SureSignal Power Light on - Internet Light flashing

[emuthebrave]

My Sure Signal was been working for last 9 months (albeit restarting itself several times a day when I'm in the middle of a call!), but for last couple of days the Red Power Light is showing on, with the Internet Light flashing 10 times or so, then going off for a minute or so, then starting to flash again.

Earlier today I pressed the reset button for 10 seconds, but the same symptoms persist.

Serial number 40131546604 , showing as registered and active on the Dashboard.

[Retired-Simon]

Hi emuthebrave,

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,

Simon

[KrisClayton]

Hi there,

I've had the complete same problem as emuthebrave, although my internet light just flashes continuously, doesn't stop for 10 secs.

I've tried all the different reset ways the forums has all suggested, but nothing has worked.

Its a version 2, model number: 40110724982

I'm guessing you're going to want me to run all the different tests? Can all the links be used by Mac's also?

Thanks

Kris

[NAW5189]

Hi

Experiencing the same problem. System light been continously flashing for past 2 days. Tried switching off at mains, resetting etc to no avail, system light continues to flash. Grateful if you can advise

PING 25ms

Download speed 3.55 Mbps

Upload speed 0.93 Mbps

IP address 31.52.229.18

Seria number 40120556994

Traceroute results

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\USER>tracert 212.183.133.177

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

  1     3 ms     1 ms     1 ms  BThomehub.home [192.168.1.254
  2    14 ms    10 ms    11 ms  217.32.141.41
  3   329 ms    10 ms    10 ms  217.32.141.94
  4    33 ms    13 ms    14 ms  217.32.141.234
  5    15 ms    13 ms    13 ms  31.55.164.221
  6    16 ms    13 ms    13 ms  31.55.164.109
  7    14 ms    13 ms    13 ms  acc2-10GigE-0-5-0-5.bm.21cn-i
248.226]
  8    22 ms    21 ms    20 ms  core1-te0-15-0-16.ilford.ukco
248.168]
  9    22 ms    18 ms    18 ms  peer1-xe4-1-0.telehouse.ukcor
93.152]
 10    20 ms    18 ms    20 ms  lndgw2.arcor-ip.net [195.66.2
 11    21 ms    18 ms    19 ms  85.205.0.93
 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.

Regards

[Rover]

Dont know why the forum tech people are still asking you to go through a diagnostic. According to vodafone tech phone line the system is down due to an outage.

[emuthebrave]

Speed test results

Date: 29/09/2014

Time: 09:58 AM PDT

Download: 19.23 Mb/s

Upload: 1.92 Mb/s

Ping: 8ms

Grade: C

Server: Bromley (<50 mile)

Ping test results

Date: 29/09/2014

Time: 05:00 PM GMT

Line quality: A

MOS: 4.39

Ping: 25ms

Jitter: 5ms

Packet Loss: 0%

Server: Coventry

ISP: Virgin Media

Distance ~1--mi

External IP address: 80.1.137.130 (IPV6 Address is ffff:5001:8982)

Traceroute.

C:\Users\IBM_ADMIN>tracert 212.183.133.177

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

1 * * * Request timed out.

2 16 ms 18 ms 10 ms bmly-core-2a-ae6-611.network.virginmedia.net [80.1.225.113]

3 14 ms 14 ms 17 ms popl-bb-1c-ae3-0.network.virginmedia.net [213.105.159.225]

4 40 ms 14 ms 20 ms popl-bb-2a-ae3-0.network.virginmedia.net [62.254.42.93]

5 13 ms 16 ms 16 ms nrth-bb-2a-ae0-0.network.virginmedia.net [62.254.42.69]

6 14 ms 14 ms 17 ms nrth-bb-1b-ae0-0.network.virginmedia.net [62.254.42.130]

7 78 ms 15 ms 21 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]

8 18 ms 18 ms 24 ms ldngw1.arcor-ip.net [195.66.224.209]

9 19 ms 22 ms 17 ms 85.205.0.86

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.  

Sure Signal serial number: 40131546604

[Sukhi]

Hi KrisClayton,

If you could follow the steps Simon provided above we'll take a closer look at this for you.

NAW5189 - Was the Sure Signal working ok previously? It does sound like you're being affected by the issue here.

emuthebrave - You Sure Signal has not connected with our servers. Please make sure all the correct ports are open here.

Thanks,

Sukhi

[emuthebrave]

I will open the ports, if necessary, but have a few questions:

1. I have not changed the configuration of my Virgin Media Super Hub router - if it was working before without the ports being open, why do I now have to add them?
2. It seems from the PortForward.com web site that I have to assign the SS device a static IP address before I can add the port forwarding rules for it. Again - I didn't need a static address previously, so why now?
3. How do I know what the mac address of the sure signal is, in order to set up the static ip address?

Regards

[Ben_H]

Hi folks,

@NAW5189 - We'll post updates as they're made available in the link Sukhi provided.

@emuthebrave - Sure Signal requires a static IP to work effectively.

If your ISP has changed your IP setup or internet services, you may need to set up port forwarding. They can discuss their reasons behind any changes with you.

The MAC address can be found on the sticker attached to your Sure Signal.

Thanks,

Ben

[emuthebrave]

Hi Ben

I've now assigned a static IP address and opened the ports, which I check using a tool from the PortForward site, and have reset my SureSignal. The same symptoms persist - how long do I need to wait until I can expect it to start working?