Sure Signal not working

[mn2]

Hi,

My suresignal stopped working before Xmas.  here are the results from all the tests, please help!

Sure signal serial no: 40111023707

IP address:5.81.238.210

Speedtest: ping 50 ms, download 2 .4 ms, upload 0.34 ms

http://www.speedtest.net/my-result/3209507924

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\cwmsawdde>tracert 212.183.133.177

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

  1     2 ms     2 ms     4 ms  BThomehub.home [192.168.1.254]
  2    31 ms    33 ms    31 ms  esr10.birmingham6.broadband.bt.net [217.41.221.1
41]
  3    32 ms    32 ms    31 ms  217.41.221.77
  4    32 ms    34 ms    32 ms  213.1.69.14
  5    32 ms    32 ms    32 ms  31.55.164.102
  6    32 ms    32 ms    32 ms  31.55.164.77
  7    32 ms    31 ms    32 ms  31.55.164.107
  8    33 ms    32 ms    32 ms  acc1-10GigE-0-1-0-5.bm.21cn-ipp.bt.net [109.159.
248.90]
  9    38 ms    39 ms    40 ms  core1-te0-15-0-16.ealing.ukcore.bt.net [109.159.
248.44]
 10    38 ms    37 ms    38 ms  peer1-xe0-0-0.telehouse.ukcore.bt.net [109.159.2
54.96]
 11    40 ms    39 ms    39 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    39 ms    38 ms    38 ms  85.205.116.14
 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.

C:\Users\cwmsawdde>http://www.speedtest.net/my-result/3209507924

[Ben_H]

Hi mn2,

Welcome to the eForum!

Your traceroute and IP address are find but your download speeds are below the minimum recommended for it to work. 

I've pushed a manual synchronisation through for you from this end to see if that helps. To complete it can you:

• 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 you're still struggling to use it I'd have a word with your ISP about your download speed options. You'll ideally need 4.13Mbps.

Let me know how you get on.

Cheers, Ben

[mn2]

Hi Ben,

Thanks for the quick feedback.  I have tried at various times of day over the last 4 days to carry out the re-sync. No joy :smileyfrustrated: No lights at all.  The download speed has been alot lower than now, and we have had no problems.  BT also cannot helped.  Whats next?  Thanks Ben.

[Retired-Andy]

Hi mn2,

If you’ve got no lights at all, it’d indicate there’s a fault with the Sure Signal.

You’ll need to send it away for a repair.

Let me know how you go on.

Cheers,

Andy

[mn2]

OK, thanks Andy.