Sure Signal Not working - Virgin hub

[Martin191]

Anyone else having problems with their sure signal not working again. The episode with Virgin's higher braodband speed last November seems to have been resolved but it's been off for another couple of days recently. Is it me or Virgin. Interested to hear from other Virgin users as to whether their service is okay?

[Jenny]

@Martin191 - 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:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[Martin191]

So the last Sure signal packed up after 2 years and 3 months. The new one arrived yesterday and I'm having trouble setting up the device.

It is registered under my account, and I have received and email from Vodafone saying it is ready to use. I have assigned a static IP, completed all the port forwards and ticked the IPsec box.

speed test download 49mbps upload 5mbps

Ping 18ms   jitter 4ms

ip address 86.0.245.82

serial number  42152912640

C:\Users\Diverwally>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 * * * Request timed out.
2 11 ms 11 ms 10 ms glfd-core-2b-xe-132-0.network.virginmedia.net [8
0.0.1.241]
3 14 ms 12 ms 12 ms popl-bb-1b-ae3-0.network.virginmedia.net [213.10
5.159.245]
4 * * * Request timed out.
5 15 ms 13 ms 13 ms tclo-ic-3-ae0-0.network.virginmedia.net [212.250
.25.62]
6 17 ms 15 ms 16 ms LDNGW1.arcor-ip.net [195.66.224.209]
7 15 ms 15 ms 15 ms 85.205.0.86
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.

some help would be much appreciated. 

Regards  Martin Walters

[Martin191]

The sure signal is still showing a solid red power light and a flashing white internet light (first light). Any help would be really appreciated as I'm missing so much work at home not being able to recieve a mobile signal.

Regards  Martin

[Retired-Charles]

@Martin191 - The lights you’re seeing mean the Sure Signal is being configured.  Please leave everything connected for 24 hours.

[Martin191]

Charles, I admire your optimisim, but alas after 24hrs the Suresignal is still showing a solid red power light and flashing first white light. I believe it is still trying to connect. I have rebooted the Virgin super hub and attach some photos showing the port forward and static ip address that has been created.

The download and upload speeds, serial number etc.. are all the same as before.

Could I ask that you give this some priority today, I have waited my turn and am now suffering badly at home without a mobile signal. It's been a week now since my troubles started and had to get a new suresignal. Registering and de-registering isn't easy either because you have introduced new security measures meaning that you send a code by text for me to enter. By the time I have walked 1/4 mile up the road to get a mobile signal and then back the 20 minute time limit has expired. I have wasted so much time this week trying to resolve, could you please please investigate and let me know what you think the cause is. It's brand new straight out of the box and does not work,

This is this morning tracert results:-

C:\Users\Diverwally>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 * * * Request timed out.
2 11 ms 12 ms 12 ms glfd-core-2b-xe-132-0.network.virginmedia.net [8
0.0.1.241]
3 13 ms 17 ms 13 ms popl-bb-1b-ae3-0.network.virginmedia.net [213.10
5.159.245]
4 * * * Request timed out.
5 14 ms 25 ms 15 ms tclo-ic-3-ae0-0.network.virginmedia.net [212.250
.25.62]
6 18 ms 17 ms 15 ms ldngw1.arcor-ip.net [195.66.224.209]
7 16 ms 15 ms 27 ms 85.205.0.86
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.

[Retired-Charles · Accepted solution]

@Martin191 - Our Tech team have made some changes and performed a factory reset remotely.

Please make sure everything remains connected for at least 24 hours to allow everything to go through.

If it's still not worked after that then try the Sure Signal on another connection (friend or family members).

[Martin191]

Don't know what you did Charles but the SS has just burst into life and I'm seeing 2 constant white lights with a great signal in my house. Frustration over and many thanks for your support.