Sure Signal V2 No Service

[darylt]

I have had a sure signal V2 for ages and has mostly been working as it should however the last week bith mine and the wifes phones keep loosing all signal to the point that our phones say No Service.  This seems to be intermittent and drops in and out.  When we do have a signal it is sometimes a very poor signal.

Nothing has changed since it was working.

We have the power light and the next light (signal icon) both illuminated.

Please help

[Retired-Matt_Vo]

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.

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

Matt
Moderator

[darylt]

Speed test - Ping 17ms Upload Mbps 23.40 Download 9.93 Mbps

Ping Test - Packet Loss 0%  Ping 22ms  Jitter 10ms

External IP Address - 80.0.78.124

Trace Route - 

1 * * * Request timed out.
2 13 ms 12 ms 14 ms winn-core-2b-ae7-1195.network.virginmedia.net [6
2.253.123.201]
3 24 ms 17 ms 18 ms brhm-bb-1c-ae2-0.network.virginmedia.net [62.253
.96.173]
4 * * * Request timed out.
5 25 ms 27 ms 34 ms ldngw1.arcor-ip.net [195.66.224.209]
6 24 ms 23 ms 36 ms 85.205.116.14
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
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.

 Sure Signal Serial Number - 40113145128

[Retired-Andy]

Hi darylt,  

Thanks for the information you’ve given.

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

I’ve checked your serial number and can see that a Location Move has been detected. This can be caused by changes made by your ISP (Internet Service Provider) or firmware updates they’ve sent to your router.

I’ve changed the postcode to a different one and then back to the original.

To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.