Change of ISP and SureSignal is not working

[cognetic]

Hi,

We've been using our SureSignal for 2 years with our BT broadband service. We've recently changed to Demon Internet and now the SS box doesn't work.

I've made several support calls to Vodafone but the operators I speak to go through a script and have asked me to reset the unit several times.

Now top three lights on the box are flashing one at a time (power, @ and phone symbols). I have checked the ports on the router and can confirm the correct ones are open.

This unit is critical to our business as we have 5 users and zero mobile phone coverage in the area - please help!

The serial number is 21230527455.

Trace route below:

C:\Users\Paul>tracert 212.183.133.177

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

1 <1 ms <1 ms <1 ms 192.168.1.1
2 103 ms 101 ms 105 ms 194.159.169.245
3 99 ms 63 ms 32 ms anchor-access-3-s2020.router.demon.net [194.217.
23.77]
4 33 ms 32 ms 31 ms gi7-0-0-dar4.lah.uk.cw.net [194.159.161.94]
5 33 ms 33 ms 32 ms xe-11-1-0-xur1.lns.uk.cw.net [193.195.25.34]
6 89 ms 94 ms 92 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
7 32 ms 32 ms 35 ms ae0-xcr1.lnt.cw.net [195.2.30.6]
8 78 ms 48 ms 75 ms vodafone-gw1.cw.net [195.59.77.26]
9 46 ms 46 ms 46 ms 85.205.116.14
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.

[Sukhi]

Hi cognetic

When you change ISP, this will affect your IP address and can prevent the Sure Signal from working correctly. To make sure it’s up-to-date, I’ve just resynced it for you. Can you factory re-set to complete the process?

• Press the button on the foot of the device by the Ethernet sockets
• Hold it in for approximately 30 seconds
• When the lights come back on, release the button
• The Sure Signal will come online in around 1 hour

Let me know how you go on.

Thanks

Sukhi

[cognetic]

Dear Sukhi,

Thank you for your reply. I have called the support number previuosly and gone through this 3 times and have also been told that it has been resynched.

I suppose it must be a local problem as opposed to an issue with the Sure Signal itself (as the problem only started when the ISP and IP address was changed), however I have checked and double checked the port settings on the router and am sure they are correct.

Each time the reset is carried out, the unit goes into the same mode, flashing the top three lights and stays like that forever.

Is there more diagnostics information available? Does the traceoute test give any more information? Is it posisble to see a list of error codes associated with the flashing lights?

Paul

[Sukhi]

Hi cognetic

Thanks for getting back to us. The Traceroute looks normal to me.

The only other thing I can suggest is testing it at a different location altogether this will let us know if the issue lies with the Sure Signal.

Sukhi

[cognetic]

Hi,

I'm going to try one more thing before I move it to another location.

I've carried out a factory reset of our router and put all the port mappings in again.

Please could you carry out another resynch for me?

Paul

[Retired-Andy]

Hi Paul,

I’ve checked your serial number and can see that a location profile update and a location change have been detected.

This will be related to the change of ISP.

I’ve updated the system to remove the message and also resynced the unit.

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour
• When the Sure Signal is back online, re-insert the Ethernet cable.

Let me know how you go on.

Thanks,

Andrew