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01-11-2016 12:49 PM
Further to previous question - template
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The issue you’re experiencing: Red power light on but no others. Trying to reset results in red light going off. By turning power off and on get back to red light only.
On one occasion second light came on flashing. Left for 24+ hours but no change. Then returned to above scenario.
What light sequence you're seeing: red light only
Your speed test results from here. Down 94.09 Mbs Up 20.21 Mbs
Your external IP address from here. 194.73.120.156
Your Sure Signal serial number: 43152181756
The results of a traceroute.
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 3 ms 2 ms 7 ms BThomehub.home [192.168.1.254]
2 21 ms 22 ms 22 ms 217.47.107.250
3 22 ms 21 ms 29 ms 217.47.144.161
4 31 ms 30 ms 30 ms 213.1.69.126
5 31 ms 30 ms 29 ms 217.41.169.103
6 42 ms 29 ms 29 ms 217.41.169.233
7 33 ms 29 ms 30 ms 217.41.169.109
8 39 ms 38 ms 39 ms acc2-xe-2-0-2.sf.21cn-ipp.bt.net [109.159.251.215]
9 35 ms 37 ms 36 ms core1-te0-13-0-2.ealing.ukcore.bt.net [109.159.251.9]
10 34 ms 35 ms 37 ms peer6-te0-9-0-8.telehouse.ukcore.bt.net [109.159.254.161]
11 34 ms 35 ms 35 ms t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]
12 36 ms 36 ms 35 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.
03-11-2016 07:59 PM
The light sequence you are seeing indicates the Sure Signal has lost connection to your broadband service.
This may be a faulty Ethernet cable causing a break in the connection. Connect the Sure Signal using a different ethernet cable.
If the cable isn’t faulty we’ll need to refresh the connection between your Router and your Sure Signal. Power it down and remove from your router, power down your router and leave this switched off for 10 minutes. Restart your router, once it’s reconnected to the internet reconnect and restart your Sure Signal.
If this doesn’t resolve your issue try connecting the Sure Signal in a different location. Once you’ve gained a connection try it at home again.
If you’re still unable to connect when you’ve done this please contact us and we’ll look further into this for you.