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16-05-2015 05:02 PM - edited 16-05-2015 05:04 PM
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
28-05-2015 06:19 PM
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!!
29-05-2015 08:22 AM
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.
29-05-2015 08:55 AM
Yes @duncanpenny BT is my ISP provider too.
29-05-2015 02:48 PM
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
29-05-2015 03:11 PM
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?
29-05-2015 03:42 PM
OK @Amanda I will try that. Thank you 🙂
01-06-2015 02:05 PM
Hi @duncanpenny
Your internet service provider will know where to send this information through to us.
Cheers,
Laura
01-06-2015 08:15 PM
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?
02-06-2015 12:28 PM
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
02-06-2015 12:50 PM
Hi, I rebooted my router and now the external IP address is 165.120.33.70
Thanks
Duncan