Sure Signal no longer working

[jde20]

Hi,

I've had a version 1 Sure signal (4 lights) for about 16 months, it's been working perfectly until just over a week ago. There were some local powercuts, and since then it's not playing ball.

I've tried resetting it as directed. On saturday, I used the IMCS to a chap called Adam, who guided me through a few things, then liased with the technical team, I had to go out, he thought a resynch would fix things.

I've waited >24h, still no joy.

Light 1 is lit, no other lights doing anything.

Serial Number: 21230699973

SpeedTest: Ping 36ms, Download 6.89Mbps, Upload 0.36Mbps (has been this consistently for >1 year)

Ping test: Packet loss 0%, Ping 31ms, Jitter 3ms

IP address 86.170.212.205

tracert 212.183.133.177

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

1 400 ms 1 ms <1 ms api.home [192.168.1.254]
2 28 ms 29 ms 29 ms 217.47.250.58
3 29 ms 28 ms 29 ms 217.47.200.145
4 29 ms 29 ms 29 ms 213.1.69.146
5 28 ms 29 ms 29 ms 217.41.168.57
6 30 ms 29 ms 29 ms 217.41.168.107
7 29 ms 30 ms 30 ms acc1-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net [109.1
59.249.74]
8 30 ms 31 ms 31 ms core2-te0-7-0-16.faraday.ukcore.bt.net [109.159.
249.9]
9 30 ms 30 ms 29 ms peer1-xe8-0-1.telehouse.ukcore.bt.net [109.159.2
54.175]
10 33 ms 31 ms 31 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 31 ms 31 ms 30 ms 85.205.116.2
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 etc

Any help would be most appreciated!

[Retired-James]

Hi jde20,

Thanks for your post here.

From all of the details that you have provided and from the registration, I can’t see any issues as it did update at 22:12 last night.

Can you confirm if you are still having trouble today?

If yes, I would recommend trying the unit on a new connection as it is possible that the unit is faulty and this test would help us identify a setup or equipment issue.

James

[jde20]

James,

Many thanks for the reply. I have it connected directly to my Bt homehub (version 2.0), I have rebooted this and tried setting port clamping (which I never had to set before), I've tried changing the ethernet patch cable to no avail.

I haven't got access to another location to attempt to connect.

It's still not working, the first light is on, but none of the others.

James

[Retired-Kay]

Hi jde20, 

In this case you can follow the instructions in our repairs thread so that we can test the device and fix it if it is faulty? 

If the Sure Signal isn't faulty you would need to speak to your Internet Service Provider as the issue will then be with your connection. 

Thanks, 

Kay

[jde20 · Accepted solution]

I got a new Sure Signal (v3), plugged it in, after a few hours it started working. I can only, therefore, summise that the version 1 is faulty.

Wow, did I miss it.

I learnt a lot about ports though...

Thanks for help

James