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Solution

Suddenly stopped working....

jehandcjh
2: Seeker
2: Seeker

‎17-02-2014 02:32 PM

Hi,

 

My Sure Signal (v1) has just suddenly stopped working after a few years of working perfectly fine. Lights 1,2 and 4 are on. The 3rd light (next to the phone signal) isn't. All the phones registered to the device are not getting any signal from it so it's definitely a device and not a phone issue. Nothing has changed here (same broadband provider as before etc). There's no broadband issues (speed is extremely high - BT infinity 2, all working fine). I've done a full reset - no joy.

 

My device serial number is 21224053278.

 

We have literally zero signal here without the device so I'm desperate for some help, please!

 

Thanks,

 

Craig

0 Thanks
2 REPLIES 2

jehandcjh
2: Seeker
2: Seeker

‎17-02-2014 02:41 PM

Sorry - I forgot - here are the results fo my traceroute:


C:\Users\Craig>tracert 212.183.133.177

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

  1     1 ms     5 ms     1 ms  BTHomeHub.home [192.168.1.254]
  2     7 ms     6 ms     6 ms  217.32.144.167
  3     6 ms     6 ms     7 ms  217.32.144.206
  4    13 ms     9 ms     8 ms  213.120.181.246
  5    13 ms    13 ms     9 ms  217.41.169.219
  6     8 ms     9 ms    11 ms  217.41.169.109
  7     8 ms     8 ms     8 ms  acc2-xe-0-1-2.sf.21cn-ipp.bt.net [109.159.251.20
9]
  8    18 ms    25 ms    22 ms  core1-te0-5-0-7.ilford.ukcore.bt.net [109.159.25
1.149]
  9    14 ms    22 ms    14 ms  peer1-xe3-0-0.telehouse.ukcore.bt.net [109.159.2
54.215]
 10    18 ms    19 ms    18 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    23 ms    17 ms    17 ms  85.205.116.2
 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.

0 Thanks

Gemma
Community Manager
Community Manager
In response to jehandcjh

‎18-02-2014 09:30 AM

Hi Craig,

 

Your trace route looks ok.

 

Please can you do a factory reset for me so that your Sure Signal updates on to the latest software? 

 

  • Hold down the reset button until all the lights show/flash (about 30 seconds)
  • Keeping the reset button held down, remove both the Ethernet cable and power lead
  • Re-insert the power lead
  • Once all the lights display, release the reset button
  • The Sure Signal will come online in about an hour
  • When the Sure Signal is back online, re-insert the Ethernet cable.

I can see your Sure Signal made contact with the network at 02:23am today.

 

Please can you confirm if it’s back up and running?

 

If not, please see the steps here for the light sequence you’re seeing and let us know how you get on.

 

Thanks,

 

Gemma

0 Thanks