Sure SIgnal not working with new Virgin Media Superhub 2

[acooper13]

Please help - 2 weeks ago i changed from my old netgear router running on virgin broadband to the Virgin Media Superhub2, since then my Sure Signal1 has stopped working. Ive wasted so much time trying to talk/holding on the phone to vodafone. Ive opened ports and IPSec Pass-throughs, ive set Firewalls to low. Ive done hard restarts. Saved DHCP Reserversations. Pretty much everything i can find mentioned and still no joy. Can anyone else come up with anything. Have run the tracert in CMD. and attached below if that helps. Please someone help me before I waste any more time...

Thanks

Coops

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

  1     2 ms     1 ms     1 ms  192.168.1.1
  2    15 ms     9 ms     3 ms  routerlogin.net [192.168.0.1]
  3    19 ms    10 ms    14 ms  10.42.56.1
  4    15 ms    17 ms    12 ms  lutn-core-2b-ae6-711.network.virginmedia.net [80
.4.208.161]
  5    14 ms    13 ms    13 ms  nrth-bb-1c-ae12-0.network.virginmedia.net [62.25
3.174.5]
  6    19 ms    13 ms    11 ms  nrth-bb-1b-ae11-0.network.virginmedia.net [62.25
3.174.109]
  7    13 ms    16 ms    19 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  8    16 ms    19 ms    22 ms  ldngw1.arcor-ip.net [195.66.224.209]
  9    19 ms    16 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     *        *

[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.

Your Sure Signal serial number:

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

Thanks

LeeH

[acooper13]

Thanks Lee

Ive done the speedtest

40.27 Download and 3.01 Upload

Pingtest

Ping 15ms

Jitter 2ms

ISP virgin Media 2.9/5

and the IP

IP 82.23.8.148

lastly my Sure Signal

21197014711

Hope this helps you identify what might be wrong

Anthony

[Retired-James]

Hi acooper13,

Everything looks fine with all of the tests that you’ve done and the registration is up to date.

What light sequence are you seeing?

If you can let me know, I’ll be able to get this escalated with our support teams.

James

[acooper13]

James

On a Suresignalv 1 - lights 1,2,4 all solid but 3 nothing at all

Anthony

[Jenny]

Hi acooper13,

I’ve passed your serial number onto our support team and asked them to send a firmware update out to your Sure Signal, as this should fix it.

Please note that this can take up to 48 hours but let us know how you get on with this.

Thanks,

Jenny 

[acooper13]

Did this happen as nothing ever changed?????

[Ben_H]

Hi Anthony,

It's Jenny's rest day today but she's back in tomorrow. I've emailed her to ask if she got any confirmation back from the team involved.

Have you since reset your device so that any changes can take effect? 

Cheers, Ben

[Jenny]

Hi acooper13,

Apologies for the delay in getting back to you.

I had a reply on 22 October confirming that the software update had been sent to you.

Please note that during this period, no resets ,re-syncs or alterations should be done to the Sure Signal and the internet connection must not be disconnected at any point. Was this the case?

If so, try a reset as Ben advised above to see if this helps.

Let me know how you get on.

Thanks,

Jenny 

[acooper13]

Afraid still no joy despite another full reset