not working

[Paulhbromley]

red power light on steady, Internet light flashing white

using BT home hub 3

ditched home hub 3 because of issues raised on the forum

installed ASUS dark night router (all working fine)

put sure signal in DMZ

swapped CATV cable

Power light on steady Internet light flashing white

SS serial number 40131962819 showing as registered on my account

so whats up with the SS

[Retired-Andy]

Hi Paulhbromley,

The light sequence you’re seeing shows that the Sure Signal is going through the setup process.

This can take up to 6 hours to complete and if interrupted, will start from scratch again.

If it’s already been 6 hours and you’re still seeing the same lights, make sure the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

If this doesn’t help, we’ll need more information from you.

Can you provide the following please:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

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.

Cheers,

Andy

[Paulhbromley]

As I said SS is in the DMZ so no ports need opening

All speed tests fine

 latency fine

Public ip is dynamic currently 81.155.154.209

Traceroute results attached

[Ben_H]

Hi Paulhbromley,

A static IP address is not essential, but when a dynamic IP changes it may leave the Sure Signal needing a resync and reset to pick everything up. 

Are you able to assign a fixed IP through your ISP or router? 

Cheers, Ben

[Paulhbromley]

Nope dynamic or bust

Anyway its now flashing red with a stedy orange mobile phone

Whats that mean?

[DaveCD]

Hi Paulhbromley

The diagnostics for these symptoms can be found here.

Would it be possible to try a different Ethernet cable, or different connection such as a friend or family members?

DaveCD

[Paulhbromley]

This time

the power light is on steady

The internet light is steady white

The system light is steady white

The user light is off

Ive done all the tests so dont ask me to do any more

CAN I GET MY MONEY BACK

[Retired-Dave]

Hi Paulhbromley,

The Sure Signal shows as connecting a few hours after your post. Is it working now?

If not, what happened when you tried the Sure Signal on an alternate internet connection? Did you get the same result?

Resetting the Sure Signal to resync it with our servers can also help. Just follow these steps:

For Sure Signal version 1 or 2:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

For Sure Signal version 3:

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave

[Paulhbromley]

worked for a couple of days a few weeks ago but  not now

done all of the recommended testing even transferred the ownership to my son then back again

still not working

changed the router 

tried other ADSL

done the ping, traceroute etc etc

its a pile of unreliable rubbish

Ive already lost two contracts because of missed calls

and other than telling me to press the reset button and leave it for a day

you tech guys have no idea your all repeating the same test over and over

none of you have said definitively what is wrong or offered to have it replace

SURE SIGNAL don't think so..

[Ben_H]

Hi Paulhbromley,

I'm sorry you feel this way. You can arrange a repair for your Sure Signal at any time in store or on 191. For more details on how to raise a repair, please visit this page.

Our team are here to help where possible before a repair is raised, just in case it's not a problem with the unit. We'd just need fresh details from using the Sure Signal Troubleshooting thread, in case anything has changed in the meantime. 

Many thanks, Ben