Problems after powercut

[Vickiemills]

Hi, my sure signal has always worked fine, but since a powercut I just have a red flashing light and 2 orange lights on. I have reset the cable, tried different Ethernet poet on the hub, power re cycled numerous times. Any ideas have no signal without it.

[Retired-Andy]

Hi Vickiemills,

The light sequence you’re seeing show that the Sure Signal can’t authenticate itself on our servers.

Try the following to see if it fixes things for you:-

• Disconnect the Sure Signal from the router
• Reboot the router
• Once the router has come back online, reconnect the Sure Signal;
• Reset the Sure Signal

If this doesn’t work, we’ll need some additional information from you. Can you provide the following please:-

Your Sure Signal serial number.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
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.

Cheers,

Andrew