Flashing Red light constant orange user light

[metcalfes]

Hello,

Sure signal worked out of the box, setup all fine, worked well for a week and then stopped working all of a sudden.

Sure Signal model: 9361 Home Cell p3.0

Router: Talk Talk Super Router HG635

Steps I have completed. Waited over 24 hours. No signs of planned maintenance. Checked it is still registered. Checked the physical connection have the lights (1 solid, 1 flashing), Tried a different cable just incase. Rebotted and factory reset router.

I noticed that my router does not seem to show the device as connected to the network. So I tried adding it with its mac address. Added all the ports listed for port forwarding. Still no luck.

Dont think I can change MTU on my router?

Speed test: 72 mbps download / 19.24 upload

Ping test: 10ms / jitter 1ms

Current external IP: 92.27.131.184

Sure signal serial: 42153633187

Traceroute: 

tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 2 ms 1 ms 192.168.1.1
2 6 ms 6 ms 6 ms host-62-24-254-28.as13285.net [62.24.254.28]
3 7 ms 7 ms 6 ms host-78-151-225-209.static.as13285.net [78.151.225.209]
4 8 ms 7 ms 7 ms host-78-151-234-74.as13285.net [78.151.234.74]
5 11 ms 33 ms 8 ms host-78-144-11-193.as13285.net [78.144.11.193]
6 8 ms 9 ms 8 ms host-78-144-10-54.as13285.net [78.144.10.54]
7 14 ms 14 ms 13 ms host-78-144-11-233.as13285.net [78.144.11.233]
8 17 ms 15 ms 14 ms AMDGW1.arcor-ip.net [80.249.209.123]
9 36 ms 37 ms 35 ms 85.205.0.93
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.
etc etc.

Appreciate your help.

[metcalfes]

Thanks for the reset but, nothing has changed. I have done some more restarts recently and today I had a sign of hope. The globe was flashing and showed up on router as a connected device with an assigned IP address, but quickly went back to flashing orange.

What options do I have?

[Mark]

@metcalfes

This may be a faulty Ethernet cable causing a break in the connection. Connect the Sure Signal using a different ethernet cable.

If the cable isn’t faulty we’ll need to refresh the connection between your Router and your Sure Signal. Power it down and remove from your router, power down your router and leave this switched off for 10 minutes. Restart your router, once it’s reconnected to the internet reconnect and restart your Sure Signal.

If this doesn’t resolve your issue try connecting the Sure Signal in a different location. Once you’ve gained a connection try it at home again.

If you’re still unable to connect when you’ve done this please contact us and we’ll look further into this for you.

[metcalfes]

Hello Mark,

Finally managed to get this to another address where I could give it time to reset and change the settings on my account to register at that address, but still nothing.

Can you let me know what my options are.

Thanks

[DaveCD]

@metcalfes

So that we can look into this further, see the private message I've sent for how to get in touch.

[khanja]

Check out my latest post - there is a major outage the techs on this forum are not making us aware of phone the customer services team dont bother trying to get answers here WOT 

[roncee]

Having identical problems, tech support no help. Tried mutiple resets etc.
What a faff after many months of good service