my sure signal has just gone off help plz

[micknliz]

hi got up this morning and my sure signal box has just gone off been working perfect untill now can anyone help me plz my serial number is 40131559334

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\LIZ>tracert 212.183.133.177

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

  1     7 ms     3 ms     2 ms  SkyRouter.Home [192.168.0.1]   2    40 ms    41 ms    40 ms  027fef74.bb.sky.com [2.127.239.116]   3    51 ms    45 ms    43 ms  027fed62.bb.sky.com [2.127.237.98]   4    42 ms    44 ms    42 ms  5adfcf00.bb.sky.com [90.223.207.0]   5    50 ms    52 ms    51 ms  5adfcf00.bb.sky.com [90.223.207.0]   6    55 ms    50 ms    57 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]   7    60 ms    55 ms    63 ms  AMDGW1.arcor-ip.net [195.69.145.123]   8    70 ms    77 ms    70 ms  188.111.129.25   9    80 ms    77 ms    78 ms  85.205.116.6  10     *        *        *     Request timed out.  11     *        *        *     Request timed out.  12

[Retired-Kay]

Hi micknliz, 

When you say the box has gone off, can you give some more details? What colour lights are showing? 

Your Sure Signal last updated yesterday morning at 06:22am so I've performed a reysnc to see if this helps. You will also need to do a reset, you can find this information here. 

Thanks, 

Kay

[micknliz]

hi there is a permanent red light on and now and again the internet light comes on

[Retired-Andy]

Hi micknliz,

Thanks for coming back to us.

Is the internet light pulsing at regular intervals? If it is then the Sure Signal is currently being configured.

This can take up to six hours to complete and when it’s done so, you should see stable lights for the power, internet and service.

Let me know how you go on.

Thanks,

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[micknliz]

yes the internet light is pulsing on and off and the red light permenently on

[Retired-Andy]

Hi micknliz,

Thanks for getting back to me.

How long has the internet light been pulsing for?

If it’s only a few hours, leave it for now as the Sure Signal is still setting up.

If it’s over 6 hours, are you able to try the unit on a different internet connection (a family member or friend etc)?

Doing so would help us narrow down where the cause may lie.

Let me know how you go on.

Thanks,

Andrew

[micknliz]

this problem has been constant from yesterday morning and has been over 6 hours from you resinked it and still the same

there is no one tht i could try to see if any different sorry

hope can get it sorted as the area we live in we can not get a signal unless use the sure signal

[micknliz]

just to let you no got up this morning and every thing still the same pulsing internet light and peremanant red light

[Retired-Dave]

Hi micknliz,

There are a couple of other things we can check to see if they help see what's happened.

Firstly, check the Ethernet port on the Sure Signal where the box connects with your router. Are the lights there lit, flashing or off?

it's possible something changed with your service provider whch has caused this. Can you give us the information below?

 - Your speed test results from here.

 - Your ping test results from here.

 - Your external IP address from here.

This will help give us a better picture.

Dave

[micknliz]

hi just got in and still the same

the results you asked for are

speed test    download speed 1.08 mbps

                     upload speed     0.37 mbps

and ping test is

                       ping 64ms

                       jitter 4ms

and the IP address is  90.210.109.87

would it be advisable to look in to the router settings