Sure Signal not working

[suzytrotter]

My Sure Signal box has stopped working and we cannot make or receive mobile calls. I'm really very new to this and I don't understand lots of the terminology. The boe serial number is 21230681872. Can someone possibly do something your end (I've read posts about resetting and resyncing - it will make an old lady very happy! Thanks for your help xx

[suzytrotter]

Please could you try resyncing it from your end thansks

[suzytrotter]

I'm really sorry to be a nuisance but please could I ask somebody to help me ty xx

[suzytrotter]

Please could you resync my sure signal at your end as it has stopped working and never been resynced so am hoping that's the problem. Serial number is  21230681872 Thanks

[Retired-Andy]

Hi suzytrotter,

Sorry for the delay in replying to your post.

We’re very busy at the moment and it’s taking longer than we’d like to respond.

I’ve resynced your Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• 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 the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Cheers,

Andrew

[suzytrotter]

Thanks for your reply Andrew. I did the factory reset how you said - I didn't get all four lights on at any point but they flashed. Since then I have had a array of flashing lights but still only the power light on solid for any length of time - at one point the second light was on solid for a few seconds but then went out. It's now well over the hour. What should I try next?

Once again I really appreciate your help

[Retired-Dave]

Hi suzytrotter,

It sounds like there's something else getting in the way. If you can get us a little more information it'll get us a better idea of what's going on. Don't worry, we'll talk you through what we can to make it easy to follow.

Can you post the following for us?

 - Your speed test results from here.
 - Your ping test results from here.
 - Your external IP address from here.

Can you also follow these steps to run a traceroute and post the results?

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 into your reply.

On a Mac

 - Open Terminal (Applications, Utilities)

 - Type traceroute 212.183.133.177 and press Enter

 - Paste the output into your reply.

Thanks

Dave