Sure Signal solid red light only - worked fine until a month ago - will a resync help

[AliceRClark]

I have a Sure Signal serial 40121424747 which worked fine until a few weeks ago. I am wondering if this is to do with the software upgrade that has been applied by Vodafone. Are there some new requirements?
Now I just have a solid red light.
I have checked that it is registered (an re-registered it just in case), and that it has an Internet connection (cable through to lap top and then access Internet)
If I reset or switch off it shows the @ and phone sign briefly, then goes dark, then both flash for a few minutes, then both switch off. It retries after a while. I have been trying this (with an IT engineer) for some days.
We have a Draytek Vigor 2750 router and BT Infinity. (We have installed this as the BT supplied one - which worked fine from August) was doing the same thing)
I have tried and registered a second VSS (purchased last week) and it behaves exactly the same. I have swapped out all the cables and all they all behave the same.
I have read that a resync can work. Please could you do that for me?

[BBGN]

Andrew,

im very interested as to how me posting my ping,speedtest and traceroute details here will help me in resetting my device...?  as stated in my last post - holding the reset button changes nothing on the lights of this unit, wether it be for 10, 30 or 120 seconds... the only function you can perform to change the lights, is pulling it off the mains.  plugging it in again, ends up with exactly the same light sequence...

Because you asked, restults are below.

IP - 217.155.2.190

Speed = 6MB Down, 0.4MB Up

Ping - 52ms - Jitter - 6ms

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

  1     1 ms     1 ms     1 ms  10.0.0.5
  2    42 ms    42 ms    43 ms  losubs.subs.dsl1.wh-man.zen.net.uk [62.3.87.145]

  3    63 ms    43 ms    43 ms  ge-2-1-0-160.cr1.wh-man.zen.co.uk [62.3.87.161]

  4    59 ms    49 ms    49 ms  ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
  5    53 ms    53 ms    53 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    51 ms    51 ms    51 ms  85.205.116.2
  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.

is there a support telephone number to call to get direct to the sure signal team (other than 191) as its a little dissapointing to wait 24 hours for a reply...

Regards

Gary.

[Retired-Dave]

Hi BBGN,

The checks help us get a better idea of what's going on. They all look OK, so thanks for posting them.

The method posted is the official one, but we've seen some people say the lights all go on when they release the button instead. Do yours all light up when you do that? The 30 seconds is the important part.

If they do, try repeating the reset but this time unplug the Ethernet cable before pressing the button and plug it back in once you've released it.

If not, I'd recommend sending the Sure Signal for repair.

Dave