Lights: power - solid, internet - solid orange, service - solid white, use - flashing/solid)

[Retired-Lee]

This issue has the following symptoms:

• Power: Solid
• Internet: Solid Orange
• In Service: Solid White
• In Use: Flashing/Solid White

This light sequence indicates the Sure Signal is active but poor audio quality is received. This can be caused by poor upload and download speeds.

Troubleshooting

Please contact your Internet Service Provider (ISP) to ask if they can do anything to increase your speeds. It would be beneficial for you to take a few examples throughout the day to obtain an average speed to present to your ISP. You can obtain your speeds from the link below.

Speed test results can be obtained from here.

The results of a traceroute will also help.

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

Once you've spoken with your ISP and your speeds have sufficiently improved, if you're still seeing these symptoms, please post the information requested below:

• Your speed test results from here
• Your ping test results from here
• Your external IP address from here
• Your Sure Signal serial number
• The results of the traceroute (See above for instructions)

Thanks,

Jenny

[Retired-Ian_]

Hi davidobrian,

Thanks for the extra information.

I can see that your registered the Sure Signal as requested.

The last date the Sure Signal contacted our servers was 11/11/2013.

If possible can you try the Sure Signal via somebody else's internet connection?

Thanks

ian

[davidobrian]

Hi Ian,

         Thank you for your reply.

          What do you mean 'If possible can you try the Sure Signal via somebody else's internet connection?' do you mean de register and re register again on someone else's internet and computer?

David

[Sukhi]

Hi davidobrain

What Ian means is to take the device around to a friend’s house and plug it into their internet connection to see if it springs to life :).

Thanks

Sukhi

[davidobrian]

OK, so finally managed to find a friend that would allow me to plug my SS into his network and it works fine. So it must be something on my computer that is stopping it from working.

I don't know if it is significant, but one of your colleagues said that the last time my SS logged on to the system from my post code was the latter part of last year - that was just about the time I switched my land line and broad band provider to Sky. I have contacted Sky to ask if they know if they have some fire wall that would stop my SS from logging on and they said no. In fact they were most unhelpful and said that i should be talking to you!!!!!!

Any more help would be most grateful as I am getting desperate now as I work from home and for some reason my vodafone signal is getting worse.

[Retired-Andy]

Hi davidobrian,

Thanks for the update; it does narrow down where the issue may lie.

If you’ve changed broadband provider, check to make sure the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Also, make sure the following IP addresses are allowed:-

212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

When you’ve done this, reset your Sure Signal:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Let me know how you get on.

Cheers,

Andy

[davidobrian]

Thanks Andy,

       But I'm afraid you are going to have to talk me though how check the ports and IP addresses, I have a very basic computer knowledge.

       I don't know if it is relevant, but I am working in Windows 8.1?

       Thanks in advance.

[Retired-Dave]

Hi davidobrian,

We don't have instructions for updating specific routers.

You'd need to look through any manual you got with yours or contact the manufacturer. 

Their websites are often a good place to check as well.

Dave

[andy1owe]

My SureSignal V3 has stopped working, tried restarting it by holding down the reset as powering off and on several times. The Red light is on solid but NONE of the other 3 indicator lights are coming on at all any more.

Trace route fails to find 21.183.133.177 after 60 hops... see below. Ideas??!

Mac-mini:~ Andy$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  router.asus.com (192.168.1.1)  3.418 ms  0.631 ms  0.569 ms

 2  * * *

 3  * * *

 4  217.41.216.77 (217.41.216.77)  9.174 ms  78.831 ms  11.080 ms

 5  host109-159-245-138.range109-159.btcentralplus.com (109.159.245.138)  6.611 ms  6.612 ms  6.590 ms

 6  31.55.165.199 (31.55.165.199)  6.554 ms  6.578 ms  6.645 ms

 7  31.55.165.109 (31.55.165.109)  6.589 ms  7.196 ms  6.930 ms

 8  acc2-xe-4-1-3.mr.21cn-ipp.bt.net (109.159.250.242)  6.560 ms

    acc2-xe-4-2-2.mr.21cn-ipp.bt.net (109.159.250.244)  6.329 ms

    acc2-10gige-0-3-0.mr.21cn-ipp.bt.net (109.159.250.210)  6.375 ms

 9  core2-te0-0-0-17.ealing.ukcore.bt.net (109.159.250.158)  14.577 ms

    core2-te0-13-0-15.ealing.ukcore.bt.net (109.159.250.162)  16.377 ms  14.906 ms

10  peer1-xe3-2-0.telehouse.ukcore.bt.net (109.159.254.205)  13.875 ms

    peer1-xe3-1-0.telehouse.ukcore.bt.net (109.159.254.213)  16.922 ms

    peer1-xe0-1-0.telehouse.ukcore.bt.net (109.159.254.132)  12.297 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  16.331 ms  18.390 ms  15.771 ms

12  85.205.0.86 (85.205.0.86)  17.992 ms  17.083 ms  17.449 ms

13  * * *

14  * * *

[DaveCD]

@andy1owe 

Please provide the Sure Signal serial number and we'll take a look from this end.

DaveCD

[andy1owe]

Serial number is 40133806196