My sure signal is not connecting (just red light on)

[thettiimm]

My sure signal is not connecting (it is one you plug in)

The internet connection is fine (using the same rooter/switch as I am typing in)

serial nunber is: 40132000627

1 725 ms <1 ms <1 ms 192.168.1.1
2 8 ms 7 ms 7 ms 10.85.56.1
3 8 ms 7 ms 10 ms croy-core-2b-ae7-712.network.virginmedia.net [81.96.230.102]
4 8 ms 12 ms 10 ms popl-bb-1c-ae10-0.network.virginmedia.net [81.96.226.5]
5 9 ms 9 ms 8 ms popl-bb-1b-ae13-0.network.virginmedia.net [213.105.159.189]
6 10 ms 9 ms 9 ms nrth-bb-1b-et-700-0.network.virginmedia.net [62.253.175.53]
7 12 ms 11 ms 11 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
8 13 ms 15 ms 15 ms ldngw1.arcor-ip.net [195.66.224.209]
9 13 ms 13 ms 13 ms 85.205.116.6
10 * * * Request timed out.
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.

[Retired-Lee]

Hi,

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.

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

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

Thanks

LeeH

[thettiimm]

Already tried the trouble shooting site

Your IP Address is 82.41.74.60
Your IPV6 Address is ::ffff:5229:4a3c

My download speed is 19mbs

my upload spead is 1 mbs

my ping is 15ms with a jitter of 1ms. There were no packets lost. 

[thettiimm]

Still not working!

[Jenny]

Hi thettiimm,

Your Sure Signal hasn’t connected to the server since 20 September.

I’ve re-synced this for you today so please complete the by performing a factory reset as follows:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour.

Let me know how you get on.

Thanks,

Jenny 

[thettiimm · Accepted solution]

Thanks seems to be working now :smileyhappy:

[Retired-Simon]

Thanks for letting us know thettimm.

Simon