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Solution

Sure signal just red light

Philpitt
2: Seeker
2: Seeker
Only the red light showing. Must have reset it over 50 times and rang Vodafone for them to also reset it. Beyond a joke now and been playing up over a month.
5 REPLIES 5

Retired-Lee
Moderator (Retired)
Moderator (Retired)

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

LeeH

Philpitt
2: Seeker
2: Seeker

IP Address: 176.248.76.245

Ping Test: 37ms, Jitter 14ms

Speed Test: Download 4.33mbps, Upload 0.68mbps

 

Sure Signal Serial No: 40114507763

 

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Phil>tracert 212.183.133.177

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

  1    14 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    31 ms    31 ms    30 ms  ip-89-200-132-110.ov.easynet.net [89.200.132.110
]
  4    30 ms    28 ms    31 ms  te0-6-0-0.er11.thlon.ov.easynet.net [89.200.135.
39]
  5    28 ms    29 ms    28 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  6    36 ms    34 ms    35 ms  AMDGW1.arcor-ip.net [195.69.145.123]
  7    53 ms    45 ms    46 ms  188.111.129.25
  8    56 ms    56 ms    56 ms  85.205.116.6
  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.

 

Hi Philpitt,

 

The solid power light you’re seeing shows that the Sure Signal is powered on and there are no hardware faults with it.

 

Everything looks fine with your upload and download speeds and ping test. Your IP is on our whitelist so no problems there either.

 

Your traceroute is fine and although there is a timeout at Hop 2, the connection still reaches our servers.

 

Do you have any other devices using the connection at the same time as the Sure Signal? If you do, and this takes the available upload speed below 0.3Mbps, then the Sure Signal won’t be able to maintain a connection to our servers and the service will drop.

 

I’ve checked your serial number and can see it last connected to our servers at 22:04 on 1 August.

 

To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal for you.

 

To make sure it completes, can you do a factory reset for me:-

 

  • Find the button on the base of the unit 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 one hour

 

If this doesn’t solve things for you, are you able to try the unit on a different internet connection? If the Sure Signal works there, it indicates that there’s something in your current set up that’s preventing it from maintaining a stable connection to our servers.

 

If it doesn’t work in the other location, it may indicate that the unit is faulty and would need a repair.

 

Thanks,

 

Andrew

Philpitt
2: Seeker
2: Seeker
Someone please fix my sure signal.


IP Address: 176.248.76.245
Ping Test: 37ms, Jitter 14ms
Speed Test: Download 4.33mbps, Upload 0.68mbps

Sure Signal Serial No: 40114507763

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Phil>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 14 ms 1 ms 1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 31 ms 31 ms 30 ms ip-89-200-132-110.ov.easynet.net [89.200.132.110
]
4 30 ms 28 ms 31 ms te0-6-0-0.er11.thlon.ov.easynet.net [89.200.135.
39]
5 28 ms 29 ms 28 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
6 36 ms 34 ms 35 ms AMDGW1.arcor-ip.net [195.69.145.123]
7 53 ms 45 ms 46 ms 188.111.129.25
8 56 ms 56 ms 56 ms 85.205.116.6
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.

Philpitt
2: Seeker
2: Seeker
Despite resetting countless times and contacting Vodafone it is still not working. Just the red light is on. All tests done and results below.


IP Address: 176.248.76.245
Ping Test: 37ms, Jitter 14ms
Speed Test: Download 4.33mbps, Upload 0.68mbps

Sure Signal Serial No: 40114507763

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Phil>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 14 ms 1 ms 1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 31 ms 31 ms 30 ms ip-89-200-132-110.ov.easynet.net [89.200.132.110
]
4 30 ms 28 ms 31 ms te0-6-0-0.er11.thlon.ov.easynet.net [89.200.135.
39]
5 28 ms 29 ms 28 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
6 36 ms 34 ms 35 ms AMDGW1.arcor-ip.net [195.69.145.123]
7 53 ms 45 ms 46 ms 188.111.129.25
8 56 ms 56 ms 56 ms 85.205.116.6
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.