Sure Signal not working! Please help!

[jrainey31]

Having had a sure signal working well for a number of years it's suddenly stopped working and has been basically redundant for 10 days now which means no signal at home at all!. I've tried all trouble shooting methods but to no avail!

Absolutely no point being with voda without sure signal working!!

Any suggestions?

Many thanks!!

[Gemma]

Hi @jrainey31 

Please let us know: 

What light sequence you're seeing.

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,

Gemma

[jrainey31]

Hi Gemma  - Thank you for the reply.

The red power light is on but that's the only light.  Nothing flashing or anything.  I've had the sure signal for a few years with no problema and without warning it's just stopped working.

Here is the information you requested.

Download Speed - 28.55 Mbps

Upload Speed - 6.89Mbps

Ping - 46ms

Jitter - 4ms

tracert 212.183.133.177

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

  1     8 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    27 ms    28 ms    27 ms  31.55.185.136
  5    46 ms    27 ms    27 ms  195.99.127.136
  6    28 ms    28 ms    28 ms  core4-hu0-1-0-0.faraday.ukcore.bt.net [195.99.12
7.50]
  7    28 ms    27 ms    27 ms  62.6.201.233
  8    39 ms    31 ms    36 ms  lndgw2.arcor-ip.net [195.66.224.124]
  9    30 ms    29 ms    29 ms  85.205.0.93
 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

I hope you can help!

Many thanks

[Jenny]

Hi @jrainey31

Everything you’ve posted looks fine.

Please get back to us with your Serial number and we can check everything further.

Thanks,

Jenny

[jrainey31]

Hi

The serial number is

40114512292

Please Help!

Many thanks!

[Amanda]

Hi @jrainey31 

Thanks for getting back to us. 

Please try a different Ethernet cable, and also try your Sure Signal at a different location.

This will rule out any issues with the device itself.

Thanks,

Amanda  

[jrainey31]

Hi

I have tried all you have suggested but to no avail. I honestly think there is a technical problem!! Please advise me on what I should do now as this has gone on too long.

many thanks

[Jenny]

Hi @jrainey31

We need some more info so we can help further:

• What happened when you tried this at another location? Did you see any of the other lights working?
• What light sequence do you get now or do you still only get the power light?     
• When you tried the new Ethernet cable, did you also try using another port?

Thanks,

Jenny

[jrainey31]

Jenny.

im sure you can understand my frustration here but I have a phone that im £35 a month for that I can't use!

1 No other lights on just power light.

2 No other ports available.

This sure sign box in my opinion has seen better days!

Please advise.

[Retired-Rodney]

Hi @jrainey31,

We'll need to take a closter look at your device. Please see our website for information on how to send this into us.

Thanks,

Rodney