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mchute · ‎25-09-2013

Hi,

My suresignal v2 (9361 Home Cell V2-V) has stopped working after moving house. I have performed a reset and changed my address through the online portal.

I am using Sky Broadband (new connection) and enabled a static address and port forwarding. I can see from the logs that the device is talking externally and there is communication back to the device.

I get the static light showing a connection has been established but am unable to get any of the phones to connect

Serial Number of the device is: 40123261717

Any help would be appreciated

Jenny · ‎25-09-2013

Hi mchute,

I’ve taken a look through everything you’ve provided and it all looks ok.

Some of your hops are a little high but as long as they’re under 300 it should be fine.

I just want to check that your postcode has updated. Your Sure Signal is registered to the same postcode that you’ve listed in your forum profile. Is that correct?

Your Sure Signal last connected with the servers this morning, so it’s definitely connecting ok.

I’ve re-synced this for you today, please complete this process by performing a factory reset as follows:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

Let me know how you get on.

Thanks,

Jenny

View solution in original position

Retired-Matt_Vo · ‎25-09-2013

Hi

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:

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

Matt
Moderator

mchute · ‎25-09-2013

Hi Please see the results below:

http://www.speedtest.net/ give a ping of 31ms Download of 3.70 Mbps and upload of 0.67Mbps

http://www.pingtest.net/ says line quality B, ping 32ms, Jitter 14ms

http://www.whatsmyip.net/ gives address of 5.71.144.197

Sure Signal Serial Number is: A010137B045153

1 1 ms <1 ms 1 ms 172.100.30.254

2 * * * Request timed out.

3 42 ms 208 ms 208 ms te2-0-0.ar8.hobir.isp.sky.com [89.200.135.174]

4 27 ms 30 ms 190 ms ip-84-38-37-92.easynet.co.uk [84.38.37.92]

5 34 ms 177 ms 125 ms ae99.edge3.London2.Level3.net [212.187.201.57]

6 161 ms 213 ms 208 ms ae-0-11.edge4.London2.Level3.net [4.69.200.126]

7 209 ms 98 ms 102 ms ae-3-3.ebr1.London1.Level3.net [4.69.141.189]

8 81 ms 208 ms 207 ms ae-42-42.ebr1.London1.Level3.net [4.69.167.22]

9 102 ms 208 ms 207 ms ae-58-113.csw1.London1.Level3.net [4.69.153.122]

10 38 ms 176 ms 37 ms ae-122-3508.edge4.London1.Level3.net [4.69.166.13]

11 39 ms 42 ms 122 ms 195.50.122.66

12 165 ms 172 ms 143 ms 85.205.116.10

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.

This has been working fine on the same provider and router for the last 18months and only stopped since I moved house about 10 days ago. The sure signal has been off for about 10 days

mchute · ‎25-09-2013

Also I have now hard reset the Sure Signal 4 times, twice yesterday with about 3 hours between and then twice today (24 hours+ after the initial resets)

I have a static light (for the light showing as wireless) and no 2nd light when the phones connect

Jenny · ‎25-09-2013