Sure Signal 1 No Longer Working.

[HairyBum]

Hello,

I've recently moved to a new address, and have updated my Sure Signal details to reflect this.  However, the Sure Siganl seems to have now stopped working.  I get a solid green light on the power, and a flashing green light on the @ LED.  After a short while, all lights go off.  I've tried resetting, but this makes no difference.

The broadband setup at the new address is working as expected, as all other WiFi devices are working OK.  It's only the Sure Signal that's not happy.

Any suggestions would be apreciated.  I am using a Sure Signal 1, serial number 21230685048.

Thanks,

Harry.

[Retired-Dave]

Hi HairyBum,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including 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

Dave

[HairyBum]

Hi Dave,

Thanks for your fast reply, and sorry for my delayed response.  Here's the info you requested:

Speed test Result: Ping 48ms, Download Speed 2.62 Mbps (have sen this go up to 3 Mbps).

Ping Test: 0% Packet Loss, Ping 54 ms, Jitter 3 ms, Grade B connection.

External IP: 31.54.60.136.

Results of tracert:

1     *     *     *     Request timed out.

2     *     *     *     Request timed out.

3     *     *     *     Request timed out.

4     *     *     *     Request timed out.

5     *     *     *     Request timed out.

6     *     *     *     Request timed out.

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.

As you can see the tracert was not very successful.  Any further suggestions would be hugely appreciated.

Thanks,

Harry.

[Gemma]

Hi Harry,

Thanks for getting back to us.

Please follow the steps here including checking your port forwarding settings.

If you could let us know how you get on and if the light sequence changes.

Thanks,

Gemma

[HairyBum]

Hi Gemma,

Sorry again for the dealyed response.  Trying to sort this out in the middle of moving house :).

So I followed the recommendation is you last message, but sadly, this seems to have had no affect whatsoever.  Left the SureSIgnal for about a week, and am only getting a contant power LED - nothing else.

Any further recommendations would be most welcome.

Thanks,

Harry.

[Retired-Kay]

Hi HairyBum, 

Please run the traceroute again as the previous one failed.

If possible, try another Ethernet cable as this might be causing the issue. 

Thanks, 

Kay

[HairyBum]

Hi Kay,

I've tried changing the Ethernet cable and have tried running the tracert command again.  The relevant ports have also been forwarded on the router but I'm still getting the same "Request Timed Out" on the tracert command.  I have to admit that I'm beginning to get quite frustrated now, as if I can't get this SureSignal to work, then my only option is to consider changing network.

I appreciate the help you and your colleagues have given me so far, but it would be useful to actually speak to someone over the phone to ensure that I'm carrying out your recommendations correctly.  I don't wish to change network, but I fear this is the only option being presented to me right now.  Any further thoughts would be appreciated.

Thanks,

Harry.

[Retired-Matt_B]

Hi Harry,

You can speak with our Technical Customer Services Team by calling 191 from your Vodafone handset or 08700 700 191 from any other phone.

Thanks,

Matt B