Internet light flashing intermittently or not at all

[leroy37]

Hi

I am having problems with my SS1 and have never been able to use it to make calls. I have registered online and have my SS box registered to me. I have spoken with CS a few times and still nothing working.

 Have gone through the trouble shooting guide, resets, leaving it for 24 + hours but the same lights situ..

after reset, power light on and steady after about 5 mins it goes through each light randomly (4 lights) and stays like that. both lights on the back are working and have changed sockets and cables.

also i tried to change location but keeps coming up with an error message all the time cant add people either.

Here are my test results.

Speed test

Download 6.13

Upload  0.36

Ping 46 ms

Jitter 1 ms

IP  146.90.148.196

Serial number 21197120211

Trace Route

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Lee>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    81 ms    98 ms    99 ms  dsldevice.lan [192.168.1.254]
  2    45 ms    43 ms    43 ms  lo0-central10.ptw-ag03.plus.net [195.166.128.
]
  3    43 ms    42 ms    42 ms  link-b-central10.ptw-gw02.plus.net [212.159.2
4]
  4    41 ms    42 ms    41 ms  xe-4-3-0.ptw-cr02.plus.net [212.159.0.246]
  5    42 ms    42 ms    41 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6    42 ms    53 ms    43 ms  te-4-2.car5.London1.Level3.net [217.163.45.24

  7    43 ms    42 ms    42 ms  ae-51-51.csw1.London1.Level3.net [4.69.139.88
  8    43 ms    42 ms    42 ms  ae-118-3504.edge3.London1.Level3.net [4.69.16
42]
  9    44 ms    43 ms    43 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.
.26]
 10    44 ms    43 ms    44 ms  ae22-xcr1.lns.cw.net [195.2.30.61]
 11     *        *        *     Request timed out.
 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.

I hope there is something we can do to get it working.

Cheers leroy

[Retired-Matt_B]

Hi leroy37,

Everything looks fine from the trace route you've provided.

I've asked for your Sure Signal firmware to be updated. Please leave the Sure Signal switched on for the next 24 hours and don't reset it before either. 

After this time, you should find that the Sure Signal will be up and running.

Thanks,

Matt B

[Retired-Matt_B]

Hi leroy37,

We've been unable to update the firmware as we can't reach the Sure Signal.

What light sequence does the Sure Signal stay on most?

Thanks,

Matt B

[leroy37]

hi

Thanks for getting back.

The lights are flashing randomly as like a "demo" mode. all 4 lights flash, first maybe light 3 then 1, then maybe 2 & 4. all the while the power light is doing the same with it. No light is on constantly, just going from 1 light to another in no order. have a constant light on back, with other flashing when used. when the reset or powered up, the power light is just on and stays on for around 3-5 mins, all the while the back light flashes. then goes as said above.

hope you can help.

cheers Leroy

[Retired-Andy]

Hi Leroy,

Your Sure Signal hasn’t yet connected to our servers.

Check to make sure you’ve got the following ports open/forwarded on your router:

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Also, try a different Ethernet cable between your router and Sure Signal.

If this doesn’t help, try the unit in a different location such as a family member or friend.

Let me know how you get on.

Thanks,

Andy