Sure Signal 3 Stopped Working

[gketley]

Sure Signal 3 has suddenly stopped working. Red Power light is flashing and Service light is Orange. Have tried resetting the Sure Signal 3 and the Router (Netgear 7200) but no change. All other Broadband services are working normally and there have not been any system or network changes.

Spoke to the Sure Signal technical team but their only advice was to contact BT - our ISP. 

The results from ‘tracert’ are listed below:

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Graham>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     5 ms     2 ms     2 ms  192.168.0.1

  2    14 ms    11 ms    12 ms  213.123.80.58

  3    13 ms    11 ms    11 ms  217.47.71.193

  4    15 ms    13 ms    13 ms  213.1.69.174

  5    15 ms    13 ms    13 ms  217.41.168.103

  6    18 ms    12 ms    13 ms  217.41.168.209

  7    16 ms    13 ms    12 ms  217.41.168.109

  8    16 ms    13 ms    12 ms  109.159.249.236

  9    15 ms    12 ms    13 ms  core3-te0-19-0-20.faraday.ukcore.bt.net [109.159 249.157]

 10    13 ms    16 ms    16 ms  peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.254.181]

 11    20 ms    16 ms    14 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    19 ms    15 ms    13 ms  85.205.0.86

 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.

Any help in fixing this problem would be appreciated.

Thanks.

[Ben_H]

Hi @gketley

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.

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.

Let us know why Live help asked you to speak to your ISP too. This will help us get the quickest possible resolution for you.

Thanks

Ben

[gketley]

Hi Ben,
Here is the data you requested. 
Speed: Download 7.0mb/s. Upload 0.39mb/s
Ping: 16ms.
External IP: 81.158.122.70.
Sure Signal 3 Serial No: 40123666014.
Traceroute Results:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Graham>tracert 212.183.133.177
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 5 ms 2 ms 2 ms 192.168.0.1
2 14 ms 11 ms 12 ms 213.123.80.58
3 13 ms 11 ms 11 ms 217.47.71.193
4 15 ms 13 ms 13 ms 213.1.69.174
5 15 ms 13 ms 13 ms 217.41.168.103
6 18 ms 12 ms 13 ms 217.41.168.209
7 16 ms 13 ms 12 ms 217.41.168.109
8 16 ms 13 ms 12 ms 109.159.249.236
9 15 ms 12 ms 13 ms core3-te0-19-0-20.faraday.ukcore.bt.net [109.159 .249.157]
10 13 ms 16 ms 16 ms peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.2 54.181]
11 20 ms 16 ms 14 ms lndgw2.arcor-ip.net [195.66.224.124]
12 19 ms 15 ms 13 ms 85.205.0.86
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.
I have no idea why the Technical Advisor recommended I speak to BT. All of our other broadband based services are working normally. The router is a Netgear 7200 and there have been no system hardware or software changes/upgrades.
Hope this helps.

[Retired-Laura]

Hi @gketley

If there has been a power cut in your area, this could cause your router to reset back to the original settings, please see the port forwarding information needed –

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Also try the Vodafone Sure Signal in a different location.

Let us know if this changes the light sequence you can see.

Cheers,

Laura