Sure Signal problem

[wilde1]

I am having problems with my sur signal v2.  It worked until a few days ago and it now fails to register.  I have spoken to the "contact us" people and they run through a reset and advised me to change the cable but  this has not helped.  I have de-registered and re registered but still it will not work.  The lights flash but they all go out eventually and it fails to connect register.  Can anyone help?

[cineriv]

Hi wilde 1,

Just a couple of questions............... 

When you say 'The lights flash but they all go out eventually and it fails to connect register.'  Does that include the red power light?

and which cable were you were advised to change, the ethernet cable or the power cable?

Regards.

[Retired-Laura]

Hi @wilde1 

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

[wilde1]

Hi Laura

Thanks for your help.  I've visted the help page and theres nothing here which has helped, I'd tried most of this previously.  The sure signal was working but then suddenly stopped for no apparent reason, nothing has changed in terms of the set up or internt provider etc it was registered fine and functioning.  Details requested are below;

Dowload speed test 11.88 upload 1.19

Ping test Packet loss 0% Ping 34ms jitter 28ms

IP address is 2.124.80.29

serial no 40112526393

Traceroute

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

C:\Users\Ian>^V
'▬' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Ian>tracert 212.183.133.177

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

  1     4 ms     6 ms     9 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    24 ms    16 ms    11 ms  027808ac.bb.sky.com [2.120.8.172]
  4    16 ms    36 ms    39 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    25 ms    24 ms    39 ms  85.205.0.93
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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     *        *        *     Request timed out.

Trace complete.

[wilde1]

Hi, no the red light stays on throughout and never goes out.  It's just the two white lights that flash and eventaully both go out.  I did have this working previously and it went through the process of both white lights flashing but after about 20mins I would have one red light a solid white light (the first one) and the second white light would light up when a call was being made.

I was advised to change the ethernet cable but this did not help.

Thanks

[cineriv]

Hi wilde 1,

When I saw your first post, possible power supply fault sprung to mind.

Don't be misled by the appearance of the red power light.

If you need one, they can be obtained from Amazon or Ebay for around £10 or less..... Just search for 'Sure Signal power supply'.

The only easy way to prove a power supply problem is by substitution, but it's worth a try if the tech team don't come up with a better solution.

Good Luck.

[Retired-Rodney]

Hi @wilde1,

For us to rule out any faults with your Sure Signal, please try your device in a different location.

Thanks,

Rodney  

[wilde1]

Hi Rodney

So I tried the sure signal at someone elses house.  Same symptoms.  Does that mean its now junk or could there be any other issues?

Seems odd that it all powers up and tries connecting but fails to register.  Could understand if it failed to power up but all appears to be normal other than failing to register/connect.

Thanks

[Retired-Kay]

Hi @wilde1 

Your Sure Signal hasn't made a connection to our servers since 9 March. 

It does sound like it could be a faulty unit, however we'll do some more checks our end to make sure. 

 I've sent you a private message with details on how to get in touch.

Thanks, 

Kay

[wilde1]

Thank you Kay, just sent so hopefully you can help.