Solid Power light, flashing Internet light, no other lights

[leejordan]

Hi,

My SureSignal V3 device has not been working for several days/weeks. It has a solid power light, a flashing Internet light and the other two lights are not lit.

It is serial number 40131133114

Ping test can be seen here http://www.pingtest.net/result/86920150.png

Speed test can be seen here http://www.speedtest.net/my-result/2990850924

My external IP address is 86.3.85.116 on Virgin Media

The ping test is ..

C:\Users\Daddy>tracert 212.183.133.177

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

  1    <1 ms    <1 ms     2 ms  ddwrt.home [10.6.0.1]
  2   135 ms    45 ms    56 ms  cpc24-hers4-2-0-gw.6-3.cable.virginmedia.com [86
.3.85.1]
  3     8 ms     7 ms     7 ms  hers-core-1b-ae1-1673.network.virginmedia.net [8
0.3.33.193]
  4     9 ms    11 ms    11 ms  popl-bb-1c-ae8-0.network.virginmedia.net [62.253
.174.213]
  5    12 ms    10 ms    20 ms  nrth-bb-1c-et-300-0.network.virginmedia.net [62.
253.175.229]
  6    10 ms    11 ms    11 ms  nrth-bb-1b-ae11-0.network.virginmedia.net [62.25
3.174.109]
  7    18 ms    13 ms    11 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  8    15 ms    14 ms    15 ms  ldngw1.arcor-ip.net [195.66.224.209]
  9    13 ms    14 ms    15 ms  85.205.116.2
 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.

Can you help please?

Thanks

Lee

[leejordan]

Hi,

I'd be grateful for a reply to this from VF Tech Support please?

Thanks

Lee

[Retired-Andy]

Hi Lee,

Have you been seeing the same lights since the Sure Signal stopped working?

These would normally mean the Sure Signal is being configured but shouldn’t take longer than 6 hours.

If the process is interrupted however, it’ll start again from scratch.

Your speed test, ping test and traceroute are all fine and your IP address is on our whitelist so no problems there either.

Your Sure Signal last connected to our servers on 19 September at 22:46 so to make sure it’s as up to date as possible, I’ve just resynced it for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 come online in around one hour

Let me know how you go on.

Cheers,

Andrew

[leejordan]

Hi,

Yes the lights are always the same. The Internet light pulses for a while then stops for a while and then starts again.

The reset button doesn't seem to do anything. The lights just do what they normally do.

Lee

[leejordan · Accepted solution]

It's working now!

Thanks very much.

Lee

[Retired-Lee]

Hi Lee,

Thanks for letting us know it's fixed.

LeeH