Another Sure Signal that has stopped working

[leecresswell]

I invested in a Sure Signal V3 and this was working perfectly until sometime near the end of June. Vodafone replaced the unit under warranty, but I am still suffering from the same problem.

The red power light is flashing constantly and the other lights are solid orange.

As we're using a fibre ISP the results from speedtest.net are very good, i.e. 90+ Mbps both download and upload. The ISP is a local provider but uses a backhaul provided by Virgin Media. Internet service is faultess. As the ISP is local I have a direct connection to their sysadmin (unlike VF) and they assure me that no changes have been made to their infrastructure over the time period in question.

My external IP address is 185.111.224.49 and the serial number of the Sure Signal is 42151145374.

The output from tracert is suspicious and could help point to the problem:

C:\>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms <1 ms <1 ms router.domain_not_set.invalid [192.168.1.254]
2 11 ms 4 ms 1 ms 185.111.224.1
3 1 ms <1 ms <1 ms 193.26-253-62.static.virginmediabusiness.co.uk [62.253.26.193]
4 12 ms 8 ms 20 ms nrth-lam-3-tenge74-437.network.virginmedia.net [62.254.142.255]
5 15 ms 8 ms 11 ms nrth-core-2b-xe-110-0.network.virginmedia.net [213.106.255.169]
6 * * * Request timed out.
7 * * * Request timed out.
8 9 ms 8 ms 9 ms nrth-ic-1-ae1-0.network.virginmedia.net [62.254.42.218]
9 12 ms 10 ms 11 ms m674-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.162]
10 * * * Request timed out.
11 12 ms 12 ms 14 ms 84.116.135.46
12 12 ms 16 ms 12 ms 213.46.174.130
13 14 ms 10 ms 10 ms ae32-xcr1.lns.cw.net [195.2.24.126]
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.

C:\>

This is quite a frustrating problem given that the Sure Signal was working perfectly for an extended period. However, it is effectively a black box and there is no way to self-diagnose issues such as this.

Please help!

[Retired-EricChe]

@avbroadband

Thanks for getting in touch.

So that we can help, please can you let us know your IP range. We'll then be able to get them added to our whitelist.

[avbroadband]

Thanks @EricChester - the range in question is 185.111.224.0 - 185.111.227.255

Many thanks.

[Retired-EricChe]

@avbroadband

I've just requested the IP range is added onto our whitelist. 

This can take upto 48 hours to be completed.

@leecresswell 

Glad to hear you're up and running now. If you need any further help, just let us know.

[leecresswell]

Hi @Charles. Adding my IP address to the whitelist seems to have fixed the problem. Many thanks for your help with this - it's much appreciated.

[avbroadband]

@EricChester and @Charles. I can also confirm our other customers are also now able to use their Sure Signal. Thank you for your assistance.