Help! No sure signal, again

[evanowen]

This box is driving me nuts, should I buy a new one or will it just be money down the drain?

http://www.speedtest.net/result/2670701473.png

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/80399841.png[/IMG][/URL]

http://www.pingtest.net/result/80399841.png

SS S/N: 21197023142

External IP: 86.142.156.151

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Evan.John-PC.000> tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    23 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]

  2    46 ms    46 ms    46 ms  217.47.251.186

  3    46 ms    46 ms    45 ms  217.47.251.193

  4    46 ms    46 ms    47 ms  213.1.69.230

  5    47 ms    46 ms    47 ms  31.55.165.229

  6    46 ms    46 ms    46 ms  31.55.165.109

  7    47 ms    46 ms    46 ms  acc2.10GigE-7-2-0.mr.21cn-ipp.bt.net [109.159.25

0.224]

  8    53 ms    56 ms    55 ms  core1-te0-12-0-4.ilford.ukcore.bt.net [109.159.2

50.133]

  9    53 ms    53 ms    53 ms  host213-121-193-152.ukcore.bt.net [213.121.193.1

52]

 10    55 ms    55 ms    55 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 11    57 ms    57 ms    57 ms  85.205.116.2

 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.

C:\Users\Evan.John-PC.000>

[Retired-James]

Hi evanowen,

Thanks for your post.

I’ve taken a look at the details that you’ve given and can see that everything is fine and a connection was made a couple of days ago.

Due to this I have re-synced the Sure Signal for you today.

If this doesn’t resolve the issue, please can you also try a different Ethernet cable to see if you notice any difference?

James

[evanowen]

Thanks James

How long will that take to work?

Would there be any benefit from buying the latest version of SS?

[Retired-James]

Hi evanowen,

This will normally take about an hour to be update.

Because all of the Sure Signals use the same servers it will be the same on all versions.

James

[evanowen]

Still no signal for sure!

[evanowen]

Been on to BT as well, boy are they hard work.

No joy

[Ben_H]

Hi evanown,

Thanks for the updates. Can you confirm you tried an alternative Ethernet cable for me as James mentioned above? 

Cheers, Ben

[evanowen]

Yep, I have so many cables I could open a shop.

[evanowen]

Once again I have to give up on it and walk away before it comes back on after a day.

[Retired-Andy]

Hi evanowen,

Thanks for the information. Your Sure Signal connected to our servers yesterday at 00:17, are you still not getting a signal? To make sure your Sure Signal is as up to date as possible, I’ve just forced a resync of your device.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

If this doesn’t resolve your issue, can you then try your Sure Signal on a different internet connection (a friend, neighbour etc)? If the Sure Signal works there, it would indicate that there’s something in your current set up that may be preventing the Sure Signal from maintaining a stable connection to our servers.

If it doesn’t work, and you see the same error in the other location, it may be that the Sure Signal is faulty and would need to be sent for a repair. This would be a chargeable repair at £65 as your Sure Signal is no longer under manufacturer’s warranty. The alternative would be to purchase a new one at £100 from a Vodafone store.

Let me know how you go on.

Thanks

Andrew