Sure Signal not working

[rnm]

My SS hasn't worked for some time. I wonder whether it has anything to do with system upgrades on my android phone?

Symptoms. Mostly got just one light on, sometimes none even though there is no problem with the power connection. Then sometimes get two lights but never the fourth. My internet connection is strong. I am a BT Infinity user but cannot check port forwarding ( = port clamping??) on the router because I do not know the name of the SS application. The SS is recognised as a connected device however. We have very poor signal in this part of Cambridgeshire. I need this fixed, otherwise there is no point in having SS and I will have to try and find a provider with better coverage. Ihave tried the full restart procedure for the SS but that didn't help.

[drey_p]

Hi there

Please go through the Sure Signal Troubleshooting thread as this may help you to resolve your issue.  It has links to the key things you can do to try and resolve the issue you are experiencing.

From what you describe, it sounds like the SureSignal isn't connecting to the router, so the first link in the troubleshooting will help you with that.  It may also be an idea to try a different power supply (if it is a version 1 or 2 device) as a faulty power supply can cause all sorts of issues.

[rnm]

AS my message indicated, I have been through the troubleshooting guide without success. Please consider my question.

[drey_p]

So you have reset your router and the SureSignal and tried a different ethernet cable.  How long ago was this, as it can take about 6 hours or so (sometimes overnight) for the SureSignal to connect.

If it still doesn't connect, please go through the steps here

[BandOfBrothers]

Hello @rnm

If convenient you could speak to Customer service.

This is from a recent post " Customer service support-> Call 03333 040 191 then take option 2 three times and finally option 5 – straight to the Sure Signal team."

I hope this is resolved ASAP for you. 

[rnm]

Kay, here is most of the info you requested. However, the instructions you gave for the traceroute command don't seem to apply to the Windows 10 set up I have on my PC. I can't find a 'run' box. Otherwise, my info is:

Issue: SureSignal has not been working properly for several months. The signal has become increasingly intermittent. Vodafone coverage is very poor here (CB23 2TX) and has been for the last 5 years. Currently, my phone mostly shows ‘no signal’ in my home.

Light sequence: Just the power light. Restarting shows the expected sequencing but then it returns to the one light only.

Speed: Download 25.98 mbs; upload 3.41 mbs.

External IP address: 86.168.67.243

SureSignal serial number: 21225085568

[drey_p]

Hi @rnm

On Windows 10, to get the run box, just press the Windows key and R - you will get the run box pop up.

Just so you're aware, I will shortly merge this thread with your existing one on the same topic. 

[rnm]

Kay. Re the traceroute command, I have found a black box titled 'command prompt' with a flashing cursor for an entry. Is this where I should type in the instruction you listed?

[drey_p]

@rnm - I have merged your new post with the existing thread you have.  Please could you keep all posts about this issue in this thread.  It prevents duplication of information.

To answer your question, yes, once you have the command prompt launched, you can then type the tracert command. 

[rnm]

The traceroute results are pasted below. Hope we can get this sorted now!:

Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Roger>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms    <1 ms    <1 ms  BTHomeHub.home [192.168.1.254]
  2     9 ms     8 ms     8 ms  217.32.145.1
  3     8 ms     8 ms     7 ms  217.32.145.30
  4    14 ms    13 ms    13 ms  212.140.235.138
  5    13 ms    13 ms    13 ms  213.120.180.175
  6    14 ms    13 ms    14 ms  213.120.179.83
  7    13 ms    13 ms    13 ms  acc2-xe-10-2-0.sf.21cn-ipp.bt.net [109.159.251.197]
  8    19 ms    18 ms    19 ms  109.159.251.39
  9    24 ms    22 ms    32 ms  peer1-xe3-0-1.telehouse.ukcore.bt.net [109.159.254.219]
 10    22 ms    22 ms    24 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    20 ms    20 ms    20 ms  85.205.0.93
 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     *