BT network issues on suresignal

[mattogden]

Is there any news on this? I connected our suresignal to the router on the evening of the 20th. It immediately showed up as active in the account on my vodafone. But I just can't get it to connect - Two amber lights and flashing power light. The router is upnp and I've even tried putting the SS in the demilitarized zone.

I contacted Vodfone help yesterday and they said all will be well 12 - 24 hours on. 18 hours on should I sit happy?

Getting the thing to work will be a huge boon ( and keep a couple of Vodafone customers) as we are in a dead spot here!

[Retired-Charles]

@Supertension - I've checked your Sure Signal, and can see that we last had contact with it on 06 September.

Are you still having issues?

If so, what's the light sequence you're seeing now?

@GJCSeaford - Thanks for the update.

[Supertension]

Hi Charles,

I'm still having issues.  The power light is now solid red and the internet light is flashing white - it goes on and off about 20 times a minute.

Thanks 

[DaveCD]

@Supertension,

The light sequence you describe means the Sure Signal is updating or initialising.

This would last around six hours but I can see there still hasn't been a connection since we last advised.

Please provide the following information;

• Your speed test results 
• Your ping test results
• Your external IP address
• The lights you're seeing on the Sure Signal (if changed)
• 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

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

[Supertension]

Hi DaveCD,

In answer to your questions:

Speed test: Download 6.61Mbps, upload 0.82Mbps

Ping test: Ping 18ms, jitter 3ms

IP address: 109.151.92.232

Sure Signal lights: Solid red power and flashing white internet. Flashing about 20 times a minute

Traceroute: See attached.

Thanks for your continued help.

[Retired-EricChe]

@Supertension

I've performed a resync on your Sure Signal today. This should refresh the connection of the Sure Signal, and hopefully get it up and running.

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 this doesn't work, please let us know and we'll investigate into this further.

[Supertension]

Hi,

I did as you said about 06:30 this morning.  It's now 20:25 and I still have a solid red light and a white internet light that goes on and off around 20 times a minute.

Please investigate further.  Thanks for your continued help.

[Supertension]

Hi,

I tried another couple of factory resets over the weekend but no joy.  I still get a solid red kight and the internet light goes on and off about 20 times a minute.

Thanks for your continued help. 

[Retired-EricChe]

@Supertension

The Sure Signal sounds like it's still configuring after the reset. How long has it been giving that light sequence out for?

[Supertension]

Hi,

I've been getting the light sequences for about 3 days now.

[Retired-Charles]

@Supertension - Your download speed seems very slow? I'd recommend speaking with your ISP to see if they can help in making it faster.

The reason I'm suggesting this is that for the Sure Signal to work efficiently, we recommend a fixed-line home broadband with minimum upload and download speed of 1Mbps.