Sure Signal V1 Still Not Working

[smcg12]

Hi there,

my Sure Signal V1 suddenly stopped working last autumn. At the time, my ISP was Sky and there were various forums about an issue that affected several Sky SS users. Despite numerous calls with both Vodafone and Sky, the issues was bever resolved.

I've now switched ISP to PlusNet, and hoped that my SS would start working through the new router and fibre broadband. 

I've plugged it in, re-set it as set out in the troubleshooting.

However, 24 hours later LED 1 stays on, then LED 2 occasionally comes on, then LED 4 flashes a few times, before the cycle starts again. It's as though the SS is constantly trying but failing to connect.

I'm really hoping I'll get this sorted out soon as its been an issue for several months now. 

Thanks your your help in advance

[Gemma]

Hi smcg12,

Please let us know the below information:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

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

Thanks,

Gemma

[smcg12]

Hi Gemma,

Speed Test

Download: 24.18 Mbps

Upload: 3.35 Mbps

Ping Test

Packet Loss 0%

Ping 38 ms

Jitter 9 ms

IP Address: 46.208.112.65

Sure Signal serial no: 21230813152

Tracerroute result:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

1 1 ms <1 ms <1 ms dsldevice.lan [192.168.1.254]
2 11 ms 42 ms 14 ms lo0-central10.pcl-ag05.plus.net [195.166.128.186
]
3 10 ms 10 ms 10 ms link-b-central10.pcl-gw02.plus.net [212.159.2.17
8]
4 10 ms 11 ms 9 ms xe-1-2-0.pcl-cr02.plus.net [212.159.0.210]
5 * * 10 ms ae1.ptw-cr02.plus.net [195.166.129.2]
6 13 ms * * ae2.ptw-cr01.plus.net [195.166.129.4]
7 12 ms 25 ms 14 ms te-3-4.car5.London1.Level3.net [217.163.45.181]

8 11 ms 15 ms 10 ms ae-52-52.csw2.London1.Level3.net [4.69.139.120]

9 11 ms 10 ms 10 ms ae-227-3603.edge3.London1.Level3.net [4.69.166.1
54]
10 11 ms 11 ms 11 ms CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
11 11 ms 10 ms 10 ms 195.2.30.61
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.

C:\Users\Steve>

Hope this helps, regards, smcg12

[Retired-Simon]

Hi smcg12

Thanks for your reply.

All of your checks on speed, ping and traceroute are fine.

As you’ve changed ISP, I’ve resynced the Sure Signal for you. It’ll need a factory reset to complete the process as follows:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

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

Thanks

Simon

[IainGI]

These are exactly the same symptoms as I have. In my case, it turns out the black plug-top power supply unit was faulty. I tested it separately and found that with no load, it produced the correct voltage (12V) so I initially thought all was well.  However, something made me suspicious, so I tested it under load as well, and the voltage drooped.  I happened to have a spare of the same specification (12V 1.5A), so I connected that to my Sure Signal and within 5 minutes it was working again.  I hope that helps!

[smcg12]

Right, I've done this and no change. It's still going through the motions of trying to connect but failing to do so. Any other ideas?

Unfortunately I don't have a spare power cord to see if that works.

[Retired-Matt_B]

Hi smcg12,

As your Sure Signal V1 is most likely out of warranty, we'd usually recommend purchasing a new up to date model at this point, rather than a repair.

However as IainGI mentioned above, it may be worth trying a new 12V 1.5A plug socket with the Sure Signal first. Whilst we do not supply these directly, a quick Google search bought up plenty that are available through third parties.

Thanks,

Matt B

[smcg12 · Accepted solution]

Hi,

Just to let you know that I got hold of a new power cord, and this worked!

smcg12