Please resync my sure signal.

[Chasbmw]

Please would you reschedule my sure signal no 21230723641 as it has been suffering from the  single green power light syndrome

Many thanks

Charles

[Chasbmw]

Please see results of tests

speed test result: 9.00 download, 1.16 up

Ping 31Ms

IP address is 82.32.8.72

Serial no  21230723641

Trace route:

Last login: Thu Nov 29 22:32:30 on console

charless-iMac:~ charlesnewall$ traceroute 212.183.133.177

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

 1  10.9.64.1 (10.9.64.1)  12.220 ms  14.046 ms  13.199 ms

 2  aztw-geam-1b-v701.network.virginmedia.net (213.106.140.14)  12.930 ms  12.148 ms  12.554 ms

 3  aztw-core-2b-ae2-0.network.virginmedia.net (80.1.241.13)  16.255 ms  12.184 ms  15.460 ms

 4  brhm-bb-1c-ae13-0.network.virginmedia.net (80.1.240.177)  16.291 ms  13.252 ms  17.283 ms

 5  brhm-bb-1a-ae11-0.network.virginmedia.net (62.253.174.97)  18.072 ms

    nrth-bb-1c-ae10-0.network.virginmedia.net (62.253.174.146)  18.338 ms  20.807 ms

 6  nrth-bb-1b-ae2-0.network.virginmedia.net (62.253.185.85)  25.058 ms

    nrth-bb-1b-ae11-0.network.virginmedia.net (62.253.174.109)  28.817 ms

    nrth-bb-1b-ae2-0.network.virginmedia.net (62.253.185.85)  20.950 ms

 7  tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18)  27.467 ms  19.527 ms  21.107 ms

 8  ldngw1.arcor-ip.net (195.66.224.209)  29.144 ms  28.318 ms  23.796 ms

 9  85.205.116.10 (85.205.116.10)  21.541 ms  23.820 ms  27.596 ms

10  * * *

11  * * *

[Retired-Simon]

Hi Chasbmw

Thanks for your post. Your traceroute, speed and ping tests look absolutely fine and your IP address is whitelisted. I've forced a resync at your request and a factory reset is required as follows:

• Hold down the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Please let us know how you get on.

Thanks

Simon

[Chasbmw]

Thanks for the reply

I have performed multiple hard resets and have carried out the troubleshooting checks as follows:

I have checked the ethernet cable

I have an active internet connection

Rebbooted the router

The sure signal has been allocted IP 192.168.0.103

The MTU setting is at 1500

The router is a Dlink 615

I have put the suresignal outside of the Dlink firewall into the "DMZ'

after all this rebooted router and performed a hard reset on the Sure signal

The ISP is Virgin cable

Everything has been qorking fine until i came back from holiday 3 weeks ago and noticed that it had gone to power on mode.

Thanks  Charles

[Chasbmw]

I have completed Hard reset after your RE Sych.

After 1/2 hour or so lights 1,2, and 4 came up, but now has reverted to single power light

Please help

Charles

[Retired-Lee]

Hi,

Please could you try the VSS on another connection such as at a friend or relative's house?

Thanks,

LeeH

[Chasbmw]

Thanks for the reply,

I took the sure signal to my sisters and plugged it in and gave it a hard reset.

Orange and green lights at the ethernet cable

There was a brief time when it showed lights 1&2, but soon reverted to the usual power light on only.  The unit was left on for about 12 hours.

What next?

Charles

[Retired-Lee]

Hello Chasbmw,

I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

LeeH

[Chasbmw]

thanks,

replacement should arrive tomorrow

Charles