Sure Signal V1 not working after powercut

[Anneyc]

We had a brief powercut about 4 nights ago after which the suresignal stoppped working- just the power light on. Tried reseting in several times, followed the troubleshooter etc. (Internet is still working) Now the top 3 lights flash in a repeated pattern. Tried rebooting router, no effect. There is a green solid light and an orange flashing light on the back of it, where the ethernet cable is plugged in.

Rang vodafone, they weren't able to provide any help and said to ring our service provider. Rang them, (Plusnet) they weren't able to help either as don't know anything about sure signals, suggested trawling the forums for help, so here I am!

Have looked at port forwarding but all seems very complicated to my non techy mind- anyway  it was all running smoothly until the powercut. I don't know if it's relevent but we bought a new router just over a week ago (Netgear N600), but the sure signal had bee running ok with it, until the power cut. Any help appreciated!

[Retired-Ian_]

Hi

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:

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

Paste the output of this command into your reply.

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

Thanks,

Ian

[Anneyc]

Hi,

The troubleshooter doesn't list the issue I have..I have looked through the forums and tried various different suggestions to no avail. Here are the test results you requested: 

Speed test result:   [URL=http://www.speedtest.net/my-result/3653037823][IMG]http://www.speedtest.net/result/3653037823.png[/I...

Ping Test result: [URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/102843930.png[/IMG][/URL]

IP Address: 146.90.249.149

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Ann> 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  192.168.0.1
  2    13 ms    12 ms    13 ms  lo0-central10.pcl-ag04.plus.net [195.166.128.185
]
  3    13 ms    12 ms    13 ms  link-b-central10.pcl-gw02.plus.net [212.159.2.17
4]
  4    13 ms    12 ms    36 ms  xe-0-2-0.pcl-cr02.plus.net [212.159.0.206]
  5    14 ms    12 ms    12 ms  ae2.pcl-cr01.plus.net [195.166.129.6]
  6    13 ms    19 ms    13 ms  xe-11-1-0.edge3.London2.Level3.net [212.187.201.
209]
  7    13 ms    15 ms    13 ms  vl-3101-ve-127.ebr1.London2.Level3.net [4.69.202
.169]
  8    25 ms    13 ms    14 ms  ae-45-45.ebr1.London15.Level3.net [4.69.159.66]

  9    12 ms    13 ms    14 ms  ae-44-44.ebr1.London1.Level3.net [4.69.167.30]
 10    13 ms    13 ms    14 ms  ae-56-111.csw1.London1.Level3.net [4.69.153.114]

 11    14 ms    13 ms    13 ms  ae-115-3501.edge3.London1.Level3.net [4.69.166.1
30]
 12    15 ms    14 ms    14 ms  195.50.118.230
 13    14 ms    14 ms    14 ms  ae22-xcr1.lns.cw.net [195.2.30.61]
 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\Ann>

Sure Signal Serial no.: 21231983012

Many Thanks

[Anneyc]

Tried new ethernet cable- no change

[Anneyc]

Aggghh! Wasting too much valuable time over this... think we'll switch to O2 who we can get a decent signal from.... 

[Gemma]

Hi Anneyc,

Your Sure Signal hasn’t made contact with the network since 18 July at 12.56am.

The link you’ve sent above isn’t opening.

Please let us know your speed test result.

What’s the exact light sequence you’re now seeing?

Also, please test your Sure Signal at a different location to rule out a faulty unit.

Thanks,

Gemma

[Anneyc]

Hi, speed test result:

http://www.speedtest.net/my-result/3657916254

Earlier today I rang Netgear to check my router was set up correctly- he talked me through putting the sure signal into a reserved address and opened up all the ports, the DMZ server and NAT are open. Since doing this the light sequence changed, but I still have 3 flashing lights: 1 and 3 flash together, no. 2 flashes more slowly- 1 flash for every 2 flashes on the other 2. Every now and again the 3rd light stops flashing for a while. No chance of trying the router in a diffent location just now. Even went to the VF shop to get a new one- there's a shortage at the moment and none of my nearest branches have them in stock. Desperate to get mobile phone up and running!

[Retired-Matt_B]

Hi Anneyc,

I've put through a resync of your Sure Signal.

To complete this process, please follow the steps below:

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

Thanks,

Matt B

[Anneyc]

OK, did the reset- back to flashing power light and slower flashing web light. Any more suggestions?

[Retired-Kay]

Hi Anneyc, 

I'm afraid it sounds like it could be a faulty unit.

The only way to test this would be at a different location (such as a friend or family member).

Thanks, 

Kay