Sure Signal not working - no lights

[jamesburchell79]

Hi, my sure signal 2 box has been working fine for months until a few days ago when I noticed I had no phone signal and neither light was on on the sure signal. I have since tried a factory reset numerous times and get nothing. All I have is the power light. This does not come under any of the links on the troubleshooting post. Please help!

[jamesburchell79]

Hi, have done the trace route, but it seems to be never-ending -

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
1 192.168.0.1 (192.168.0.1) 0.997 ms 0.779 ms 0.734 ms
2 midd-bam-1.network.virginmedia.net (194.145.148.228) 25.496 ms 24.205 ms 24.049 ms
3 midd-core-2a-xe-021-2.network.virginmedia.net (82.0.242.173) 25.087 ms 25.084 ms 34.332 ms
4 leed-bb-1c-ae3-0.network.virginmedia.net (62.253.174.45) 25.703 ms 26.160 ms 26.313 ms
5 leed-bb-1a-ae10-0.network.virginmedia.net (62.253.174.21) 32.574 ms 26.467 ms 26.017 ms
6 nrth-bb-1b-as2-0.network.virginmedia.net (62.253.185.101) 33.528 ms 34.294 ms 33.086 ms
7 tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18) 58.587 ms 35.292 ms 35.223 ms
8 ldngw1.arcor-ip.net (195.66.224.209) 42.489 ms 39.213 ms 39.837 ms
9 85.205.116.2 (85.205.116.2) 37.111 ms 37.702 ms 36.971 ms
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[Retired-Wayne]

Hi jamesburchell79

Traceroute looks absolutely fine. The packets hit our servers at hop 9 (which is why the rest is starred out) with no latency issues.

Can you try Simons other suggestion?

Thanks

Wayne

[jamesburchell79]

Thanks Wayne, unfortunately, I don't have any options to try the sure signal on an alternative internet connection as we're in the middle of nowhere - hence the sure signal!

Last night I found the box with a flashing phone light only, but having come back to it today, its back to just a steady power light.

[Retired-Wayne · Accepted solution]

Hi JamesBurchell79

Can you try this for me?

-          Log into the admin page for your router

-          Find the field for ‘MTU’ (This differs depending on make and model of router so you’ll need to hunt around for it)

-          Set the MTU size to 1500

-          Log out of the router and reboot it (If it doesn’t do it automatically)

-          Perform a hard reset of the Sure Signal unit

-                      Hold reset button until all the 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 of the lights to come on then release the reset button

-          The Sure Signal unit will then try to contact the network and download its profile. This can take up to 4 hours.

Please let me know how this goes for you and if it helps the problem.

Thanks

Wayne

If you have a spare minute could you please take the time to fill out a short feedback form about me?

You can do so here

[jamesburchell79]

Thanks Wayne, I've changed the MTU value to 1500 as instructed and rebooted router and factory reset the sure signal. My sure signal now has a flashing phone light only on it. 

[Retired-Wayne]

Hi jamesburchell79

Thanks for letting me know James. Keep an eye on it over the next four hours and let me know how it goes.

Thanks

Wayne

[jamesburchell79]

Hi Wayne, 

Took a little longer than 4 hours, but it has been working all day today. Thanks very much for your help

James

[Retired-Wayne]

Hi James,

Thats excellent news! How long did it take out of interest?

If you have a spare minute could you please take the time to fill out a short feedback form about me?

You can do so here

Thanks

Wayne

[jamesburchell79]

I think it was working before midnight so probably somewhere between 6 or 7 hours. Thanks again.

[stevenlevy]

i have reset my vodfone sure signal it is a v1

i turned it on held the reset button for 30 seconds the lights wendt on one by one and i thin removed the power lead still holding the reset i then replaced the power lead still holding the reset and again the light went on one by one and then i left it.

i then waited and notw there are no lights on the front but there is a light where the rj45 was plugged  in

the serial number is 21230711646