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17-11-2015 06:04 PM
Hi folks
First post here - hopefully someone can help me! I have had a sure signal (v2) for a couple of years without major problems. We just moved house but the sure signal is plugged into the same router (BT Home Hub 5) which was on fibre at the old house, now it's on ADSL. Initially no problem - but after 3 days it's just in a state of solid power light and the two other lights flashing. I have tried resets, power downs, moving the device onto a different port, changed ethernet cable - all the same result.
Don't know if it needs some kind of re-sync but this is really bugging me now when I really need it due to poor mobile signal at the new home. I'd be really grateful if one of the experts on here can shed some light!
Your speed test results from here.
Ping - 19mS
Jitter - 1mS
Download Speed - 18.75 Mbps
Upload speed - 0.78 Mbps
Your external IP address from here.
109.146.177.37
Your Sure Signal serial number:
40121332270
The results of a traceroute.
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 1 ms <1 ms <1 ms BTBusinessHub.home [10.0.0.1]
2 8 ms 8 ms 8 ms 217.32.144.167
3 9 ms 9 ms 9 ms 217.32.144.190
4 11 ms 11 ms 10 ms 213.120.181.246
5 11 ms 10 ms 11 ms 217.41.169.241
6 13 ms 11 ms 12 ms 213.120.179.83
7 10 ms 9 ms 10 ms acc2-xe-7-3-0.sf.21cn-ipp.bt.net [109.159.251.23
5]
8 17 ms 19 ms 19 ms core1-te0-13-0-2.ilford.ukcore.bt.net [109.159.2
51.137]
9 15 ms 16 ms 15 ms 109.159.255.101
10 17 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
11 18 ms 18 ms 18 ms 85.205.0.93
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.
Trace complete.
Any ideas???
Many thanks
Mark
17-11-2015 06:47 PM - edited 17-11-2015 06:47 PM
Hi mark and welcome
The first thing that comes to mind is have you checked your Sure Signal account? .....Is it correct in acordance with your new address and post code, and is it still tied in with your mobile number?
If everything appears ok with your account, your best solution is to contact Live help ....... http://www.vodafone.co.uk/contact-us/index.htm who should be able to deal with it for you. You will find Live help at the bottom of the page, just fill in the options on the way down. Also Live help does get busy most of the time, so just hold on to the page and an agent will answer.
The other alternative is to phone 191 on your mobile ( assuming you can get a signal)
Good Luck,
Mike.
20-11-2015 01:59 PM
Welcome to the eForum.
I've had a look through all the information you've provided and everything on this end looks fine.
I've done a resync of your Sure Signal now. Please go through the process of resetting the device to see if this resolves the issue.
20-11-2015 02:36 PM
OK - will give it a go
thanks
mark
20-11-2015 04:41 PM
Many thanks Chazz
All up and working now - seems it needed the re-sync
cheers
Mark.
21-11-2015 05:20 PM