =  0%   |
  3  ---     100/ 100 =100%   100/ 100 =100%  217.47.130.161
                                0/ 100 =  0%   |
  4   35ms     0/ 100 =  0%     0/ 100 =  0%  213.1.67.26
                                0/ 100 =  0%   |
  5   37ms     0/ 100 =  0%     0/ 100 =  0%  87.237.20.240
                                0/ 100 =  0%   |
  6   38ms     0/ 100 =  0%     0/ 100 =  0%  bundle-ether1.lontr1.London.opentr
ansit.net [193.251.255.101]
                                0/ 100 =  0%   |
  7   53ms     0/ 100 =  0%     0/ 100 =  0%  xe-4-0-1-0.ffttr2.Frankfurt.opentr
ansit.net [193.251.131.133]
                                0/ 100 =  0%   |
  8   51ms     0/ 100 =  0%     0/ 100 =  0%  tengige0-10-4-0.ffttr1.FrankfurtAm
Main.opentransit.net [193.251.129.38]
                                7/ 100 =  7%   |
  9   66ms     7/ 100 =  7%     0/ 100 =  0%  te4-4-10g.ar4.fra3.gblx.net [64.20
8.110.225]
                                3/ 100 =  3%   |
 10  269ms    10/ 100 = 10%     0/ 100 =  0%  VODAFONE-LTD.TenGigabitEthernet7-1
.ar6.LON3.gblx.net [64.214.144.122]
                               90/ 100 = 90%   |
 11  ---     100/ 100 =100%     0/ 100 =  0%  OfficePC [0.0.0.0]

Trace complete.

Hi fruitcage,

 

Thanks for posting. Your pathping results show that there doesn't appear to be any issue with your Sure Signal communicating with our servers. If there was you'd see a packet failure somewhere in there.

 

As such, we'll need to take a closer look at this for you. If you follow the instructions in my original post to contact us then our Sure Signal support team will be in touch as soon as they can.

 

George

eForum Team