Sure Signal 2 Stopped Working

[Certainly_Fake]

Hi in the last couple of weeks my Sure SIgnal 2 has stopped working - it just sits there either with just the red light on or flashing both white lights with the red light on - which isn't a condition covered in the help info.  I've done numerous hard resets and also removed the unit from the system and re-added it.  All to no avail - help !

Here is the usual data requested:

Serial No: 40113863654

Speed: U/D   0.6/3.0 Mbps

Ping: 25mS

0% packet loss/0mS jitter

External IP address(not static) :81.132.195.229

Trace:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1

  2    19 ms    19 ms    19 ms  217.32.147.10

  3    21 ms    21 ms    21 ms  217.32.147.78

  4    22 ms    23 ms    22 ms  213.120.176.26

  5    22 ms    22 ms    21 ms  217.41.168.239

  6    22 ms    22 ms    22 ms  217.41.168.109

  7    22 ms    23 ms    22 ms  109.159.249.242

  8    26 ms    30 ms    22 ms  core1-te0-15-0-16.faraday.ukcore.bt.net [109.159

.249.157]

  9    22 ms    22 ms    32 ms  host213-121-193-129.ukcore.bt.net [213.121.193.1

29]

10    36 ms    24 ms    26 ms  lndgw2.arcor-ip.net [195.66.224.124]

11    25 ms    25 ms    24 ms  85.205.116.10

12     *        *        *     Request timed out.   (this repeats to 30)

[Retired-Kay]

Hi Lee_Hutton, 

Is your version one Sure Signal active at the moment? 

Can you also confirm which Home Hub you're using? We're aware of a compatibility issue with the Home Hub 3, more info on this can be found here. 

Thanks, 

Kay

[Lee_Hutton]

Hi Kay,

When you say "active" what exactly do you mean?

It's powered on and the red light is on, but thats it.

I will check which V BT homehub we have, but we've had it a few weeks and all has been fine so far.

This does the same when connecting to the BT connection at my partners house, which has my old sure signal 1 box working fine on it.

BR Lee

[Lee_Hutton]

Hi Kay,

Sorry misread your last message.

I believe the SS1 is active at my partners, unfortunately I am not there so I don't know for certain.

My BT Home Hub is version 4.

BR Lee

[Retired-James]

Hi Lee_Hutton,

How are things today?

I can see that it has continued to connect to the server so it should be working.

If it’s not then it would point towards a faulty unit, especially if it won’t work on a different connection that has a working Sure Signal on it.

If this is faulty then the next step is to send this in for a repair.

James

[Lee_Hutton]

Hi James,

Still nothing is working on the unit, just sat there with a red light looking sorry for itself.

From my investigation it does look like the unit has gone faulty.

I can see the link to send it back for repair, but can a new unit not be sent out to replace this one? I am sure this is a) well within warranty and b) I have been without signal at home for a week now so having a new one sent out would save on down time.

BR Lee

[Sukhi]

Hi johngn2007

Thanks for the information, however we need a little more. 

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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.

Lee_Hutton - You will need to send it for a repair first, if it cannot be fixed, we'll replace it for you :).

Thanks

Sukhi

[johngn2007]

Hi there

results:

speed test:

Ping: 11ms

Download speed: 35.05 mbps

Upload speed: 17.48mbps

ISP: 86.168.103.65

BT

Sure signal serial number: 40130617521

CMD results:

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

C:\Users\JohnN>CMD Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\JohnN>tracert212.183.133.177 'tracert212.183.133.177' is not recognized as an internal or external command, operable program or batch file.

C:\Users\JohnN>212.183.133.177 '212.183.133.177' is not recognized as an internal or external command, operable program or batch file.

C:\Users\JohnN>tracert

Usage: tracert [-d] [-h maximum_hops] [-j host-list] [-w timeout]                [-R] [-S srcaddr] [-4] [-6] target_name

Options:     -d                 Do not resolve addresses to hostnames.     -h maximum_hops    Maximum number of hops to search for target.     -j host-list       Loose source route along host-list (IPv4-only).     -w timeout         Wait timeout milliseconds for each reply.     -R                 Trace round-trip path (IPv6-only).     -S srcaddr         Source address to use (IPv6-only).     -4                 Force using IPv4.     -6                 Force using IPv6.

C:\Users\JohnN>tracert 212.183.133.177

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

  1     2 ms     2 ms     1 ms  BTHomeHub.home [192.168.1.254]   2    15 ms    15 ms    15 ms  217.32.140.68   3    15 ms    15 ms    16 ms  217.32.140.30   4    17 ms    16 ms    18 ms  212.140.235.2   5    17 ms    15 ms    16 ms  213.120.182.65   6    17 ms    16 ms    16 ms  31.55.164.107   7    16 ms    16 ms    18 ms  acc1-10GigE-0-0-0-6.bm.21cn-ipp.bt.net [109.159. 248.82]   8    22 ms    22 ms    23 ms  core2-te0-15-0-17.ilford.ukcore.bt.net [109.159. 248.42]   9    21 ms    21 ms    21 ms  peer1-xe2-1-0.telehouse.ukcore.bt.net [109.159.2 54.136]  10    24 ms    23 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]  11    25 ms    24 ms    25 ms  85.205.116.14  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.

C:\Users\JohnN>

[johngn2007]

Why have I been deserted?

[Retired-Simon]

Hi johngn2007

Thanks for your reply and I’m sorry that your previous post was missed.

All of your checks are fine and your Sure Signal is connecting with the network, the last time was at 23:11 last night (3^rd December).

What light sequence do you have on the Sure Signal?

Thanks

Simon

[johngn2007]

it is so hit and miss, it only works when it feels like it, probably 20% of the time if i am lucky.