Sure Signal Power Light Only

[louhaylock]

Since the storms my Sure Signal has just stopped working.

The connectivity lights are working.  I have reset the hub, reset the sure signal box... still nothing.  

The power light is solid and the internet light flashes occasionally.  I have checked the line with BT and everything is functioning normally.

It's a plug in version.  The serial number is 40131579282.  My location is SA62 6LJ and I use a Mac computer.  please help as this is becoming ridiculous!

Thanks

[Gemma]

Hi louhaylock,

Thanks for posting.

So that we can take a closer look into this, please post the following:

Your speed test results from here.

Your ping test results from here.

The results of a traceroute.

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

Thanks,

Gemma

[louhaylock]

Hi Gemma,

Speed Test Results:  Download 2.84Mbps (which is normal for us)

                                  Upload 0.30 Mbps

Ping Test Results:  67ms

Traceroute results:

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  192.168.1.254 (192.168.1.254)  3.590 ms  1.174 ms  1.017 ms

 2  esr12.birmingham6.broadband.bt.net (217.41.221.143)  36.258 ms  35.509 ms  36.228 ms

 3  217.41.221.77 (217.41.221.77)  36.137 ms  36.238 ms  39.756 ms

 4  213.1.69.14 (213.1.69.14)  37.418 ms  36.600 ms  36.449 ms

 5  31.55.164.102 (31.55.164.102)  37.047 ms  36.775 ms  39.846 ms

 6  213.120.182.65 (213.120.182.65)  36.977 ms  37.778 ms  36.847 ms

 7  31.55.164.107 (31.55.164.107)  36.880 ms  37.819 ms  37.285 ms

 8  109.159.248.121 (109.159.248.121)  36.948 ms

    109.159.248.85 (109.159.248.85)  36.447 ms

    109.159.248.69 (109.159.248.69)  38.290 ms

 9  core1-te0-1-0-5.ealing.ukcore.bt.net (109.159.248.0)  49.526 ms  46.260 ms  47.959 ms

10  acc1-10gige-0-5-0-5.l-far.21cn-ipp.bt.net (109.159.254.106)  43.507 ms  43.932 ms  78.787 ms

11  t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net (166.49.211.182)  46.101 ms  45.720 ms

    166-49-211-196.eu.bt.net (166.49.211.196)  43.791 ms

12  166-49-211-254.eu.bt.net (166.49.211.254)  45.197 ms  71.769 ms  47.288 ms

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I am on  BT Hub (not infinity).  Like I said, it has been working perfectly well since May last year woith the same Download speed... Thanks

Lou

[Retired-Dave]

Hi louhaylock,

The upload speed is right on the minimum, so whilst it may have worked previously we couldn't guarantee the stability.

There may also have been changes made by your service provider or updates to the router which have affected things.

Can you confirm your external IP address for me? You can get this from here.

Also, follow these amended steps to reset the Sure Signal. This also resyncs with our servers and downloads any available updates to the software.

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave

[louhaylock]

Hi Dave,

I appreciate what you're saying about the speed but we've had Sur Signal at home for nearly 4 years...I know it's not going to be perfect but it has always worked. 

My ip address is 31.49.229.176

recently BT reset the channels on our broadband - could that be an issue?

Thanks

Lou

[Retired-Andy · Accepted solution]

Hi Lou,

It’s possible that the reset by BT may have had an effect.

I can see your Sure Signal connected to our servers at 23:01 last night, is everything now working for you?

If not, check that the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

If this doesn’t help, try the Sure Signal in a different location, that of a family member or friend.

The unit will need to go through the set up process which can take up to six hours.

Let me know how you get on.

Cheers,

Andy