Sure signal V1 - Solid power light - no other light

[fuzz0610]

I have not been able to get a signal from my above box for a few weeks now. I have a Plusnet technicolor TG582n router.  We do not have any other issues. I have tried to reset but it does not work.  Holding down the reset button does not bring up the 4 lights.  When I do release the lights pulse then revert to just the power light.

Tracert details are:

Tracing route to 212.183.131.177 over a maximum of 30 hops

  1     1 ms    <1 ms    <1 ms  dsldevice.lan [192.168.1.254]
  2    13 ms    12 ms    12 ms  lo0.10.central10.ptn-bng01.plus.net [195.166.128
.228]
  3    12 ms    15 ms    12 ms  irb.10.PTW-CR02.plus.net [84.93.249.2]
  4    13 ms    12 ms    12 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  5    15 ms    14 ms    14 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    14 ms    14 ms    13 ms  85.205.0.86
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10

Can you please assist

[Sukhi]

Hi @fuzz0610 

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

Sukhi

[fuzz0610]

Hi Sukhi,

Apologies for the delay in coming back.  Have already tried the troubleshooting thread before my original post

My ping result is 15ms, Jitter 0ms

Download speed is 39.67 Mbps, Upload speed is 8.04 Mbps

IP Address: 146.199.48.1

Tracer Info:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Carl>tracert212.183.133.177
'tracert212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Carl>tracert 212.183.133.177

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    13 ms    12 ms    11 ms  lo0.10.Central10.ptw-bng02.plus.net [195.166.130
.203]
  3    12 ms    12 ms    12 ms  irb.10.PTW-CR02.plus.net [84.93.249.2]
  4    17 ms    12 ms    12 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  5    16 ms    14 ms    13 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    13 ms    13 ms    13 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.

Hope the above helps

[Retired-Matt_B]

Hi @fuzz0610,

Your IP address isn't on our whitelist as it's a non UK address.

You'll need to speak with your ISP to get them to allocate a UK IP address.

Thanks,

Matt B

[fuzz0610]

I have now been allocated a static IP adress of 212.159.79.245

[DaveCD]

@fuzz0610 

I've checked and this is a UK based IP address which also matched in our whitelist.

Please reset the Sure Signal and restart any phones attached.

DaveCD

[Ben_H]

Hi @fuzz0610 ,

Has the guide that @Sukhi provided sorted your Sure Signal out?

If not, please post the details she's requested and we can look into this for you.

Cheers,

Ben

[fuzz0610]

Hi Ben,
Not had chance to do it yet. Will hopefully get around to it tonight and come back to you.

Thanks