Router upgrade

[jasond79]

I have recently upgraded my broadband router and since then the sure signal box has stopped working.

I have added the tcp and udp details in the router and remived and readded the sure signal via the website and its still not working.

Could you please re-sync my account.

the serial number is 21222197895

[jasond79]

Has this been completed yet ?

[Retired-Kay]

Hi jasond79, 

I've done a resync for you. Please do the following reset to complete the process;

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

If this doesn't help, please provide 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.

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.

Thanks,

Kay

[jasond79]

Thanks very much I'll try this later when I get home

[jasond79]

Hi

Unfortunately this never worked for me in the end so I decided to purchase a version 3 Sure Signal and still not having any luck, although the SS version 3 seems a bit better to diagnose with the LED status's.

The light status I have is:

• Power: Flashing
• Internet: Off
• In Service: Solid Orange
• In Use: Solid Orange

Which indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network, so I can only presume this is an issue on the Vodafone side ?

Below are the troubleshooting steps I was asked to complete:

speedtest.net - http://www.speedtest.net/my-result/3832379230

pingtest.net - http://www.pingtest.net/result/108416623.png

WAN ip - 80.176.139.74

Sure Signal Serial Number - 42143520205

Traceroute:

  1     3 ms     1 ms     1 ms  192.168.0.1

  2    11 ms    10 ms    11 ms  194.159.169.243

  3    11 ms    11 ms    11 ms  anchor-access-3-s2012.router.demon.net [194.217.23.45]

  4    12 ms    11 ms    11 ms  gi4-0-0-dar3.lah.uk.cw.net [194.159.161.66]

  5    11 ms    11 ms    11 ms  xe-0-1-0-xur1.lns.uk.cw.net [193.195.25.70]

  6    11 ms    11 ms    11 ms  xe-0-3-0-xur1.lns.cw.net [194.70.97.66]

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 10     *        *        *    Request timed out.

 11     *        *        *     Request timed out.

 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.

I can confirm I have put in all the port forwarding details along with assigning a static internal IP address.

Could you please look into this for me.

[jasond79]

This is now working

I can only presume a manual re-sync was completed.

[Phil]

That's great jasond79, 

Thanks for letting us know you're up and running again :smileyhappy:

Cheers, 

Phil