Sure Signal resync?

[tshaw]

Hi,

I have moved my sure signal 3  to a new address and it no longer connects, please can someone resync it?

It replaced a Sure Signal 1 that stopped functioning.

sn 40123307031

Regards,

Tim 

[Retired-Andy]

Hi tshaw,

I’ve just performed the resync for you now. To make sure it completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Thanks

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[tshaw]

Hi Andrew,

The box has been reset and powercycled, no change. It still has the flashing power light and the orange handset light.

Tim

[Sukhi]

Hi tshaw,

We need a little more information in order to be able to help you further. Can you provide the following?

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

Sukhi

[tshaw]

Hi Sukhi,

Sorry its taken a while, its at my parents house!

Your speed test results from here.

ping 66ms download 3.49mps upload 0.32 

Your ping test results from here.

ping 35ms

Your external IP address from here.

86.146.91.103

The results of a traceroute.

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  bthomehub (192.168.1.254)  2.382 ms  1.778 ms  1.691 ms

 2  217.32.145.135 (217.32.145.135)  9.357 ms  10.126 ms  10.547 ms

 3  217.32.145.174 (217.32.145.174)  48.926 ms  11.677 ms  10.402 ms

 4  213.120.156.106 (213.120.156.106)  15.396 ms  12.222 ms  10.885 ms

 5  217.41.168.183 (217.41.168.183)  10.531 ms  10.241 ms  10.091 ms

 6  217.41.168.107 (217.41.168.107)  14.350 ms  11.352 ms  11.087 ms

 7  acc1-10gige-0-7-0-5.l-far.21cn-ipp.bt.net (109.159.249.86)  10.675 ms

    acc1-10gige-0-2-0-5.l-far.21cn-ipp.bt.net (109.159.249.99)  10.637 ms

    109.159.249.64 (109.159.249.64)  11.208 ms

 8  core2-te0-0-0-7.faraday.ukcore.bt.net (109.159.249.7)  11.908 ms  11.676 ms  16.178 ms

 9  host213-121-193-109.ukcore.bt.net (213.121.193.109)  104.078 ms  11.174 ms  10.792 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  12.236 ms  14.072 ms  12.770 ms

11  85.205.116.6 (85.205.116.6)  12.120 ms  12.358 ms  12.044 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

31  * * *

32  * * *

33  * * *

34  * * *

35  * * *

36  * * *

37  * * *

38  *

Your Sure Signal serial number:

sn 40123307031

regards,

Tim

[Retired-PaulE]

Hi Tim, 

Everything looks OK - your upload speeds are a bit borderline but it should work.

Your Sure Signal hasn't updated with us since 25/05/13 so I've forced another resynch through.

The flashing light means your unit hasn't downloaded a profile yet so there could be something stopping this, can you reset your Sure Signal and let me know how you get on?

• 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 it still doesn't work after this, can you try it on another broadband connection to rule out a fault with the unit?

Thanks

Paul

[tshaw]

Hi,

It's been reset and its made no difference. The sure signal was working fine at my house for months before I moved it.

Tim

[tshaw]

Can anyone help me with this? it's now a very expensive paper weight 🙂

Tim

[grolschuk]

Are you using the same router at the new location as you were at the old one?

It could be something on your local network or the router stopping the suresignal traffic hitting vodafone's servers.

[tshaw]

Hi, 

its a BT router and it was on a SKY one at my house. Surely if the resuls i posted above look ok, then it should work?

Tim