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Sure Signal 3 - Suddenly stopped working

duncanpenny
2: Seeker
2: Seeker

Hi, my Sure Signal 3 stopped working about a week ago and I have been unable to fix it following the trouble shooting guide after a number of resets. The power light is flashing, the in service light is solid orange and the internet and in use lights are off. The Sure Signal has a working connection to the router. Any suggestions? Thanks, Duncan

23 REPLIES 23

Hi Ben, here are my results as requested:

 

http://www.speedtest.net/my-result/4392485469

 

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/124007966.png[/IMG][/URL]

 

86.165.218.105

 

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 41 ms 98 ms 99 ms BThomehub.home [192.168.1.254]
2 38 ms 36 ms 52 ms 213.123.106.250
3 40 ms 35 ms 46 ms 217.32.85.161
4 37 ms 36 ms 37 ms 213.1.69.14
5 37 ms 36 ms 35 ms 31.55.164.102
6 35 ms 35 ms 35 ms 31.55.164.71
7 35 ms 36 ms 36 ms 31.55.164.107
8 39 ms 36 ms 39 ms 109.159.248.75
9 41 ms 45 ms 41 ms 109.159.248.182
10 42 ms 42 ms 52 ms peer1-xe3-2-1.telehouse.ukcore.bt.net [109.159.2
54.209]
11 45 ms 47 ms 47 ms lndgw2.arcor-ip.net [195.66.224.124]
12 60 ms 45 ms 42 ms 85.205.0.86
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.

 

Sure Signal S/N 40124143203

 

Sorry @duncanpenny for hijaking your post!!

 

No problem at all @sweet_lfa - it seems we have the same issue.

 

Can I ask - is BT also your ISP provider? It might help determine wheher this is a Vodafone issue or ISP issue.

Yes @duncanpenny BT is my ISP provider too.

Amanda
Community Manager
Community Manager

Hello @duncanpenny 

 

Your ISP will need to contact us directly (in writing) to confirm that your IP address is for sole use in the UK. Then we can get this added to the whitelist. 

 

Hi @sweet_lfa

 

Thanks for that info. Your IP address is fine. 

 

Your Sure Signal hasn't updated with us for a while. Please could you try connecting it with a different Ethernet cable and let me know if this fixes your issue. 

 

Thanks,

 

Amanda 

Hi Amanda, who should I get them to write to and at what address? Could it be by email as I suspect that will be easier?

OK @Amanda I will try that. Thank you 🙂 

Hi @duncanpenny

 

Your internet service provider will know where to send this information through to us.

 

Cheers,

 

Laura

Hello, I contacted BT and they told me that the IP addresses they assign are dynamic. I tried resetting the router again and reset the Sure Signal but it is still not working. My IP address is now 86.139.190.73. 

 

What should I try next?

Hi @duncanpenny

 

The IP address you’ve provided isn’t valid.

 

Can you confirm that 86.139.190.73. is your external IP.

 

Thanks,

 

Sarah

Hi, I rebooted my router and now the external IP address is 165.120.33.70

 

Thanks

 

Duncan