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!

[Retired-Andy]

Hi stevenlevy,

I can see we responded to your other Sure Signal post here, yesterday.

We’ve received the email you sent in and will be with you as soon as we can.

Cheers,

Andy

[stevenlevy]

Thank you for your email

the reason i sent a further message was that after looking at the sure signal it has no lights on it i tried a reset but no luck they come one ibut after a period of time they go off  does this suggest it is dead

the serial number of the one that is now not working is 21230711646

the other one has now been registered and i believ it is working. can you please check that one too the serial number is 40112518390

[Retired-Dave]

Hi stevenlevy,

The Sure Signal ending 390 connected with our servers yesterday.

The one ending 646 shows as re-registered on 7 January, but it has not connected since last April.

I've given it a resync, so give it a fresh reset following these extended steps:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

If that doesn't sort it, are you using the two Sure Signals on the same connection?

Also, have you tried connecting the Sure Signal which isn't working to the cable and router socket used by the one which does work?

Dave

[stevenlevy]

ty for your response

 am using the sure signals at two different locations.

since you re sync i now get the power light green can you see if it has connected to your servers.

can you chack the serial number - 21230711646 (version 1)

i received a message saying the one ending in 390 - had been de registered so i have had to re register that one can you please make sure that one is connected.

many thaks

are there ay lights o show that the version 1 is working and connected

[stevenlevy]

further to earlier reposne. after 30 minutes no lights i think the sure signal is dead. is there anything i can do

[stevenlevy]

this is the trace result

Microsoft Windows [Version 6.2.9200] (c) 2012 Microsoft Corporation. All rights reserved.

C:\Windows\system32>tracert 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  192.168.1.1   2    49 ms    21 ms    21 ms  host81-139-128-1.in-addr.btopenworld.com [81.139 .128.1]   3    23 ms    21 ms    21 ms  213.120.178.141   4    22 ms    23 ms    22 ms  213.120.177.98   5    22 ms    23 ms    24 ms  213.120.178.67   6    23 ms    22 ms    22 ms  217.41.168.107   7    22 ms    22 ms    22 ms  109.159.249.116   8    27 ms    93 ms    25 ms  core2-te0-15-0-14.faraday.ukcore.bt.net [109.159 .249.17]   9    23 ms    25 ms    22 ms  peer1-xe8-0-1.telehouse.ukcore.bt.net [109.159.2 54.175]  10    24 ms    37 ms    59 ms  lndgw2.arcor-ip.net [195.66.224.124]  11   129 ms    71 ms    88 ms  85.205.116.6  12     *        *        *     Request timed out.  13     *        *        *     Request timed out.  14     *        *        *     Request timed out.  15     *        *

[Gemma]

Hi stevenlevy,

I can see Sure Signal number 40112518390, connected to the network at 17:28 yesterday.

Is this one all up and running?

Sure Signal number 21230711646, still hasn’t connected to the network.

If you’re not seeing any lights, then the Sure Signal is faulty.

You can send it for repair, for more information please see here.

Thanks, 

Gemma

[stevenlevy]

It's a version 1 are they worth repairing ?


 sent from my iPhone

Regards,

(Personal information removed for security)

[Retired-Andy]

Hi stevenlevy,

It is possible to repair a version 1 device but, as it’s out of warranty, the repair will be chargeable.

You may wish to consider a version 3 Sure Signal, which will come with a 2 year warranty.

Cheers,

Andy

[JillBurkinshaw]

My Sure Signal Version 2 isnt working not moved it or anything just noticed poor phone signal so checked it but no lights are on ie no power