sure signal not working - flashing power light, solid in use light

[rosyt]

The issue you’re experiencing:  Sure signal has not been working for a few weeks. This has happened before and it has started working again without hlep, but deosnn't seemt o be this time.

What light sequence you're seeing:    power light flashing, in use light on

Your speed test results from here.    ping: 51ms      download: 6.81      upload: 0.37

Your external IP address from here.     86.165.21.183

Your Sure Signal serial number:    42144714443

The results of a traceroute.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

1  api (192.168.1.254)  4.063 ms  1.118 ms  1.088 ms

2  217.32.0.186 (217.32.0.186)  34.644 ms  33.529 ms  34.018 ms

3  217.32.97.161 (217.32.97.161)  33.840 ms  34.228 ms  33.737 ms

4  213.1.69.186 (213.1.69.186)  43.622 ms  42.044 ms  42.393 ms

5  213.120.162.67 (213.120.162.67)  44.495 ms  47.402 ms  44.386 ms

6  31.55.165.107 (31.55.165.107)  41.719 ms  41.534 ms  41.407 ms

7  acc1-10gige-4-1-2.mr.21cn-ipp.bt.net (109.159.250.112)  44.594 ms  43.606 ms  43.141 ms

8  core1-te0-13-0-16.ealing.ukcore.bt.net (109.159.250.40)  49.546 ms  48.541 ms  51.915 ms

9  peer1-xe0-0-0.telehouse.ukcore.bt.net (109.159.254.96)  48.380 ms  48.231 ms  48.695 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  54.145 ms  55.474 ms  54.075 ms

11  85.205.0.86 (85.205.0.86)  52.967 ms  55.396 ms  53.199 ms

12  * * *

13  * * *

[Jenny]

@rosyt - Your speeds and traceroute look fine.

Your Sure Signal hasn’t connected to our servers since 11 December 2015 and the light sequence you’re seeing, indicates a connection issue between the Sure Signal and your router.

Please check the physical connection – if everything’s plugged in fine, you’ll need to try another Ethernet cable as that may need replacing.

[rosyt]

I've tried a different cabel (a new one) and still the lights are flashing. Please can you suggest anything else?

[Retired-Wayne]

@rosyt

I’d suggest trying your Sure Signal on a different internet connection.

This will rule out if there is a hardware issue with your device or not.

[rosyt]

I've now got a new router and broadband provider, have got that all set up and running, have reset and turned off and on the sure signal, but still the power light is flashing and the far right on is on.

Help please!

[Retired-Charles]

@rosyt - Please follow these steps to open port-forwarding on your new router:

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:

• 212.183.133.177
• 212.183.133.178
• 212.183.133.179
• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

[rosyt]

thanks, I have followed the link and had a look at all the options, but my router sagemcom 2704N is no covered, and the closest to it (2504N) has different options available so I am unable to continue. 

I have spoken to Plusnet and they have been helpful but do not support port forwarding, so I can't get any further help from them. 

Can you confirm whether I need a dynamic or static ip address also?

thanks

[Retired-Charles]

@rosyt - A static IP address is needed for the Sure Signal to work effectively.

[rosyt]

I have had the Sure Signal checked by a Telecoms Engineer, who has set up the Static Ip address plus Port Forwarding, but still no joy.

The real issue appears to be that the Sure Signal's ethernet port appears to not be working. Using a tested ethernet cable and a tested ethernet port on my router no connection or activity lights are lit on the ethernet port of the Sure Signal when the cable is plugged in. We would expect to see connection and activity lights on both the Sure Signal and the router if there was a good ethernet connection, however all lights are off.

I have tested the router ethernet port and the ethernet cable using a different device and they function perfectly.

I have tried both the supplied ethernet cable and a spare provided by the telecoms engineer. Both do not work.

[rosyt]

Help required, please see message above!