No 3G signal

[Offa]

Light 1, 2 and 4 are on, but light 3 (Picture of a mobile phone) is not lit and box isnt producing a 3G signal

We have tried restarting the box, and waiting for an hour also we have gone through the troubleshooting guide

Results of Pathping:

Results of speed checker:

External IP address:

81.134.145.38

Please help

[Retired-Andy]

Hi Offa,

Everything looks fine with your ping test and speed test.

Your IP address is on our whitelist, so no problems there either.

So I can dig a little deeper, can you provide the following please:-

Your Sure Signal serial number.

The results of a traceroute.

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.

Thanks,

Andrew

[Offa]

Hi Andrew, 

Here are the results of a Trace route:

and the serial number for the Sure Signal box is:

21197215631

Many Thanks

Rich

[Retired-Andy]

Hi Rich,

The traceroute is fine so no issues there.

Your serial number shows that a location move has been detected.

I’ve updated the system to remove this message and, to make sure it’s as up to date as possible, I’ve resynced the Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• 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

Let me know how you go on.

Cheers,

Andrew

[Offa]

Hi Andrew, 

I have performed the reset however the 3G light still does not appear after a few hours

I have tryed this multiple times just to be sure

Rich

[Retired-Dave]

Hi Offa,

Just in case this is down to the location change, can you try the following?

 - Change the postcode the Sure Signal is registered to.

 - Wait 30 minutes.

 - Change the postcode back to the correct one.

Can you also confirm if the lights by the Ethernet cable socket are lit, flashing or off for me?

Dave

[Offa]

Hi Dave, 

Sorry it took a while to get back to you,

I shall attempt this today and let you know

Many thanks

Rich