Sure Signal not working

[Carllivett]

Just moved address and now my version 1 sure signal is not working. Have de-registered and re-registered it under the new address and selected first floor. I have a solid green light on and the 2 lights next to the Ethernet are flashing. Neither of our 2 iphones are connecting to it! Have also tried holding the reset button for 30 secs until each light flashes and of course turning the power off and on!

[Retired-Laura]

Hi @Carllivett 

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,

Laura

[Carllivett · Accepted solution]

Hi here's the details from the tests:

Ping: 31ms

Download speed 9.71mbps

Upload: 2.09mbps

Ping Test:

Line Quality B*

Ping 23ms

Jitter: 1ms

IP Address: 78.33.118.218

VSS Traceroute command:

C:\Users\ HPlaptop>tracert 212.183.133.17

Tracing route to 212.183.133.17 over a maximum of 30 hops

1 1 ms <1 ms <1 ms 192.168.1.1
2 1 ms 1 ms 1 ms 78-33-118-210.static.enta.net [78.33.118.210]
3 19 ms 19 ms 19 ms lns12.the.dsl.enta.net [188.39.0.6]
4 19 ms 20 ms 34 ms te3-3.the.dist.dsl.enta.net [188.39.0.5]
5 23 ms 22 ms 19 ms te2-2.telehouse-east3.dsl.enta.net [78.33.141.81
]
6 20 ms 19 ms 20 ms te5-6.telehouse-east2.core.enta.net [62.249.192.
125]
7 20 ms 19 ms 20 ms te0-1-0-1.telehouse-east4.core.enta.net [188.39.
127.129]
8 20 ms 20 ms 20 ms te0-0-0-0.telehouse-east3.core.enta.net [188.39.
127.150]
9 22 ms 22 ms 23 ms lndgw2.arcor-ip.net [195.66.224.124]
10 21 ms 20 ms 21 ms 85.205.0.86
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * ^C

[Retired-Matt_B]

Hi @Carllivett,

Could you please let us know the Sure Signal serial number too?

We can then investigate this for you.

Thanks,

Matt B

[Carllivett]

Hi Matt,

Sure Signal serial number is: 21231815628

cheers

c

[Retired-Sarah]

Hi @Carllivett    

The Sure Signal is last showing connected to us on 03 December at 02:21.

So we can get this updated, please perform the below reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Thanks,

Sarah

[Carllivett]

Hi Sarah,

I have preformed this multiple times since the 3rd Dec, do you still require this reset to be done again?

Carl

[DaveCD]

@Carllivett 

Everything provided looks fine.

So we can rule out a fault with the Sure Signal, please use a different Ethernet cable and try it at another location such as a friend or family members.

DaveCD 

[Carllivett]

Have tried new ethernet cable and previously tried a different location and all worked fine.