Sure Signal Not Working

[angliaITEOC]

Hi, our customer's sure signal device is not working. I have completed the suggested troubleshooting and the issue remains. Information below:

The issue you’re experiencing: No connection

What light sequence you're seeing: Flashing Red, solid amber 2 & 3 

Your speed test results from here. Ping 6ms Download 56.90mbps Upload 40.91mbps

Your external IP address from here. 195.11.247.11

Your Sure Signal serial number: 42165058308

The results of a traceroute:

C:\Users\aitsadmin>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.1.1
2 2 ms 1 ms 3 ms no-dns-yet.demon.co.uk [195.11.247.9]
3 6 ms 5 ms 5 ms gi-3-1-0-384-anchor-inside-3.demon.net [194.70.7
6.109]
4 7 ms 5 ms 6 ms anchor-core-2-g7-0-1.router.demon.net [193.195.2
5.70]
5 6 ms 6 ms 6 ms ae38-16-xcr1.lns.cw.net [195.2.15.73]
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.

Trace complete.

C:\Users\aitsadmin>

Please help! Many thanks 🙂

[ChazzD]

@angliaITEOC

I've searched for your Sure Signal using the serial number provided, however it's not showing as being active on our network. Has it been used in the last 12 months?

If so, could you please confirm 42165058308 is the correct serial number?