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Solution

Sure signal no longer working. Red light on internet light flashes rapidly then has a long pause

adamias
2: Seeker
2: Seeker

My sure signal was working fine until a few days ago. I have already unplugged and reset the device along with checked my firewall incase it has reset however it has the same settings as when it was working before.

 

My Setup when working (been working for at least 2 months)

- Sure signal plugged in up stairs 

- Sure signal ethernet connected to a powerline network adapter (supports wifi)

- Powerline network adapter connected to router downstairs

 

My Setup when not working 

- Same as above

 

 

Speed test:: 94 Mbps (http://www.speedtest.net/my-result/3116656055)
Ping test: 21ms ([URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/89562733.png[/IMG][/URL])
External IP address: 81.96.205.60
Your Sure Signal serial number: 40132203908

Traceroute from router

traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 64 byte packets
01 81.96.205.1 <20.001ms <80.001ms <30.000ms
02 213.105.225.61 <0.000ms <10.000ms <10.000ms
03 62.253.175.130 <100.002ms <70.001ms <20.000ms
04 * * *
05 212.250.15.210 <10.000ms <20.000ms <20.001ms
06 195.66.224.124 <20.000ms <20.000ms <40.001ms
07 85.205.116.14 <20.000ms <20.001ms <20.000ms
08 * * *
09 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * *

29 REPLIES 29

Retired-Kay
Moderator (Retired)
Moderator (Retired)

Hi adamias, 

 

Your Sure Signal has updated on our servers this morning, can you confirm if it is working? 

 

I'll do a resync for you, please do another reset to compete the process;

 

-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.

 

Thanks, 

 

Kay

adamias
2: Seeker
2: Seeker
The device shows it is now connected again however I will have to restart my phone to see whether I can make and receive calls again. Why is this happening? Will it keep happening? If it keeps happening how can I send it back for a refund?

Retired-Andy
Moderator (Retired)
Moderator (Retired)

Hi adamias,

 

That’s great news, thanks for the update.

 

A Sure Signal may need resyncing for a number of reasons. These include:-

 

  • Maintenance performed by your Internet Service Provider (ISP)
  • A firmware update pushed out by your ISP, or updates done by yourself
  • Power cuts
  • A new IP range being introduced

 

We can’t say whether it’ll keep happening, this is dependent on several factors including those listed above.

 

You’ll only be able to return the Sure Signal for a refund if you’re still within your first 7 days of ownership.

 

Thanks,

 

Andrew

 

adamias
2: Seeker
2: Seeker
Is there a way that I can resync the device instead of posting here?

Retired-Dave
Moderator (Retired)
Moderator (Retired)

Hi adamias,

 

You'd need to contact us to resync the sure signal.

 

On the plus side, it means we can check for any other issues when we do it.

 

Dave

jonty1625
2: Seeker
2: Seeker
Well after trying numerous resets, changing my router and being patient throughout the festive period I am really starting to lose my rag with this. I had got to the stage where I could get 4-5 days of constant use.. However then the same issues raises it's head - as soon as it does I instantly do a speed test and trace on my BB and get around 120mb dl and 11mb ul. Resetting the SureSignal fixes the problem for another few days and then I have to repeat the reset process once I notice the signal drop.

Not acceptable.

Hi jonty1625,

 

Everything looks fine with the registration and this type of issue could be caused by a port not being open on your router.

 

Can you confirm that all of the ports listed here are open?

 

Also, who is your internet provider?

 

James

My internet provider is Virgin Media, but I got through my own router and use their SuperHub only as a modem as it is pretty poor, that way I have full unabridged control over all my networking (I am a network engineer by trade) and all the relevant ports are open. I use the Asus RT-N66U wireless access point / router.

 

When it works - it works really well, it just doesn't work 24/7 for more than a few days.

Hi jonty1625, 

 

I need to check the software version your Sure Signal is running but the team I need to speak to have finished for the day. 

 

I'll check this and update you tomorrow. 

 

Thanks, 

 

Kay

DaveCD
Moderator (Retired)
Moderator (Retired)

Hi jonty1625

I have checked and can see that you were running an older version of software.

This has now been updated.

Please do not reset or switch off your Sure Signal for 24 hours.

Many Thanks

 

DaveCD