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Solution

HELP Suresignal v3 stopped working suddenly

khanja
4: Newbie

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  * * *

 

23 REPLIES 23

DaveCD
Moderator (Retired)
Moderator (Retired)

@khanja

 

The Sure Signal is now showing as active and receiving traffic.

 

If you have any further issues, please don't hesitate to post.

 

@misterc123

 

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:

 

  • The Sure Signal Serial number
  • The lights you're seeing on the Sure Signal
  • The results of a traceroute

VSS Traceroute command

 

    • On a PC:
    • Click on Start and select Run
    • Type CMD into the Run box and press enter/click ok
    • A black box will appear
    • In this box type tracert 212.183.133.177 press Enter
    • Paste the output of this command into your reply

This will help us get the quickest possible resolution for you.

 

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?

DaveCD
Moderator (Retired)
Moderator (Retired)

@khanja

 

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.

my box is now flashing red light and one solid orange light what does this mean? 

DaveCD
Moderator (Retired)
Moderator (Retired)

@khanja

 

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.

Hi I might be suffering the same problem with authenticating can you confirm if this has now been resolved?

Still the same issues not resolved - box is flashing red and one orange light on constant

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!

 

DaveCD
Moderator (Retired)
Moderator (Retired)

@khanja

 

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).

 

@CG2016

 

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:

 

  • The Sure Signal Serial number
  • The lights you're seeing on the Sure Signal
  • The results of a traceroute

VSS Traceroute command

 

    • On a PC:
    • Click on Start and select Run
    • Type CMD into the Run box and press enter/click ok
    • A black box will appear
    • In this box type tracert 212.183.133.177 press Enter
    • Paste the output of this command into your reply

This will help us get the quickest possible resolution for you.

 

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:

  • The Sure Signal Serial number: 43162224596
  • The lights you're seeing on the Sure Signal – Flashing red power light and a solid orange internet light
  • The results of a traceroute

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.