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12-07-2016 10:52 PM
The issue you’re experiencing: No signal at all since this morning after running with no problems for over a year can you please advise what the issue is I have tried resetting multiple times etc.
What light sequence you're seeing: flashing red, two solid orange lights
Your speed test results:
12.5mb download
1.02mb upload
ping 59ms
Your external IP address 86.185.215.182
Your Sure Signal serial number: 40133466660
The results of a traceroute.
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
1 192.168.1.254 (192.168.1.254) 4.337 ms 2.578 ms 2.526 ms
2 217.32.142.106 (217.32.142.106) 7.569 ms 6.658 ms 6.682 ms
3 217.32.142.158 (217.32.142.158) 7.117 ms 8.415 ms 6.970 ms
4 213.120.158.226 (213.120.158.226) 15.840 ms 14.916 ms 25.036 ms
5 31.55.165.93 (31.55.165.93) 13.243 ms 19.201 ms 14.966 ms
6 31.55.165.107 (31.55.165.107) 21.495 ms 14.017 ms 15.078 ms
7 acc1-10gige-0-2-0.mr.21cn-ipp.bt.net (109.159.250.66) 13.416 ms 20.509 ms 13.324 ms
8 core2-te0-3-5-0.ilford.ukcore.bt.net (109.159.250.15) 21.519 ms 22.259 ms 19.791 ms
9 peer6-te0-10-0-15.telehouse.ukcore.bt.net (109.159.254.150) 29.525 ms 24.212 ms 26.215 ms
10 166-49-211-228.eu.bt.net (166.49.211.228) 20.619 ms 19.552 ms 19.111 ms
11 166-49-211-254.eu.bt.net (166.49.211.254) 20.258 ms 20.602 ms 25.203 ms
12 * * *
13 * * *
14 * * *
15 * * *
14-07-2016 09:43 AM - edited 14-07-2016 09:46 AM
The Sure Signal is now showing as active and receiving traffic.
If you have any further issues, please don't hesitate to post.
Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information:
VSS Traceroute command
This will help us get the quickest possible resolution for you.
14-07-2016 09:48 AM
Hi the device is still not working and I cannot add any users to the account - I get the error when trying to add users:
Sorry, there seems to be a problem.
We're working hard to fix the issue, so please try again later.: 500, 2004
What should I do here?
14-07-2016 10:21 AM
We're currently investigating an issue with users not being able to add new numbers to the Sure Signal device.
Please keep trying to add the numbers periodically.
14-07-2016 10:23 AM
my box is now flashing red light and one solid orange light what does this mean?
14-07-2016 03:14 PM
This light sequence indicates the Sure Signal failed to authenticate on the Vodafone Network.
Please restart the Sure Signal and continue to do this periodically.
We'll have this back up and running as soon as we can.
14-07-2016 08:05 PM
Hi I might be suffering the same problem with authenticating can you confirm if this has now been resolved?
15-07-2016 10:50 AM
Still the same issues not resolved - box is flashing red and one orange light on constant
15-07-2016 11:11 AM
Hi Can someone please update me on this issue??
This has been three days now, my Sure signal is still not connecting and I still cannot add any users to my Sure Signal and am getting the same error as before- I have also been promised a call back from the technical support team but have had no phone calls or updates at all.
Can someone update me urgently on the current status!
15-07-2016 12:44 PM - edited 15-07-2016 12:46 PM
We've completed our investigation. Users can now register new Sure Signals and add users.
Our Live help team can help you add users once security has been passed.
If you're still having difficulties, please test this at another location such as a friend or family members (preferably with a different ISP).
Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information:
VSS Traceroute command
This will help us get the quickest possible resolution for you.
15-07-2016 03:10 PM
Thanks Dave,
I'm still experiencing the same problem, I can confirm its been doing the same thing for 24hours. IThe device has been registered, not sure what else i can do....
Requested details:
VSS Traceroute command
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms dsldevice.lan [192.168.1.254]
2 9 ms 6 ms 6 ms 172.17.0.10
3 6 ms 6 ms 6 ms 172.17.2.30
4 7 ms 6 ms 6 ms 172.17.10.6
5 7 ms 6 ms 6 ms be2.psb-ir02.plus.net [195.166.129.182]
6 7 ms 6 ms 7 ms 195.99.125.138
7 7 ms 7 ms 7 ms 62.172.103.23
8 7 ms 6 ms 6 ms t2c3-et-8-1-0-0.uk-lon1.eu.bt.net [166.49.211.240]
9 7 ms 7 ms 6 ms 166-49-211-254.eu.bt.net [166.49.211.254]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.