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

[LeeJS]

Hi @willc01 

So we can take a closer look at this, let us know the serial number of your Sure Signal.

@andy1owe - Please try the Sure Signal via a different connection at another location and let us know how you get on.

Thanks,

Lee

[willc01]

Hi Lee,

Just logged into my Voda Account and my Sure Signal wasnt there as being registered, weird, so i have just re-registered it and have the text from them for confirmation.  My previous confirmation was on 14th Feb 14 when i brought it.  Is this something to do with your recent web upgrade.  Could it be this is why its not working ?

Serial number is 40133634531.

will give it a test now its regisitered and see how that goes

[willc01]

ok nothing has changed, i cvan hear them loud and clear and i sound like a dalek orthey cant hear me at all.

I have re-run the BT Wholesale checker and have the following:

Download  25.02

Uplooad     4.34

Ping           39.5

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

  1     2 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3   208 ms   214 ms   223 ms  ip-89-200-132-195.ov.easynet.net [89.200.132.195]
  4   228 ms   140 ms   161 ms  02780a9d.bb.sky.com [2.120.10.157]
  5   175 ms    64 ms    26 ms  85.205.0.93
  6     *        *        *     Request timed out.
  7     *       

Ran again

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  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3   153 ms   197 ms   151 ms  ip-89-200-132-195.ov.easynet.net [89.200.132.195]
  4   169 ms   103 ms    24 ms  02780a9d.bb.sky.com [2.120.10.157]
  5   106 ms    44 ms    41 ms  85.205.0.93
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.

and once more just in case

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  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3   105 ms   182 ms   414 ms  ip-89-200-132-195.ov.easynet.net [89.200.132.195
]
  4   298 ms   194 ms   193 ms  02780a9d.bb.sky.com [2.120.10.157]
  5   172 ms   175 ms   140 ms  85.205.0.93
  6     *        *        *     Request timed out.

[Retired-Sarah]

Hi @willc01 

The Sure Signals last connection date is showing on 14 February at 17:20.

Looking at your trace route, there’s a few delays which you’ll need to contact your internet service provider (ISP) for further help.

Thanks,

Sarah 

[willc01]

Hi Sarah, sorry not trying to sound rue but your reply isnt helpful.   i have no idea what youre talking about, i just followed some instructions to provide detail that you seem to ask for on here, what do i need help on?

Its like asking me to diagnose why a car doesnt start.  It hasnet been on since 14th because it stops our phones from working.

I really need a plain english answer fior idiots.

[Retired-Rodney]

Hi @willc01,

Please contact your Internet service provider and ensure the following ports are open;

Ports to be opened for forwarding

• 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)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191                                                                       

Once the above steps have been followed please perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Thanks,

Rodney 

[willc01]

having some problems with my V3 Suresignal, it is going from this

 

to this

 then ran BT wholesale Speed test

Then ran the trace route you suggested.  Starting to get fed up with the suresignal and beginning to think its a waste of money.

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  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    25 ms    30 ms    30 ms  ip-89-200-132-195.ov.easynet.net [89.200.132.195
]
  4    29 ms    23 ms    24 ms  02780a9d.bb.sky.com [2.120.10.157]
  5    26 ms    25 ms    39 ms  85.205.0.93
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.

Any help is appreciated

[andy1owe]

Lee I'll try but I think the device is just fried. Only the red light is on so its not attempting to connect to the network.
My router no longer can see it as a connected device. I've tried a different Ethernet cable to see if that was damaged too.

[Retired-Matt_B]

Hi @andy1owe,

If the Sure Signal is less than two years old, please arrange a repair.

If it's older than this, you'll need to purchase a new one. You can do this by calling 191.

Thanks,

Matt

[Andyrhys]

Hi

I currently have the red light solid, internet light flashing slowly(white) and no other lights on.


See below...

Speed test
Download - 10.87
Upload - 1.01 Mbps
Ping - 23ms
Ping test
ping - 16ms
jitter - 1ms
External IP address:
80.189.80.78
Sure signal serial number: 42150794826
　
　
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Andy>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 dsldevice.lan [192.168.1.254]
2 14 ms 14 ms 12 ms lo0.10.central10.pcl-bng03.plus.net [195.166.130
.164]
3 14 ms 13 ms 11 ms irb.10.PCL-CR01.plus.net [84.93.249.81]
4 13 ms 58 ms 12 ms ae1.ptw-cr01.plus.net [195.166.129.0]
5 13 ms 15 ms 15 ms ldngw1.arcor-ip.net [195.66.224.209]
6 14 ms 14 ms 12 ms 85.205.0.93
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.
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\Andy>tracert 212.183.133.177