Sure Signal, constant two flashing white lights

[skippylee]

Hello

I have the two flashing white lights on my SS. My serial number 40120955279. I've used it for around two years and its been fine but for the last few weeks it has not worked. I've tried resetting it to no avail. 

Can it be sorted out please?

Thanks

[RoySureSignal]

Hi there,

I am having a similar issue. Both white lights having been flashing constantly for 4+ days now. I've reset (pulling lead out while reset held in type of reset) and waited 24hrs but no change.

My SS2 serial number is 40113834523

My external IP is 87.115.40.158

Results of tests are as follows:

http://www.speedtest.net/my-result/4894068264 

http://www.pingtest.net/result/135625115.png

Traceroute results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  dsldevice (192.168.1.254)  49.056 ms  97.305 ms  99.875 ms

 2  lo0-central10.pcl-ag01.plus.net (195.166.128.182)  47.882 ms  48.071 ms  47.932 ms

 3  link-a-central10.pcl-gw01.plus.net (212.159.2.160)  48.969 ms  47.679 ms  48.177 ms

 4  xe-10-0-0.pcl-cr01.plus.net (212.159.0.192)  47.939 ms  47.110 ms  47.465 ms

 5  ae1.ptw-cr01.plus.net (195.166.129.0)  48.422 ms  48.601 ms  47.395 ms

 6  ldngw1.arcor-ip.net (195.66.224.209)  48.504 ms  50.430 ms  49.946 ms

 7  85.205.0.86 (85.205.0.86)  49.194 ms  50.112 ms  50.152 ms

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Hope you can help get me back with signal ASAP!

Thanks,

Roy

[Rahim]

@RoySureSignal We're sorry to hear you've been having trouble with your Sure Signal. 

We've checked your account and can see that your Sure Signal has recently updated and your IP address is within range. 

We've resynced your Sure Signal to resolve this issue. 

Please allow up to 24 hours for your Sure Signal to regain connection and perform the following reset.

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

[RoySureSignal]

Hi Rahim,

Thanks for the reply.

I waited over 24 hours and carried out the instructions for the reset. I waited 1 hour but this has not fixed the issue. I repeated the reset after the hour and waited another hour but still no joy.

What's the next thing to try? It's been well over a week now with no signal! Starting to get quite annoyed.

Regards,

Roy

[Retired-Wayne]

@RoySureSignal

Can you please perform a speed test again?

The one you’ve listed above is no longer available.

Your ping test results look very slow. So we need to check the speed as well.

[RoySureSignal]

Hi,

http://www.speedtest.net/my-result/4915199279

http://www.pingtest.net/result/136033917.png

Look forward to hearing back from you soon!

regards,
Roy

[Jenny]

@RoySureSignal  - Your speed tests look fine, but as Wayne said, your original ping results looked a little high. Your recent one looks much better though. If you do a few of these, what’s your average result?

It’s a massive difference going from 2261ms to 67ms. Your original one was done at 10.10am - if you try this again both in a morning and evening, are the results still much higher in the morning?

If so, you’ll need to contact your ISP to see if there’s anything they can do to help, as everything else is looking fine.

[RoySureSignal]

Hi Jenny,

Thanks for the response.

I will try a few of these tests again to get an average result and report back. However! Are you telling me that I now need to contact my ISP to get my sure signal working?!

If I contact my  ISP what am I actually asking? What should my 'ping' result be? Is this why my sure signal is still constantly flashing the two white lights?

I've had no signal in my house for 3+ weeks now which is getting extremely annoying. For a long term customer with Vodafone, I'm not impressed.

Once again, I would appreciate a timely response.

Regards,
Roy

[Retired-Wayne]

@RoySureSignal

We’re not saying that you need to speak to you ISP in order to get your Sure Signal working.

The Sure Signal has a set of requirements in order for it to work. As your line at one point displayed massive delay, we need to make sure that the line is ok and is meeting the minimum requirements.

Let us know your further test results.

If you do speak to your ISP, you need to explain how bad the ping was when you tried it the other day and ask them to test the line for you, to see if there are any issues.

[RoySureSignal]

Hello,

I have carried out a few ping tests morning and evening and they are averaging 64 - 120 ms. I have also contacted my ISP who has confirmed the line is stable and service is within estimates. I explained my ping tests and they said that this is good and there should be no issues with the broadband/internet restricting the sure signal.

What next?

Will I get signal for Xmas?!

Regards,

Roy

[Retired-Wayne]

@RoySureSignal

Your Sure Signal hasn’t connected to our servers since the beginning of December.

Can you confirm that you’ve opened all the necessary ports on your router?

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of port numbers and IP addresses that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Ports and Protocols:

8 – TCP/UDP                 (All routers)

50 – TCP/UDP               (All routers)

53 – TCP/UDP               (Virgin Super Hubs)

67 – UDP                      (Virgin Super Hubs)                                                    

68 – UDP                      (Virgin Super Hubs)                                        

123 – UDP                    (All routers)     

500 – UDP                    (All routers)     

1723 – TCP/UDP           (BT Home Hubs)          

4500 – UDP                   (All routers)     

33434 – 33445 – UDP    (Virgin Super Hubs)

Destination IP Addresses:

212.183.133.177

212.183.133.178

212.183.133.179

212.183.133.181

212.183.133.182

212.183.131.128