Sure Signal not working

[mills_chris]

My sure signal has not been working effectively for a few weeks. The light combination alternates between :

Solid Power Light - no other lights

Solid Power Light and Flash Internet Light

Why is this ?

[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

[mills_chris]

The troubleshooting guide doesnt have the light combination so I cant look there

Speed test is here http://www.speedtest.net/my-result/3171067582

Ping Test http://www.pingtest.net/result/90604090.png

IP Address 151.228.111.147

Traceroute 

1 skyrouter (192.168.0.1) 3.741 ms 1.427 ms 1.759 ms
2 * * *
3 027808ac.bb.sky.com (2.120.8.172) 21.062 ms 20.033 ms 20.547 ms
4 ae99.edge3.london2.level3.net (212.187.201.57) 24.678 ms 22.346 ms 22.002 ms
5 * ae-0-11.edge4.london2.level3.net (4.69.200.126) 21.990 ms *
6 ae-3-3.ebr1.london1.level3.net (4.69.141.189) 22.688 ms 22.221 ms 22.009 ms
7 ae-44-44.ebr1.london1.level3.net (4.69.167.30) 21.926 ms
ae-41-41.ebr1.london1.level3.net (4.69.167.18) 22.708 ms 22.234 ms
8 ae-58-113.csw1.london1.level3.net (4.69.153.122) 22.760 ms
ae-56-111.csw1.london1.level3.net (4.69.153.114) 22.046 ms
ae-59-114.csw1.london1.level3.net (4.69.153.126) 22.560 ms
9 ae-121-3507.edge4.london1.level3.net (4.69.166.9) 22.367 ms
ae-119-3505.edge4.london1.level3.net (4.69.166.1) 60.898 ms
ae-121-3507.edge4.london1.level3.net (4.69.166.9) 22.042 ms
10 195.50.122.66 (195.50.122.66) 33.514 ms 36.596 ms 35.963 ms
11 85.205.116.6 (85.205.116.6) 34.963 ms 39.406 ms 34.841 ms
12 *

[mills_chris]

Seriel Number is 
40131141349

[JediDavs]

Hi There,

My Sure Signal has stopped working after around 3 weeks of use.

Speed Test Result: 1.58Mbs Download 0.58Mbs Upload

Pingtest.net Packet loss 0%, Ping 67ms Jitter 2ms

External IP Address 81.149.177.116

Traceroute Results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  voyager220v.home (192.168.1.1)  2256.321 ms  1.000 ms  0.885 ms

 2  host81-148-0-1.in-addr.btopenworld.com (81.148.0.1)  36.400 ms  35.763 ms  35.861 ms

 3  213.120.178.141 (213.120.178.141)  36.003 ms  35.800 ms  35.933 ms

 4  213.120.177.98 (213.120.177.98)  37.100 ms  37.095 ms  35.856 ms

 5  217.41.168.79 (217.41.168.79)  37.126 ms  36.989 ms  36.909 ms

 6  217.41.168.107 (217.41.168.107)  36.987 ms  37.057 ms  36.890 ms

 7  109.159.249.112 (109.159.249.112)  37.284 ms

    acc1-10gige-0-0-0-6.l-far.21cn-ipp.bt.net (109.159.249.90)  37.106 ms  36.947 ms

 8  core2-te0-15-0-16.faraday.ukcore.bt.net (109.159.249.25)  37.059 ms

    core1-te0-7-0-7.faraday.ukcore.bt.net (109.159.249.23)  41.014 ms

    core2-te-0-15-0-15.faraday.ukcore.bt.net (109.159.249.21)  43.319 ms

 9  peer1-xe8-0-0.telehouse.ukcore.bt.net (109.159.254.173)  37.379 ms

    peer1-xe-8-2-1.telehouse.ukcore.bt.net (213.121.193.137)  61.108 ms  37.362 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  41.038 ms  41.279 ms  39.765 ms

11  85.205.116.14 (85.205.116.14)  38.989 ms  38.412 ms  37.913 ms

12  * * *

13  * * *

14  * * *

15  * * *

This carried on for 34 hops, when I cancelled the trace.

The VSS Serial Number is: 40132743184

Thank you in advance for your assistance.

[Gemma]

Hi mills_chris,

I’ve checked this for you and the Sure Signal hasn’t updated in a while. Can you do a full factory reset and let me know how you get on?

Reset your Sure Signal:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

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

@JediDavs,

I’ve checked the registration and can see it’s not connected to the server since you’ve registered today.

Please give it 24 hours and get back to us if you’re still having trouble.

Thanks,

Gemma 

[mills_chris]

Thanks Gemma I tried that for about a minute but the lights didnt go out, the power light remained the whole time

[JediDavs]

Hi Gemma,

I deregistered & reregistered today.

The VSS lights report it is connected to the internet & providing service.  However I cannot get a signal, and you cannot see the VSS connected to the server.  I will take another look in the morning.

[Jenny]

Hi guys,

mills_chris - This still hasn’t updated so I’ve done a re-sync for you.

Please complete this process by performing a factory reset again.

JediDavs – Your Sure Signal connected this morning.

Is everything ok now?

Thanks,

Jenny 

[JediDavs]

Hi Jenny,

The Sure Signal is still not working.  The internet and service light have been lit since yesterday.  Myself & my friends still cannot connect. We have differing phones, and can connect to other Sure Signal devices so the fault is not with the mobile telephones.  They are all registered.