SS not working - sequence of lights keeps repeating after reset

[alireeve]

Hello

My SS is )  1working.   Here is the information I can provide and hopefully you can help.

SS was stuck with just main light on.

I tried a reset

Then tried the hard reset, however, after reinserting power lead, still howing reset button all the ights did not come on.

I checked on line - and my sure signal was no longer registered on my account.   I registered it again which i tlet me do.  I originally registered in iMarch 2011.  I did this yesterday morning.

I now get the following sequence of lights :

A  1 - on 

      2 - on 

      3 - not on 

      4 - slow flasing 

then 

B  1 - on 

     2, 3, 4 - flash on once all together, then flash on once in sequence from top to bottom

then 

C  1 - on 

     4 - flash slowly

     2 and 4 flash slowly

      2 stays on 

      4 - slow flashing 

then sequence from A to C repeats over again.

My SS Serial Number is 21196756569

Speed Test - Upload 0.8 mps / download 11.02 mps

Ping Test - 36ms

External IP Address: 85.210.137.50

Router is set to DHCP and the router can see the sure signal when we go into it.

Tracerotue message I got was - 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Heeb>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 6 ms 4 ms 4 ms 192.168.0.1
2 18 ms 22 ms 18 ms 85-210-128-1.dynamic.dsl.as9105.com [85.210.128.
1]
3 70 ms 23 ms 23 ms 80.40.155.100
4 22 ms 21 ms 26 ms 80.40.155.113
5 23 ms 23 ms 24 ms xe-10-3-0.bragg001.log.as13285.net [80.40.155.35
]
6 25 ms 23 ms 24 ms xe-5-3-0.scr001.log.as13285.net [80.40.155.50]
7 21 ms 24 ms 23 ms host-78-144-0-168.as13285.net [78.144.0.168]
8 25 ms 30 ms 26 ms LDNGW1.arcor-ip.net [195.66.224.209]
9 28 ms 23 ms 26 ms 85.205.116.6
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

Please help 

Thanks

Alison 

[alireeve]

To add to my earlier post - I have done the pathping test and got the following results:

(It does not mean anything to me so can some one at vodafone please help.  I have now been without my SS working for several days now.    The fact that it managed to de-register itself I wonder if this is when the problem started as up till recently it has been working perfectly since march 2011.

thanks again 

alison 

___

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Heeb>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 Heeb-PC [192.168.0.6]
1 192.168.0.1
2 85-210-128-1.dynamic.dsl.as9105.com [85.210.128.1]
3 80.40.155.100
4 80.40.155.117
5 xe-9-3-0.bragg002.log.as13285.net [80.40.155.41]
6 xe-7-3-0.scr001.log.as13285.net [80.40.155.52]
7 host-78-144-0-168.as13285.net [78.144.0.168]
8 LDNGW1.arcor-ip.net [195.66.224.209]
9 85.205.116.2
10 * * *
Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Heeb-PC [192.168.0.6]
0/ 100 = 0% |
1 5ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 23ms 0/ 100 = 0% 0/ 100 = 0% 85-210-128-1.dynamic.dsl.as9105.co
m [85.210.128.1]
0/ 100 = 0% |
3 29ms 0/ 100 = 0% 0/ 100 = 0% 80.40.155.100
0/ 100 = 0% |
4 27ms 0/ 100 = 0% 0/ 100 = 0% 80.40.155.117
0/ 100 = 0% |
5 30ms 0/ 100 = 0% 0/ 100 = 0% xe-9-3-0.bragg002.log.as13285.net
[80.40.155.41]
0/ 100 = 0% |
6 --- 100/ 100 =100% 100/ 100 =100% xe-7-3-0.scr001.log.as13285.net [8
0.40.155.52]
0/ 100 = 0% |
7 30ms 0/ 100 = 0% 0/ 100 = 0% host-78-144-0-168.as13285.net [78.
144.0.168]
100/ 100 =100% |
8 --- 100/ 100 =100% 0/ 100 = 0% LDNGW1.arcor-ip.net [195.66.224.20
9]
0/ 100 = 0% |
9 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.2

Trace complete.

C:\Users\Heeb>

[Retired-James]

Hi Alison,

Many thanks for the update here.

Can I ask if this is still happening as it sounds like the setup procedure.

If this is still happening after 2 days then it would indicate that the unit may be faulty.

However, to verify this I would recommend trying it on a different internet connection and if you get the same issue then it will indicate a faulty box.

As this is over 12 months old it is no longer covered under the warranty and you would need to purchase a new unit.

James

[alireeve]

Thanks for the reply.  This has been happening for more than 2 days and is still happening now.

When you say use another internet connection, do you mean in someone else's house.   If so, do I just take my sure signal and plug it in to their router - obviously it is registered to my address so would it still work..  Sorry if this sounds thick but a little confused.

If it is faulty that will be disappointing as they are not the cheapest to buy, and believe they should last a few years.    What would cause it to go wrong suddenly after working so welll?  

Thanks for your help

Alison   

[Retired-Lee]

Hi there alireeve,

Thanks for your post.

You are right, you should just take the VSS to another house to see if it configures. There's no need to change the registration details for this particular test, so long as it returns to the registered postcode.

If it's faulty and within the warranty then we will be able to issue you a replacement unit, providing they are in stock.

I'm afraid I can't comment on why technologies suffer faults from time to time. It's a bit like asking why a car has broken down after 10 years of perfect driving

Cheers,

LeeH

[alireeve]

Hi 

I have tried my SS on another internet connection and the same problem occurs.

I have read on the forum that you can reset from you rend - is this worth a try?

Also, as mentioned in my first message, something must have happened your end as my SS was de-registered when I looked on my account on line and I had to re-register.    Can you let me know what caused this to happen, as no one has commented on this,  and would it have caused the problem now. It does seem to have been at the same time.

thanks

alison

[Retired-Andy]

Hi alireeve,

We can certainly try a resync for you, so I’ve actioned that just now.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.

The Sure Signal will come online in around 1 hour.

With regard to you advising that your Sure Signal had been deregistered, this would have prevented it from working. To discuss that matter further, we’d need to access your account and complete security. If this is something you’d like to do, then I’ve sent you a PM.

You can find your PM inbox here. If you can’t access this link, please ensure that the box next to “Turn on private messages” is ticked on this page, and let us know if you need any further assistance.

Follow the details in the PM and we’ll be in touch as soon as we can.

Thanks

Andrew

[alireeve]

Thanks - I have tried the reset and no joy.

I got your PM message and sent a reply via email, as the contact form did not work.  

hope this reaches OK.

thanks

Alison 

[alireeve]

Is there any further news on this - it seems a coinicdence that my SS has gone faulty after it was de-registered.   I have today seen another post that looks like the user is having exactly the same problem.  

[Retired-Lee]

Hi there alireeve,

I can see Ben replied to your email yesterday. Have you received this email?

Cheers,

LeeH