Sure Signal Stopped Working

[JakeTS86]

Hi, my suresignal (v2)  has been working well for a couple of years but has now got no connection and is just showing a steady power light and nothing else.

I've tried the steps in troubleshooting guide to no avail.  The two other lights flash for a bit after reboot then it just goes back to the power light.

Speedtest - Down 5.90, Up 0.38

Pingtest - Line B*  Ping 50ms Jitter 1ms Packet loss could not test

IP: 82.69.114.149

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 433 ms 1 ms 1 ms 192.168.0.1
2 44 ms 43 ms 42 ms losubs.subs.dsl4.wh-man.zen.net.uk [62.3.83.6]
3 102 ms 43 ms 42 ms no-dns-yet-62-3-86-13.zen.co.uk [62.3.86.13]
4 43 ms 44 ms 42 ms ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]
5 49 ms 51 ms 50 ms ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
6 52 ms 53 ms 53 ms ldngw1.arcor-ip.net [195.66.224.209]
7 51 ms 51 ms 52 ms 85.205.116.10
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\John>

Thanks

[JakeTS86]

Serial is 40114288513

[Retired-PaulE]

Hi JakeTS86, 

Your Sure Signal hasn't updated with us since last Sunday which would suggest this is when the error occurred.

I've forced a resynch through for you, can you please reset the Sure Signal and let me know what happens?

If it's still the same, are you able to try the Sure Signal on another broadband connection to rule out a fault? 

[JakeTS86]

hi there, i've tried resetting the suresignal but the phone light just flashes once and then it goes to the solid power light and nothing else.  unfortunately i don't have access to another broadband connection to try it on there, is there something else you can suggest?

[Retired-James]

Hi JakeTS86,

The Sure Signal hasn’t updated since the 16^th and from looking at your traceroute it looks like the first hop is a little high at 403ms.

Basically this needs to be below 200ms for Sure Signal to work.

Do you know if your internet provider has performed any updates recently?

What router are you using?

If you do another traceroute, do you get the same results?

Can you try a different Ethernet cable to see if this is the problem?

James

[JakeTS86]

I ran another trace route and the 1st number was 378 ms

I don't know if the ISP has done any updates recently, although our bandwidth has been a bit variable over the last few days that I have been home.

The router is a netgear DGN 2000

I replaced the ethernet cable and the trace route is now 2ms for 1st number.  Is there any reason the ethernet cable would stop working, as it never gets moved?

[Retired-Dave]

Hi JakeTS86,

That last value looks much better! Has the Sure Signal started working now?

The strange thing is that the Traceroute checks the connection from the computer to the router to our servers. The one thing it doesn't take into account is the Ethernet cable to the Sure Signal. I can't see why that cable would affect it!

Dave

[JakeTS86 · Accepted solution]

Yes the sure signal is now working