Sure signal V3 stopped working

[610]

Hi,

My suresignal has  stopped working, all lights are on correctly but none are flashing, the results from the troubleshooting are below:

Upload speed 22.94

Download speed 3.65

Ping 21ms

IP address 80.229.236.177

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  192.168.1.254
  2     7 ms     6 ms     7 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192
]
  3     7 ms     7 ms     7 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.13
6]
  4     7 ms     6 ms     7 ms  xe-5-3-0.ptw-cr01.plus.net [212.159.0.108]
  5   186 ms    24 ms    21 ms  te-3-4.car5.London1.Level3.net [217.163.45.181]

  6     7 ms     7 ms     7 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

  7     7 ms     7 ms     7 ms  ae-227-3603.edge3.London1.Level3.net [4.69.166.1
54]
  8     7 ms     7 ms     8 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.26]
  9     7 ms     8 ms     7 ms  195.2.30.61
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.

Serial number 40124160652

[Ben_H]

Hi 610,

Thanks for posting your details. The results for the traceroute, speeds and IP are all fine.

Your Sure Signal hasn't contacted our servers since 27 April, so I'm going to push a manual sync through now for you. To complete it, please:

• 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 come online in around 1 hour.

Cheers, Ben

[Fenboyinspain]

Hi Ben,

Do you have any updates on Sure Signal working with BT Infinity Hub 5. Mine stopped working yesterday. It's been reset by Vodafone but I don't hold out much hope. It just doesn't want to connect with the router. As such, even though I think I've 'port forwarded' I can't select the device to activate any changes.

Any other advice??

BTW, it worked fine for a month or so, since the Hub 5 was installed.

Cheers

Fenboyinspain

[Sukhi]

Hi Fenboyinspain

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

[Fenboyinspain]

Thanks Sukhi, just done that on a slightly different, but more relevent thread.

However, I've just swapped the ethernet leads over and the red light is now solid and the internet light is flashing white. It's a start!!

Thanks

Fenboyinspain

[610]

Good morning,

Ben, thank you for your help so far, it was working for a while after you did the manual resync, unfortunately it has stopped once more and has the same lights on as before.

Thanks

[Jenny]

Hi 610,

I’m sorry to see this has stopped working.

I re-synced this for you again today so please repeat the steps as before.

If this doesn’t fix the problem, or it stops working again after a few days please let us know the following:

-What lights are lit or flashing when in standby

-What lights are lit or flashing when you try to make a call

Thanks,

Jenny