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Solution

Sure signal 3 problem

sbraynor
4: Newbie
My sure signal 3 hasn't been able to connect for about 2 weeks now. I have zero signal, so my phone is useless without the Suresignal.

The power light is on and solid, the internet light is flashing and never goes solid. I have done a factory reset. I have switched off and on, but no change. Until 2 weeks ago, it worked perfectly for almost a year.

Serial number is 40131572915.

What's the next thing I should try?
18 REPLIES 18

Retired-Matt_B
Moderator (Retired)
Moderator (Retired)

Hi sbraynor,


Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below, 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 B

Hi,

 

This is exactly the same problem that i have been having, and there is nothing in the trouble shooting guide that has helped. Here are my results:

 

Download Speed:   6.92Mbps

Upload Speed:   0.84 Mbps

Ping Test: 38ms B*

IP Address: 92.1.208.128

Serial Number: 40132745304

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

C:\Users\Sam>tracert 212.183.133.177

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

  1    37 ms    <1 ms    <1 ms  192.168.2.1
  2    27 ms    26 ms    27 ms  host-92-1-208-1.as43234.net [92.1.208.1]
  3    30 ms    67 ms    30 ms  host-92-31-245-129.as13285.net [92.31.245.129]
  4    32 ms    30 ms    31 ms  host-92-31-245-136.as13285.net [92.31.245.136]
  5    34 ms    31 ms    32 ms  host-78-144-11-99.as13285.net [78.144.11.99]
  6    31 ms    31 ms    36 ms  host-78-144-11-34.as13285.net [78.144.11.34]
  7    33 ms    31 ms    35 ms  xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37]
  8    31 ms    31 ms    34 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
  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\Sam>

 

Many thanks in advance

 

anyone??

grolschuk
Community Champion (Retired)
Community Champion (Retired)

The team tend to take around 24 hours to answer new questions, and because you have provided some info for them to go on, they may have seen it and looking into things.

 

Who is your ISP and what router do you use? as they sometimes need tweaking to allow the encrypted vpn traffic through.

its with  aol, talk talk

 

and router is: Belkin N1 wireless ADSL2+ Modem router, Model No: F5D8631-4

 

THe sure signal had been working perfectly for 6 months plus and about 2 weeks ago, it went down and has the same lights as above ever since. 

grolschuk
Community Champion (Retired)
Community Champion (Retired)

Ah - so the fact that it had been working and now no longer does, if the same router is being used, I don't think there is much milage in troubleshooting the usual connection issues, unless the tech team suggest it.

 

I would say while waiting for someone to get back to you after they have had a look behind the scenes, you could try...

 

Disconnecting the suresignal.

Log in to the management web page and change your postcode to something random miles away.

Wait half hour for it to update.

Change the postcode back.

Wait half hour, and plug the suresignal back in.

 

Once the lights settle down to the usual sequence, do a reset on the unit, which for a v2 should be...

Press and hold the reset button for 30 seconds.

Carry on pressing and pull out the power.

Keep reset pressed for another 30 seconds

Still pressing reset, Put the power back in.

After around 30 seconds all the lights will flash, release the reset button.

 

It should try and download the config again and could take a number of hours.

Hi,

 

I have recently switched broad band providers from BT to EE and my V3 sure signal hasn't worked since.  The red light is flashing, no first and second lights on at all and the third light is solid orange.

 

I have tried the factory re-set but this doesn't work

 

Your speed test results  74mbps / 18 mbps

Your ping test results  34ms

Your external IP address  95.151.114.99

Your Sure Signal serial number  40131557684

The results of a traceroute  -  not recognised as an internal or external command operable programme or batch file

 

Are you able to look into this for me please as I have no phone signal without my sure signal?

 

Thanks,

 

Hazel

DaveCD
Moderator (Retired)
Moderator (Retired)

Hi HCFischerRM,

 

Your speeds are fine and the IP address is included.

 

I've resynched the Sure Signal and refreshed the location to try and reconnect the Sure Signal.

 

I'm a little concerned that the traceroute hasn't been possibly, please use a different Ethernet cable and retry this.

 

The light sequence indicates that the Sure Signal is not active as there is an issue with the connection to the home router, so please check all connections and try a different port.

 

DaveCD 

 

 

Hi DaveCD

 

I have tried another ethernet cable but am getting the same message as before on the traceroute.  I have also reset the sure signal and plugged it in to another socket, checked all the connections etc.

 

I do now have a different sequence of lights with the red light still flashing but now the first light is solid orange, the second and third lights are not on.  Not sure if this is a good sign?

 

Thanks for your help,

 

H