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Please help! Flashing power light, amber internet light and service and user lights off. PLUSNET

EmilyElizabeth
2: Seeker
2: Seeker

‎04-08-2014 11:46 AM - edited ‎04-08-2014 11:52 AM

Hello, 


We have been having many problems regarding our sure signal - it doesn't connect and we are without signal in our house which is really getting to be a huge issue!

We have done the usual things, on the advice of ringing Vodafone - so reset it, left it unconnected over night etc, so now we are thinking something is wrong with our connection:

I have looked at the forum and run the following tests:

Jitter: 1ms
Ping: 25 ms
Download Speed: 2.92 MBPS
Upload: 0.39 MBPS

IP: 81.174.159.2
Serial No: 40132744372

Here are the results of the traceroute:

 traceroute 212.183.133.177

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

 1  192.168.1.1 (192.168.1.1)  7.002 ms  2.157 ms  2.271 ms

 2  lo0-central10.ptn-ag03.plus.net (195.166.128.192)  25.646 ms  21.430 ms  21.867 ms

 3  link-b-central10.ptn-gw02.plus.net (212.159.2.138)  21.666 ms  22.258 ms  20.723 ms

 4  xe-5-3-0.ptw-cr02.plus.net (212.159.0.110)  21.546 ms  21.168 ms  20.732 ms

 5  ae1.pcl-cr02.plus.net (195.166.129.3)  21.702 ms  45.561 ms

    ae2.ptw-cr01.plus.net (195.166.129.4)  21.801 ms

 6  te-3-4.car5.london1.level3.net (217.163.45.181)  20.705 ms

    te-4-2.car5.london1.level3.net (217.163.45.249)  21.649 ms  33.361 ms

 7  ae-52-52.csw2.london1.level3.net (4.69.139.120)  22.213 ms

    xe-11-1-0.edge3.london2.level3.net (212.187.201.209)  21.762 ms

    ae-52-52.csw2.london1.level3.net (4.69.139.120)  21.231 ms

 8  vl-3101-ve-127.ebr1.london2.level3.net (4.69.202.169)  21.541 ms

    ae-226-3602.edge3.london1.level3.net (4.69.166.150)  20.885 ms  21.085 ms

 9  ae-48-48.ebr1.london15.level3.net (4.69.159.78)  21.659 ms

    195.50.118.230 (195.50.118.230)  23.670 ms

    cable-wirel.edge3.london1.level3.net (195.50.124.138)  21.115 ms

10  ae22-xcr1.lns.cw.net (195.2.30.61)  22.325 ms

    ae-44-44.ebr1.london1.level3.net (4.69.167.30)  20.184 ms

    ae22-xcr1.lns.cw.net (195.2.30.61)  22.190 ms

11  * ae-57-112.csw1.london1.level3.net (4.69.153.118)  25.586 ms

    ae-56-111.csw1.london1.level3.net (4.69.153.114)  21.601 ms

12  * ae-117-3503.edge3.london1.level3.net (4.69.166.138)  23.041 ms  22.704 ms

13  * cable-wirel.edge3.london1.level3.net (195.50.124.26)  23.056 ms



I am really at my wits end here, after trawling through many threads trying to find an answer I am more lost than ever. Could anyone please help me?!

Many thanks

0 Thanks
4 REPLIES 4

EmilyElizabeth
2: Seeker
2: Seeker

‎04-08-2014 11:53 AM

Hello, 


We have been having many problems regarding our sure signal - it doesn't connect and we are without signal in our house which is really getting to be a huge issue!

We have done the usual things, on the advice of ringing Vodafone - so reset it, left it unconnected over night etc, so now we are thinking something is wrong with our connection:

I have looked at the forum and run the following tests:

Jitter: 1ms
Ping: 25 ms
Download Speed: 2.92 MBPS
Upload: 0.39 MBPS

IP: 81.174.159.2
Serial No: 40132744372

Here are the results of the traceroute:

 traceroute 212.183.133.177

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

 1  192.168.1.1 (192.168.1.1)  7.002 ms  2.157 ms  2.271 ms

 2  lo0-central10.ptn-ag03.plus.net (195.166.128.192)  25.646 ms  21.430 ms  21.867 ms

 3  link-b-central10.ptn-gw02.plus.net (212.159.2.138)  21.666 ms  22.258 ms  20.723 ms

 4  xe-5-3-0.ptw-cr02.plus.net (212.159.0.110)  21.546 ms  21.168 ms  20.732 ms

 5  ae1.pcl-cr02.plus.net (195.166.129.3)  21.702 ms  45.561 ms

    ae2.ptw-cr01.plus.net (195.166.129.4)  21.801 ms

 6  te-3-4.car5.london1.level3.net (217.163.45.181)  20.705 ms

    te-4-2.car5.london1.level3.net (217.163.45.249)  21.649 ms  33.361 ms

 7  ae-52-52.csw2.london1.level3.net (4.69.139.120)  22.213 ms

    xe-11-1-0.edge3.london2.level3.net (212.187.201.209)  21.762 ms

    ae-52-52.csw2.london1.level3.net (4.69.139.120)  21.231 ms

 8  vl-3101-ve-127.ebr1.london2.level3.net (4.69.202.169)  21.541 ms

    ae-226-3602.edge3.london1.level3.net (4.69.166.150)  20.885 ms  21.085 ms

 9  ae-48-48.ebr1.london15.level3.net (4.69.159.78)  21.659 ms

    195.50.118.230 (195.50.118.230)  23.670 ms

    cable-wirel.edge3.london1.level3.net (195.50.124.138)  21.115 ms

10  ae22-xcr1.lns.cw.net (195.2.30.61)  22.325 ms

    ae-44-44.ebr1.london1.level3.net (4.69.167.30)  20.184 ms

    ae22-xcr1.lns.cw.net (195.2.30.61)  22.190 ms

11  * ae-57-112.csw1.london1.level3.net (4.69.153.118)  25.586 ms

    ae-56-111.csw1.london1.level3.net (4.69.153.114)  21.601 ms

12  * ae-117-3503.edge3.london1.level3.net (4.69.166.138)  23.041 ms  22.704 ms

13  * cable-wirel.edge3.london1.level3.net (195.50.124.26)  23.056 ms



I am really at my wits end here, after trawling through many threads trying to find an answer I am more lost than ever. Could anyone please help me?!

Many thanks

0 Thanks

djmaitla
4: Newbie

‎05-08-2014 01:05 AM

Which model of suresignal device do you have? Has it ever worked?
0 Thanks

Retired-Ian_
Moderator (Retired)
Moderator (Retired)

‎05-08-2014 12:36 PM

Hi EmilyElizabeth,

 

The information you've provided is fine.

 

Your internet speed is quite low, if you've got multiple devices connected to it, this may cause an issue.

 

Please try your Sure Signal at a friend or family members address so we can rule out a problem with the Sure Signal.

 

Thanks,

 

Ian

0 Thanks

grolschuk
Community Champion (Retired)
Community Champion (Retired)
In response to Retired-Ian_

‎05-08-2014 01:04 PM

PlusNet have a Firewall feature actually on the ADSL line.

If you log into your plusnet account, and go to Connection Settings on the left, then Broadband Firewall.

Check that it is turned off, reboot the router, and then the suresignal, and see if it is any happier.