Problem with Sure Signal V1

[ClintonC]

I have a V1 Sure Signal, which worked OK until recently.

It will no longer connect to Vodafone. I have changed cables, the port on my router and followed the reset procedure several times.

I have checked on my online account & it says the Sure Signal is registered.

It endlessly cycles through the connection process.

First light 1 comes on, then light 2 flashes and then goes solid. Next light 4 flashes but never goes solid. Finally all lights go out & then the whole process starts again, and this just goes on & on - I have left this for several days at a time.

Speed test results from speedtest.net are 72.69 Mbps down & 17.19 Mbps up (BT Infinity 2 business)

My external IP address is 213.123.118.64 (I have a static IP address)

Sure Signal serial number is 21227834864

Traceroute results pasted below:

Microsoft Windows [Version 10.0.14393]
(c) 2016 Microsoft Corporation. All rights reserved.

C:\Users\Clinton>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 126WPR [192.168.1.1]
2 13 ms 16 ms 13 ms host81-139-96-1.in-addr.btopenworld.com [81.139.96.1]
3 12 ms 20 ms 13 ms 213.120.182.141
4 14 ms 14 ms 14 ms 213.120.161.82
5 19 ms 14 ms 14 ms 213.120.182.65
6 14 ms 15 ms 14 ms 31.55.164.107
7 19 ms 17 ms 18 ms 109.159.248.67
8 21 ms 18 ms 18 ms core1-te0-3-0-15.ilford.ukcore.bt.net [109.159.248.152]
9 18 ms 18 ms 18 ms peer6-0-10-0-12.telehouse.ukcore.bt.net [62.172.102.25]
10 18 ms 19 ms 19 ms t2c3-et-8-1-0-0.uk-lon1.eu.bt.net [166.49.211.240]
11 18 ms 19 ms 19 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

That suggests to me that it may be a BT issue possibly?

I don't use the BT Hub - I have a Cisco / Linksys router.

[cineriv · Accepted solution]

Hi ClintonC,

Your problem is due to a degraded power suppply,

Replacements are available on Amazon or Ebay and cost around £10-12 inc delivery, just ensure you order one for a V1 SS

Regards.

Mike.

[ClintonC]

Thanks Mike

I had a spare suitable 12V power supply kicking around at home - I plugged that into the Sure Signal & it now seems to be working fine.

I will now buy a permanent replacement off Amazon.

[N0rseman]

Sure signal V1 down after BT Broadband Outage and will not reset.We have no mobile connection due to location.Has worked faultlessly for years.Have spoken to Vodafone several times now who promise to rectify the problem but so far they have failed to do so.I have to call via land line and it takes forever whilst Vodafone go through various procedures.I have been through this now around 5 times and still not resolved.Is there a solution ?

JP

[Retired-Charles]

@N0rseman - 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:

1. Click on Start and select Run
   
   
2. Type CMD into the Run box and press enter/click ok
   
   
3. A black box will appear.
   
   
4. In this box type tracert 212.183.133.177 press Enter
   
   
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[N0rseman]

I have been through all procedures and back again except fpr tracer route which I am not sure how to do on my iMac.My upload speed is very low and not even 1mps which could be the problem.BT say they are not responsible for upload speed? My download speed is not brilliant at 5mps.Mystery is it has worked for years and has only failed to connect following a recent BT Outage.The overseas call centres are so frustrating I just cannot face it anymore.Online Chat is no better.If anyone can help I would be eternally grateful.

JP

[N0rseman]

86.142.76.137  is this the IP address or just an example ?

[DaveCD]

@N0rseman,

Please follow the steps as advised by @Retired-Charles above.

The serial number provided isn't valid. Please check this is correct and post along with the other results.

[N0rseman]

V1 Serial number 21225092457.Apologies for mis-read digits.Many thanks JP.

[Retired-EricChe]

@N0rseman

Thanks for confirming your serial number.

Your Sure Signal hasn't connected with our network since 30 July 2016. Due to this, I've performed a re-sync on the device from our end today.

Please complete this by doing a factory reset:

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

If you’re still having problems after doing this, please try connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.