Help! Sure signal never works and Im not very technical....!

[Jomiles1957]

Can someone please help....
We had a sure signal v2 (I think!) and it stopped working a few weeks ago. Being very old we thought it was just faulty so we have bought a newer one (still v2) from eBay. However, when it came and we registered it then it didn't work either. We have the red light lit and the signal light is permantly on but the phone is never lit and thwfefore we never have a signal. We are quite rural so are reliant on this working! We have sky broadband and the sure signal serial number is 40122444306. I have tried numerous resets of both devices to no avail. Any advice would be greatly appreciated, I was once quite technical but not so much nowadays so please bear with me!! Thanks in advance, Jo 🙂

[Jomiles1957]

Please? Any advice?

[Retired-Kay]

Hi Jomiles1957,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks,

Kay

[Jomiles1957]

Hi! Thanks for your reply.

Here is the information you requested;

speedtest

ping 17ms

download speed 16.93mbps

upload speed 1.05mbps

Pingtest

line quality B*

ping 20ms

jitter 1ms

isp sky broadband 2.4/5

Ip address

5.66.103.203

ipv6 address is ::ffff:542:67cb

Traceroute

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Super Mum>tracert 212.183.133.177

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

  1     2 ms     2 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    18 ms    19 ms    19 ms  027808b6.bb.sky.com [2.120.8.182]
  4    46 ms    19 ms    37 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    18 ms    18 ms    18 ms  85.205.0.86
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 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.

[Ben_H]

Thanks Jo,

Most of your results all look healthy and I can see your Sure Signal contacted our servers last night just after 7:30pm. Has the light sequence changed since you posted originally?

I'm concerned to see your ping test failed on the second line. This points to an unstable connection with your ISP. Have you had a chance to speak to Sky? It's worthwhile getting them to confirm the Sure Signal has been allowed access following any recent changes they've made.

Cheers,

Ben

[Jomiles1957]

Hey Ben,

The light sequence is still the same.

After a very painfull conversation with someone from sky, they assure me that everything is fine their end and there have been no changes.

:smileysad:

[Retired-Ian_]

Hi @Jomiles1957 

Please can you try the Sure Signal at a different address, with a different ISP?

Thanks,

Ian