Sure Signal 3 stopped working

[mattgunn]

My Sure Signal 3 stopped working last week, I had to have a new BT homehub 5 delivered as mine had stopped working. Since then my sure Signal will not work. 

I have tried resetting and it still does not work.

The power light is flashing, the in service light is solid orange and the internet and in use lights are off. 

The BT router and broadband have no problems and are working fine.

As usual no help from Vodafone?!

[Retired-Sarah]

Hi @mattgunn

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.

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.

Thanks,

Sarah

[mattgunn]

IP address 86.160.240.45

serial number 40134636527

ping http://www.pingtest.net/result/123954053.png

speed test http://www.speedtest.net/my-result/4390237034

traceroute 

1

*

*

*

2	hos-tr2.juniper1.rz13.hetzner.de	213.239.224.33	de	0.197 ms	0.292 ms
	hos-tr1.juniper1.rz13.hetzner.de	213.239.224.1	de	0.286 ms

3	core22.hetzner.de	213.239.245.121	de	2.092 ms
	core21.hetzner.de	213.239.245.81	de	0.273 ms
	core22.hetzner.de	213.239.245.121	de	2.092 ms

4	core4.hetzner.de	213.239.245.14	de	4.825 ms
	core4.hetzner.de	213.239.245.18	de	6.652 ms
	core11.hetzner.de	213.239.245.225	de	3.978 ms

5	juniper4.rz2.hetzner.de	213.239.203.138	de	4.292 ms
	juniper4.rz2.hetzner.de	213.239.245.26	de	4.588 ms
	juniper4.rz2.hetzner.de	213.239.203.138	de	4.292 ms

6	et-1-0-0-710.nbg40.core-backbone.com	81.95.15.5	de	4.622 ms
	et-0-3-0-710.fra20.core-backbone.com	80.255.15.121	de	8.033 ms
	et-1-0-0-710.nbg40.core-backbone.com	81.95.15.5	de	4.622 ms

[Amanda]

Hi @mattgunn

Thanks for getting back to us. 

The new router may have updated/different settings than your last one. 

I have updated your Sure Signal from this end, please perform a reset as follows:

1. Locate the button on the base of the box next to the Ethernet ports.
2. Press and hold the button for approximately 30 seconds.
3. Once the lights come back on, release the button.

Let me know how you get on. 

Thanks, 

Amanda 

[mattgunn]

nothing! still does not work.

no change

[Ben_H]

Hi @mattgunn

Has the guide Sarah provided sorted this?

If you still need a hand, please post back the details she's asked for.

Cheers,

Ben

[mattgunn]

No the guide has not sorted this.