Sure Signal not working

[spiderlisa]

Just got back off holiday and my phone is failing to connect with my Sure Signal.  Have tried resetting it and resetting the router but this hasn't worked and all that appears is the power light.  Have also left it several hours to see if this works but it doesn't!  Any suggestions...?

[Retired-James]

Hi spiderlisa,

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

James

[spiderlisa]

Hi James - Still haven't had any joy with the troubleshooter forum so here's the information you asked for:

Sure signal serial number = 40112864414

 Ping test result = line quality B*   Ping 55ms Jitter 1ms   Server: Maidenhead  ISP:BT 2.4/5

 IP address = 86.172.54.117

 Speed test results = ping 115ms  download speed 4.15mbps   Upload speed 0.36 mbps

[spiderlisa]

Trying to get the trace route to you too but it won't let me copy it!

[spiderlisa]

Hi James ,

Have attached a copy of the traceroute results below,

Thanks,

Lisa

[Retired-Dave]

Hi spiderlisa,

Those figures all look OK.  The first step of the Sure Signal is a little high, but it's well within the limits.

I've resynched for you, so you'll need to do another reset.

For Sure Signal version 1 or 2:

• 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.
• The Sure Signal will come online in around 1 hour.

For Sure Signal version 3:

• 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.
• The Sure Signal will come online in around 1 hour.

If that doesn't sort things, can you let us know what lights you're seeing on the Sure Signal? Different combinations mean different things.

Dave