Sure Signal 1 Not Working After Following Resetting Instructions

[ECROTTY]

Sure Signal Version 1 has worked successfully for nearly 6 years.  I went away with work for 2 weeks and when I returned it has stopped working.

I have following all the eforums and actioned the resetting guidelines as below, but with no success.

For version 1 Sure Signal (the one with four lights on the front):

The reset button needs to be held in throughout this entire process

• Press and hold down the reset button for 30 seconds
• The LED’s flash once from top LED to bottom LED in sequence
• Continue to hold in the reset button and remove the power cable from the VSS for 10 seconds
• Keep the reset button held in and plug the power cable back into the VSS
• Wait for the LEDs to flash once from top LED to bottom LED in sequence
• You can now release the reset button

[ECROTTY]

Yellow Power Light only

Ping 16 ms

Download 13.45 mbps

Upload 0.96 mbps

[Retired-Beau]

As you’ve completed the reset and this hasn’t worked, please copy the following template and post the information in the Sure Signal board.

----------------------------------------------TEMPLATE--------------------------------------------

The issue you’re experiencing:

 
Your external IP address from here.

Your Sure Signal serial number:

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.

[ECROTTY]

The issue you’re experiencing:

SureSignal V1 box has stopped working. I have tried resetting it numerous times as per the instructions but to no avail.

The SureSignal box is connected to my Sky Router and the lights are flashing correctly on the SureSignal box where the ethernet cable is plugged in

My external IP address from Mobile Telephone is:-

2a02:c7d:8e22:4000:ec20:7cbc:a928:3e6

My Sure Signal serial number:

21222195774

The results of a traceroute from PC that is linked to Broadband Router but no link to Sure Signal Box:-

Tracing route to 212.183.133.177 over a maximum of 30 hops

1          2 ms     2 ms     9 ms     SkyRouter.Home [192.168.0.1]

2          *           *           *           Request timed out.

3          20 ms   26 ms   19 ms   ip-89-200-132-110.ov.easynet.net [89.200.132.110

4          21 ms   27 ms   22 ms   1ndgw2-arcor-ip.net [195.66.224.124]

5          20 ms   28 ms   18 ms   86.205.0.86

6          *           *           *           Request timed out.

[Retired-Wayne]

@ECROTTY

That’s you IPv6 address. We’ll need the IPv4 address.

Can you go to Google.com and type in, ‘what’s my ip address’? It should then give you your external IPv4 address, (along the lines of xxx.xxx.xxx.xxx, where ‘x’ represents a number from 0-255).

[ECROTTY]

Hello Wayne, IPv4 address is showing as 155.250.255.141 .

I work from home so not having an signal on my mobile is causing a lot of issues.  Please can you confirm as soon as possible what actions can be taken to resolve the issue with my SureSignal not working.

Many thanks

[Mark]

@ECROTTY

I'm sorry for the delay in my reply.

I've checked you IP address and can see it's not set up on our whitelist. I've requested that it's added for you. This can take upto 72 hours to activate. We'll be in touch as soon as we have an update.

[Mark]

@ECROTTY

We've been advised that your IP address has now been included on our whitelist.

Please reset your Sure Signal box. You can find more help with this in our Sure Signal troubleshooting guide.

[ECROTTY]

Hello Mark, I have followed instructions to reset my sure signal box but it is still not working. Please sad use next steps. Many thanks

[Rahim]

@ECROTTY We can see that your Sure Signal has recently updated on our system this morning and is showing as active. 

Can you please let us know if you're still having an issue with your Sure Signal, so that we can help you furhter if required.