Sure Signal - Steady Power Light Only

[Boots124]

My Sure Signal keeps dropping out since I changed to Sky Broadband earlier this year. I keep switching power on and off, unplugging and plugging network cables, and pressing reset buttons and eventually it works again. However I spend a lot of time doing this and would appreciate knowing the exact steps I should take, in the order I should take them. My Sure Signal went down again a few days ago and despite much time being spent going through the motions it has not become active again.

Over the months I have contacted both Sky and Vodafone helplines but all I get is that it's the other party's fault and that I should speak to them, which leaves me stuck in the middle with no help at all! Having nowfound this forum and looking at the constructive responses already given, I hope you can help me sort this once and for all.

The router cable is active and the top right light above the socket on the Sure Signal is flashing green occasionally. The Sky router channel lights and broadband light keep flashing too so it seems that the conection is there, so why isn't it working?

Router make & model - Sagecom F@ST2504n

Model number - NP111930109964

Sure Signal serial number - 40112014176

ISP - Sky

Please note that I am not at all technically inclined so a plain English, straightforward, step-by-step guide is needed. 🙂

[Retired-Wayne]

Hi Boots124 and welcome to the eForum

Thanks for your post here. I’m sorry to hear that you are having problems with this. I appreciate how frustrating this must be for you..

Can you please read through our Sure Signal help guide and follow the steps contained within?

Please post back if you have any trouble and let us know how you get on.

Thanks

Wayne

If you have a spare minute could you please take the time to fill out a short feedback form about me?

You can do so here

[Boots124]

The Sure Signal box came back of its own accord after several days down. I thought you had done something at your end to correct it! I looked through your link notes and I had tried it all prior to posting my earlier message, but to no avail. I'll now need to wait for it to go down again and then raise it with you again so that you can look at it while it's not working.

[Andy_boggis]

Hi all i to purchased my sure signal saturday, registered it and recived the txt to all mobiles and the email to say it is registered.

its no monday and i still have only a solid red power light and thats it. i have opened the ports as required even though my router is the bt home hub 2 which supports dhcp and ths ss has been asigned an ip address. any clues?

new sure signal s/n 40120925223

bt home hub 2..(Software version 4.7.5.1.83.3.31.1.1 (Type B))

bt broadband

Also i did a trace route:

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Andy>tracert 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

1 1 ms 1 ms 1 ms api.home [192.168.1.254]
2 27 ms 27 ms 27 ms 217.32.145.1
3 28 ms 46 ms 28 ms 217.32.145.46
4 34 ms 36 ms 34 ms 213.120.181.190
5 34 ms 34 ms 35 ms 217.32.25.74
6 34 ms 33 ms 33 ms 217.32.25.182
7 33 ms 34 ms 34 ms acc2-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.2
51.227]
8 42 ms 42 ms 43 ms core1-te0-5-0-7.ilford.ukcore.bt.net [109.159.25
1.149]
9 42 ms 41 ms 42 ms peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.120]
10 45 ms 43 ms 42 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 42 ms 42 ms 43 ms 85.205.116.2
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\Andy> 

[Andy_boggis]

Hi Andy the moderator for your message ie " This was logged to be looked at by the team" but i have had no feedback and am thinking of just taking it back to the shop and switching to 02 as they seem to have a better coverage where i live, this was my last resort before switching but these units seem very temperamental jugging by the comment on this forum..

[Retired-Simon]

Hi Andy_boggis

Thanks for posting your trace route details. Having checked the results there doesn't appear to be any latency and there are no missing hops so this all seems normal.

I've resynced your Sure Signal today. If you could perform a factory reset by holding down the reset button for 30 seconds just to complete the process that would be great.

Also, please could you provide your IP address so I can check that it's white listed?

Thanks

Simon

[mattbean1]

Hi

My Sure Signal has stopped working after nearly a year in service.

Tracert as follows:

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Matt and Donna>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]

  2    32 ms    30 ms    31 ms  5acd833e.bb.sky.com [90.205.131.62]

  3    30 ms    30 ms    30 ms  10.245.201.81

  4    35 ms    38 ms    38 ms  te0-4-0-0.er11.thlon.ov.easynet.net [89.200.131.

49]

  5    35 ms    38 ms    35 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]

  6    48 ms    44 ms    47 ms  AMDGW2.arcor-ip.net [195.69.144.123]

  7    57 ms    47 ms    48 ms  92.79.213.141

  8    68 ms    67 ms    67 ms  85.205.116.10

  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.

VSS Serial Number: 40113850396

There seems to be no "Activity Lights" on the Ethernet Port on the back of the VSS

Tried all the usual wait 24hrs, and Factory reset etc. Also, rebooted PC and Router.

Last time I had a problem, my IP address needed to be added to "The Whitelist" ???

Also, I have seen some referral to a "Forced Re-Sync" ???

Can you review and revert as above?

Thanks

Matt

[Retired-Dave]

Hi mattbean1,

I've done a resync, so can you try a factory reset of the Sure Signal?

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

If that sodesn't sort it then we'll need to look a little further. The Traceroute is fine, but I'm concerned that the Ethernet lights showed no activity. 

Are you able to try a different Ethernet cable? Alternatively, can you try a different physical port on the router?

You also mention the IP address. Can you confirm the current IP for me so we can double check that as well?

Dave

[mattbean1]

Hello Dave

You were right to suspect the data cable. I replaced it and restored port activity. The VSS set up fine once Comms established.

Have factory reset my VSS for good measure.

Thanks

Matt