Sure Signal can't access router

[TimG2015]

My Sure Signal has been working fine for 3 months, then part way through yesterday (15/12/15) it stopped working. It has a red flashing light and a steady orange phone light - the Quick Setup Guide tells me "Your Sure Signal  can't access your router - please check your router settings (IP issue)".

The S/S device is: "Alcatel-Lucent 9361 Home Cell p3.0"

The router is a BT Home Hub 5 with the steady blue light on and a working internet connection.

The yellow Ethernet cable is correctly connected between the S/S and the hub.

The S/S was purchased from a Vodafone store and worked first time straight out of the box with no router setting changes.

I would be very grateful for some advice and guidance on how to rectify the problem - please no tech speak!

[BandOfBrothers]

Hello. 



Please take a look through these Sure Signal Trouble Shooting threads :


https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting/td-p/23917...


http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Troubleshooting-Please-read-before-posting/td-p/...


as these may help to resolve issues. They have links to the key things you can do to try and self resolve the issue you are experiencing.



FAQs : https://support.vodafone.co.uk/Network-and-coverage/Sure-Signal/

To note the Sure Signal Device comes with a 24 month warranty.

[DaveCD]

@TimG2015

@BandOfBrothers has posted some great advice here to follow.

Just to add, if your router has had a recent update, please check that the Smart Setup option on your router hasn't been enabled.

If this doesn’t resolve your query, please post the following information:

• Your speed test results

• Your ping test results

• Your external IP address

• The Sure Signal Serial number

• The lights you're seeing on the Sure Signal

• 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

• Paste the output of this command into your reply

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