Sure Signal not working

[HMP]

The sure signal has stopped working. Have tried resetting it and have followed the troubleshooting guide. I can see from my router it has an IP address but it just sits there with a solid power light an nothing else.

There have been no changes to my Internet router or configuration, everything else is working ok.

It's a sure signal 1 Serial Number 21223129251.

[Retired-Matt_Vo]

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

[HMP]

Speed Test Result:

Ping 17ms

Down: 15.82

Up: 15.44

PingTest:

Ping 12ms

Jitter 2ms

External IP: 146.200.27.136

Tracert:

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

  1    25 ms    99 ms    99 ms  dsldevice.lan [192.168.1.254]
  2     8 ms     8 ms     7 ms  lo0.10.central10.ptw-bng01.plus.net [195.166.128
.170]
  3     7 ms     7 ms     7 ms  irb.10.ptw-cr02.plus.net [84.93.249.2]
  4     7 ms     7 ms     7 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  5    11 ms     7 ms     7 ms  ae1.pcl-cr01.plus.net [195.166.129.1]
  6     8 ms     7 ms     9 ms  xe-11-2-0.edge3.London2.Level3.net [212.187.201.
213]
  7    14 ms    14 ms    15 ms  vl-3201-ve-128.ebr2.London2.Level3.net [4.69.202
.177]
  8    14 ms    16 ms    14 ms  ae-41-41.ebr1.Paris1.Level3.net [4.69.159.82]
  9    14 ms    14 ms    14 ms  ae-71-71.csw2.Paris1.Level3.net [4.69.161.82]
 10    14 ms    20 ms    14 ms  ae-2-70.edge5.Paris1.Level3.net [4.69.168.72]
 11    24 ms    25 ms    23 ms  CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200.
78]
 12    16 ms    16 ms    16 ms  195.2.9.193
 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.

Sure Signal serial number:21223129251

[Retired-Andy]

Hi HMP,

Your speed test, ping test and traceroute are fine.

Your IP address isn’t showing on our whitelist.

When I check it, it’s showing as based in the USA.

If this is the case, we can only allow UK based IP addresses on the whitelist.

Thanks,

Andy

[HMP]

My ISP is Plusnet who are based in Sheffield and I am in Kent.

On the SpeedTest from the link that was provided, it knows that my IP is in Sheffield and uses Leeds as its test server. You can see this from the screenshot I have attached in the bottom right hand corner.

I have spoken to Plusnet who have reset my connection and I now have a new IP of 46.208.218.9 and the box is now working.

Can you have a look into why you are classifying the old IP range as from the US.

[Retired-Andy]

Hi HMP,

Thanks for the update; it’s great to see your Sure Signal is now working.

I’m unable to explain why your old IP address was showing as being based in the USA.

Thanks,

Andy