Sure Signal - not working

[natalie656]

Hi

I wondered if someone could help me. My sure signal has been down for the last 3 days and i've tired all the trouble shooting suggestions but i still can't get it to connect to the Internet.

I have one solid power light on, but it does change now and again to a sequence of flashing lights. I've never had any problems with it in the past, and its not my Internet connection as i have a laptop and two mobiles connecting to the Internet fine.

The serial number is 21230678258

Could someone have a look at it for me please?

[Ben_H]

Hi natalie656,

Thanks for posting. There are a number of things this could be down to. So we can effectively troubleshoot this with you, could you follow the Sure Signal guide and paste any template details it asks for on the page you get directed to? I'm confident we'll be able to sort it from there once we have more details.

Cheers, Ben

[natalie656]

Hi

That links not working.

Thanks

Natalie

[Retired-Andy]

Hi Natalie,

I’m sorry about that. The link should have taken you to our Sure Signal troubleshooting thread. You can see the correct page here.

Thanks

Andrew

[natalie656]

Hi 

sorry for the late response. I've tried all the troubleshooting stuff and it's still not working. I've run all the speed tests etc and posted the results below:

Download Speed: 1.61 mbps

Upload Speed: 0.47mbps

56 ping

Exteral I.P address - 176.27.140.79

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Natalie>tracert 212.183.133.177

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

1 1 ms 1 ms 1 ms myrouter.home [192.168.0.1]
2 * * * Request timed out.
3 33 ms 31 ms 31 ms ip-84-38-37-30.easynet.co.uk [84.38.37.30]
4 37 ms 30 ms 31 ms 89.200.131.187
5 30 ms 67 ms 30 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
6 69 ms 39 ms 47 ms AMDGW2.arcor-ip.net [195.69.144.123]
7 48 ms 65 ms 42 ms 188.111.129.21
8 59 ms 57 ms 93 ms 85.205.116.14
9 * * * Request timed out.
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 * * * 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.

Thanks

[Retired-Kay]

Hi natalie656, 

Thanks for posting this information, everything looks fine. 

To make sure everything is as up-to-date as possible, I’ve just resynced your device for you. To make sure the resync completes, can you perform a factory reset:-

Hold down the reset button until all the lights show/flash (about 30 seconds)
Keeping the reset button held down, remove then re-insert the power lead.
Once all lights display release the reset button.
The Sure Signal will come online in around 1 hour.

Let me know if you're still experiencing issues. 

Kay

[natalie656]

Hi

I've tried the reset a few times and its still not working.

Thanks

Natalie

[Retired-PaulE]

Hi Natalie, 

Are you able to try the Sure Signal on a different broadband connection to rule this out?

Paul 

[natalie656]

Hi

Yes i can try this, but i don't think its my internet connection as my laptop and phones connect to it fine.

I will try it tonight.

Thanks

Natalie