Loss of connection with Sure Signal ver1

[mplenderleith]

After over three years of usually trouble free use returned from holiday, switched router and Sure Start back on. Nothing! No recent changes to hardware or software.
Could you check if my unit is connecting up to your servers?
Ser No 21231983368
postcode LA8 0BW
Already tried several hard reboots and waited!
If there is a connection and I'm running old firmware could you patch the unit with the newest firmware?
Many thanks

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[mplenderleith]

Matt

Hope the following helps!

Speed - Down 1.44Mbps Up 0.37Mbps

Ping - 56ms

Ext IP address - 82.69.81.98

C:\Users\Mark>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  192.168.1.10
  2    46 ms    45 ms    46 ms  losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]

  3    46 ms    45 ms    45 ms  no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]
  4    46 ms    46 ms    45 ms  ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]
  5    54 ms    53 ms    61 ms  ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
  6    57 ms    56 ms   122 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    54 ms    54 ms    54 ms  85.205.0.93
  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\Mark>

[Retired-Ian_]

Hi mplenderleith,

I've asked for the latest firmware to be pushed out.

Please do not power off or reset the Sure Signal for 24 hours.

Once this time has passed, please reset the Sure Signal and phone to complete the process.

To reset the Sure Signal:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

Thanks,

Ian