Sure Signal Not Working

[sheps1977]

Serial Number 21230717700

Speed Test: Ping 26ms, 8.5U - 1.02D

Ping Test:  21ms [URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/85044062.png[/IMG][/URL]

IP Address:  149.241.220.141

Tracert:

1 10 ms 98 ms 99 ms O2wirelessbox.lan [192.168.1.254]
2 * * * Request timed out.
3 19 ms 16 ms 18 ms linx-gw1.betherenow.co.uk [195.66.224.232]
4 20 ms 20 ms 36 ms ldngw1.arcor-ip.net [195.66.224.209]
5 20 ms 18 ms 19 ms 85.205.116.2
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

Noticed the signal had dropped last night, have tried the full reset, get the alternating 1 & 3, 2 flashing lights then eventually it goes to steady 1 & 2 lights on (have done this twice).

I've also tried the forced address change on Manage My Sure Signal to no avail.

Please advise how I can resolve.

Many thanks

Russ 

[Retired-Andy]

Hi Russ,  

Thanks for the information, your IP address is on our whitelist and there’s no problem with your ping test.

I did notice that your speed test showed a download speed of 1.02Mbps. This is very close to the minimum needed by the Sure Signal to work correctly.

If you have any other devices that use your network and they drop the download speed below 1Mbps, this will drop the Sure Signal connection. The lights that you’re seeing also point to this - they indicate that your line speed may be too low.

I can see your unit connected to our servers at 03:22 today, are you still seeing the two lights only?

To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[sheps1977]

Sorry, that was a typo on the broadband speeds, 8.5U - 1.02 down.

I've tried the full reset again, including disconnecting the ethernet cable, at the moment I've got 1 & 2 solid and 4 flashing, it does this for a while then all the lights go out, 1 comes on solid then 2 comes on etc

[Retired-Simon]

Hi sheps1977

Thanks for your reply.

You’ve done everything right so far. For the next steps can you take a look at our troubleshooting page and follow the instructions for Configure your Router Firewall.

If this doesn’t work then Perform a PathPing to our Server.

Let me know how you get on.

Thanks

Simon

[sheps1977]

Thanks Simon

After speaking to someone over the phone yesterday I configured my router to forward the necessary parts and after restarting the router and VSS there is no change, the unit is still cycling through 1 2 solid, 3 flashing then all off etc

[Retired-Andy]

Hi Russ,

Thanks for the information.

I’ve checked your serial number and can see it connected to our servers yesterday at 21:55, are you still seeing the same lights?

To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

If this doesn’t help, the next suggestion will be to try it on a different internet connection e.g. that of a family member or friend.

If it works there, it indicates that there’s something in your current set up that’s preventing the Sure Signal from maintaining a connection to our servers.

Let me know how you go on.

Thanks,

Andrew

[sheps1977]

Thanks for your reply

Since my first message, the unit has continued to cycle through the lighting sequencies above.

I switched the unit off last night as I found at times it was completely blocking any signal to my phone.

I'm not quite sure why there would be any network problem as I've had the same ISP since 2010 and the unit had be working fine up until last Tuesday.

Before I unplugged the unit last night, I shut down all other equipment that uses my internet connection but this didn't make any difference.

My personal opinion is that the unit itself is faulty.

[Retired-Andy]

Hi Russ,

Did you have chance to try the Sure Signal in a different location?

This would be the best way to check if the unit is faulty. If it works there, then there’s something in your current set up that’s preventing the Sure Signal from maintaining a stable connection to our servers.

If you see the same light sequence then I agree, it would indicate that it may be faulty and would need to be sent for repair.

As the Sure Signal is now out of warranty, the repair is chargeable at £65. You may wish to consider a new unit at £100.

Thanks,

Andrew

[sheps1977]

I haven't had the opportunity to test the unit elsewhere yet but to be honest I won't be paying for another unit, especially at that cost if they only last 2 years!

Perhaps it's time I looked for a service provider where I won't need additional hardware just to make and receive calls.

It's disappointing that after being a vodafone customer for over 10 years that spending another £100 is the only way I can make/receive calls in my own home without them dropping out out mid conversation

[sheps1977]

I tested the unit on another broadband connection and even added 2 more phones to it but the unit still didn't work.

I'll be contacting customer services about this as I don't think it's satisfactory.

Thanks for trying to help