Sure Signal V3 not working for over a week

[monty_gs]

Hi,

I recently upgraded from a V1 to a V3 and all was working well until just over a week ago when I lost service.  I have reset, re-registered, unplugged for a period of time etc and all to no avail.

I have the solid red power light and the next light is pulsing white and nothing else.  I have done the tests as requested...

Serial number: 43161690581

Download speed: 17.82

Upload speed: 2.00

ISP is Talktalk

Traceroute output:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 11 ms <1 ms <1 ms 192.168.1.1
2 6 ms 6 ms 6 ms 79-77-64-1.dynamic.dsl.as9105.com [79.77.64.1]
3 7 ms 7 ms 7 ms host-78-151-224-29.as13285.net [78.151.224.29]
4 8 ms 7 ms 7 ms host-78-151-238-28.as13285.net [78.151.238.28]
5 8 ms 8 ms 8 ms host-78-144-13-151.as13285.net [78.144.13.151]
6 7 ms 8 ms 8 ms host-78-144-0-124.as13285.net [78.144.0.124]
7 8 ms 7 ms 7 ms ae10-xcr1.hex.cw.net [195.2.23.141]
8 9 ms 8 ms * ae18-xcr1.lnd.cw.net [195.2.24.157]
9 9 ms 8 ms 8 ms ae15-xcr1.lns.cw.net [195.2.30.114]
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.

Please can someone offer me some assistance with this?  I use the Sure Signal for work and personal calls and it is having a serious impact on me as I live in a proper notspot.

Many thanks,

Matt

[Retired-Charles]

@gazzalj - 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.

[gazzalj]

Hi

Please find requested info below using your links:

Speed test

Ping: 8ms

Download: 33.58Mbps

Upload: 29.32Mbps

Ping test

Ping: 10ms

Jitter: 2ms

IP Address: 89.197.44.106

IPV6 Address: ::ffff:59c5:2c6a

Tracert:

Tracing route to 212.183.133.177 over a maxiumu of 30 hops

1 1ms 1ms (1ms ciscoasa.bgb.bgbeng.co.uk (192.168.0.254)

Sure signal serial numbers are:

42142815861

42152649531

If you require any further info please let me know

[Retired-Charles]

@monty_gs - Sorry about the timescale, as Rahim mentioned previously there's still further work being done with your Sure Signal.

As soon as there's an update, Rahim will be in touch.

[anniemad]

I am having the exact same problem for the last two weeks nothing helps and all vodaphone say is they have a problem and don't know when it's going to get sorted it's not good enough for customers who need sure signal to work I think we should go to our local press?

[Retired-Charles]

@anniemad - 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.

[anniemad]

Do you need me to do the steps above or is there still on going work your end?
Serial number is 42160599611

[drey_p]

---

@anniemad wrote:
Do you need me to do the steps above or is there still on going work your end?
Serial number is 42160599611

---

Please complete the steps as requested here@.  The reference to ongoing work was in relation to @monty_gs SureSignal device and wasn't a general statement. 

[anniemad]

Hi sure signal still nott working?
Ping 29
Download 9.0
Upload 0.9
From pc. Is not recognised as an internal or external communication
109.147.95.233
Serial no. 42160599611

Please can someone look into this as we rely on our sure signal and it's has been fine in the past few years. It's now nearly 3 weeks

[Retired-EricChe]

@anniemad

Please could you also provide us with your traceroute following these steps;

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.

[Hamster_tango]

Me too, I phoned in on Friday about our two sure signals we use for our home business as in a signal black spot and neither are giving out service.
Both show solid red light, solid world signal and solid world/bar lights.
They said on the phone on Friday that both were communicating with thier servers as normal but neither are working this end. None of the 5 users can get service on either however. My router has had no firmware updates and nothing else has changed my end... I've done all the troubleshooting on Friday and it's now Sunday and not resolved.
I was reading another post where the issue they had was resolved by fixing a problem where registered users were sat in some sort of 'legacy' account and wondering if that might be the problem for us?
One of my serial numbers is 42151645555
I don't really want to unplug the other unless necessary, hopefully you can find our account using that serial number.