Not connecting

[stevedurban]

HI

Please can you telll me if there is a reason why my SureSignal refuses to connnect? We are using infinity and have good upload/download speeds

Vodafone Sure Signal Serial Number: 

40122927268

Light Sequence:

Power light on, 2 other lights flashing white

Speed Test:

Download - 35mbps Upload: 8mbps

IP Address:

81.133.135.242

Trace Route

C:\Users>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 BTBusinessHub.home [10.0.100.254]
2 10 ms 10 ms 10 ms host81-148-64-1.in-addr.btopenworld.com [81.148.64.1]
3 11 ms 11 ms 11 ms 213.120.178.141
4 11 ms 11 ms 10 ms 213.120.177.98
5 10 ms 10 ms 11 ms 217.41.168.189
6 11 ms 11 ms 11 ms 217.41.168.107
7 11 ms 11 ms 12 ms acc1-10GigE-0-2-0-6.l-far.21cn-ipp.bt.net [109.159.249.101]
8 11 ms 15 ms 15 ms core1-te0-7-0-7.faraday.ukcore.bt.net [109.159.249.23]
9 11 ms 11 ms 11 ms peer1-xe8-2-0.telehouse.ukcore.bt.net [213.121.193.129]
10 14 ms 14 ms 15 ms lndgw2.arcor-ip.net [195.66.224.124]
11 13 ms 13 ms 13 ms 85.205.116.6
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

Please can you help

Thanks

Steve

[Retired-Kay]

Hi stevedurban, 

Your traceroute and speeds and fine. Your IP address is also on the whitelist so that's not causing an issue. 

Your Sure Signal hasn't connected to our servers since November so I've done a resync for you. Please do a reset to complete this process;

For versions 1 and 2:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

For version 3:

-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.

Let us know how you get on, 

Kay

[stevedurban]

Hi

I have tried the reset as suggested but still no joy

Regards

Steve

[DaveCD]

Hi stevedurban

Do you have more than one Sure Signal at that address? If so are they connected to the same router?

I have checked and can see literally as I have been working on this, a reboot has been completed and has kicked the device into life, please can you tell me what it is you're seeing.

DaveCD