Sure Signal all lights off!

[RobMorland]

Hi there

My Sure Signal has just stopped working.  Before this it had worked fine since January.  On switching on this morning only the power light came on, nothing else.  No change after 2 hours.  I have tried the reset sequence (hold reset button, 10 secs, power off, 10 secs, power on, 10 secs, release reset button) but this doesn't appear to breathe life into it.  Now all the lights are off.  The network connection is working fine through it, but no mobile signal.

I see from Jenny's 'Lights and Sequences' post that neither of my light combinations (just the power light on and all lights off) are in her 'full list of different light sequences' so I'm not sure what to do next!

Model: 9361

Part No: 3JR09113ABBA

I hope someone can help!

Rob

[Gemma]

Hi RobMorland,

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. 

The results of a traceroute.

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'll help us get the quickest possible resolution for you.

Thanks,

Gemma

[RobMorland]

Thanks Gemma

It is worth noting that I have now experienced three Lights and Sequences which are not included in Jenny's 'full list of lights and sequences'.  This really needs to be updated to include all the sequences that can possibly be seen.  I am sure that this would cut down on your diagnosis traffic as you could include informaton related to the states I have seen, all of which I oresume indicate a fault.  For your information, here are the three that I have seen that are not on your list:

- Power light on, all others off

- All lights off (but power applied and through network connection working)

- Power light on, internet light flashing

I reset the Sure Signal again 2 days ago.  It has been continuously running since and is showing power light on and internet light flashing at the moment.

Here are the results from the actions you asked me to carry out:

Speed test results:

Ping: 20ms

Download speed: 74.19Mbps

Upload speed: 2.73Mbps

Ping test results:

Line quality B*, MOS:4.34

Ping 19ms, jitter 2ms

Server Coventry, distance 50mi

ISP Virgin Media, 3/5

Unable to test packet loss ( I think this is due to some Java problem)

External IP address:

86.22.66.162

::ffff:5616:42a2

Sure Signal serial number:

40134622584

Traceroute result:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Rob>tracert 212.183.133.177

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

  1     8 ms     7 ms     7 ms  10.153.48.1
  2     6 ms     7 ms     7 ms  cmbg-core-1b-ae2-3972.network.virginmedia.net [6
2.253.128.229]
  3     8 ms     9 ms     9 ms  nrth-bb-1b-ae5-0.network.virginmedia.net [212.43
.163.145]
  4    13 ms    11 ms    10 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  5    28 ms    31 ms    31 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    25 ms    25 ms    24 ms  85.205.0.86
  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.

Trace complete.

C:\Users\Rob>

I look forward to hearing from you.

Rob

[Ben_H]

Hi Rob,

Thanks for that feedback. There seems to be an issue with your router configuration or ISP blocking the connection.

So that we can look into this further with a technician, take a look here for how to get in touch. We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

Cheers, 

Ben

[RobMorland]

Thanks Ben, I have completed the details in the email as requested.  Yes, the timeouts on the tracert are curious.  The Sure Signal has worked fine on our Virgin Media cable connection since I installed it over 6 months ago.  I wonder if Virgin has changed some settings on their network?

Hope you can solve the problem, I am missing the guaranteed coverage at my home office!

Best regards,

Rob

[Retired-Matt_B]

Hi Rob,

I've searched your registered email address and can't see any email that's come through.

Could you let us know the reference number you've had in the auto reply email? It'll look like [#7xxxxx], I'll make sure we've got it.

Thanks,

Matt B

[RobMorland]

Here is the reference number [#7647771]

Rob

[Retired-Matt_B]

Hi RobMorland,

I can see we've responded to your email.

I hope everything is working fine. If you're still having problems, let us know.

Thanks,

Matt B

[RobMorland]

Thanks Matt

I believe that ther ewas a technical fault at your end which has now been resolved.  I have reset the Sure Signal and it is currently sitting with power light on and internet light flashing.  It has been in this state for about 2 hours now.

It is a little disturbing that this is one of the three states I have seen which is not on the "full list of different light sequences" posted by Jenny on 10-01-2013.  Nobody has responded to me on this point, but the list clearly needs to be updated.

Can you confirm that my Sure Signal is now doing what you would expect?  I was told yesterday by Darshit that I may have to wait up to 6 hours, which I'm happy to do.

Rob

[Retired-Matt_B]

Hi RobMorland,

At this point your Sure Signal hasn't connected to our servers.

As has been mentioned, it can take up to 6 hours to complete this process.

If you're still not connected after this time, let us know and we'll investigate further.

Thanks,

Matt B