Sure Signal v1 Problem

[FatManc]

Hi

My Sure Signal v1 suddenly stopped working last weekend.

I've performed as much troubleshooting as I can without success. These are the steps I've performed

• Full factory reset ie reset switch in for 30 secs, power off, holding down reset switch
• Rebooted BT Home Hub and reset Sure Signal
• Checked the Sure Signal is connected to Home Hub and has IP address (it does)

Not sure what else I can do - I just get a single LED lit for the power. Nothing I do connects to the network.

The ethernet link lights on the back of the device are illuminated and flash as if there is network traffic. uPnP is also enabled on the Home Hub.

Any ideas?

Serial Number is 21224330635

Thanks

John

[cineriv]

Hi John,

If I was you I would try another power supply.

Mk.1 power supplies seem to be failing a lot at the moment and are giving strange symptoms that doesn't add up to power problems, i.e. the only Light on the front of the box that appears to be ok is the power light!

It's worth a try especially if you have or can borrow a 12v 1.5A power supply.

Good Luck,

Mike.

[Retired-Simon]

Hi @FatManc 

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,

Simon

[FatManc]

Hi Simon,

Thanks for getting back to me.

Speed test is 10 Mb/s down and just under 1 Mb/s for upload - ping from the site is 14ms

Line quality from ping test website is b* (mos 4.34) - ping 13 ms and jitter 1ms

External IP is 86.148.196.156

Results from Trace Route

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 BThomehub.home [192.168.1.254]
2 8 ms 8 ms 8 ms 217.32.146.70
3 8 ms 8 ms 8 ms 217.32.146.94
4 9 ms 9 ms 9 ms 213.120.156.210
5 9 ms 9 ms 9 ms 217.41.168.169
6 9 ms 9 ms 9 ms 217.41.168.107
7 9 ms 9 ms 10 ms acc1-te0-4-0-9.l-far.21cn-ipp.bt.net [109.159.255.192]
8 10 ms 8 ms 9 ms core3-te0-19-0-26.faraday.ukcore.bt.net [109.159.249.55]
9 10 ms 9 ms 13 ms 62.6.201.173
10 25 ms 11 ms 10 ms lndgw2.arcor-ip.net [195.66.224.124]
11 11 ms 11 ms 11 ms 85.205.0.86
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.

Serial Number of SS box is 21224330635

Thanks again

John

[TerryGK]

Not sure if you're making progress but worth checking that Voda didn't un register the Sure Signal, they did send me an sms last week saying that it was now un registered due to no useage. Bit strange as its used most days as I have no coverage at home without it. Very nice lady confirmed it had been un registered but re registered it for me yesterday, I've received an SMS confirming this but its not working, tried resetting 3 times. Back on to the Help line I guess

[Retired-Simon]

Hi @FatManc

Your traceroute, speed tests and IP address are all fine.

The last time your Sure Signal connected was on 18 January. Ideally we need this to be in the last 24 hours.

If it’s possible, try an alternative power supply as @cineriv suggests. I’d also suggest try the Sure Signal on another connection, just to rule in or out an issue with the device itself.

Hi @TerryGK

Please could I have your Sure Signal serial number?

Also, what light sequence is showing?

Thanks,

Simon

[MBB2011]

Have you had your Suresignal for about 3 years?  Ours gave up at Christmas with no warning, after numerous posts here and various confusing bits of advice relating to ISP and port forwarding, clamping etc. etc. I was advised to buy a new power pack by another user who'd experienced the same sudden fault.  It arrived today, I plugged it in and after doing a factory reset (hold down reset button for 30 secs) it is now working perfectly.  The new power plug cost us £7 from Ebay and we bought an identical one to the original.  It might be worth a try - there seems to be a whole rash of people with Suresignal V1 experiencing the same problem at the moment. 

[beegee]

I've heard of "planned obsolescence" but this is just silly - my V1 packed up on the 18th. I think it is a PSU failure, as there is something rattling inside, and it is stone cold, and the VSS itself has no power light.

I've ordered a replacement power supply from a well known auction site, should arrive tomorrow

As an aside, I also have one phone on the 3 network. The signal on 3 here is as bad as VF, but when I contacted them and told them, and that their "calls & texts over wifi" app did not work either, they immediately sent me their Home Signal Box for free. Why then should I have to shell out £100 for a SS V3 to do the same job for the VF units in the household?

[beegee]

Replacement psu arrived; not a peep, I think the VSS unit must be fried.

Not prepared to pay £100+ for a new one, even if I could get hold of one which seems unlikely, so I guess we are all off to 3 :smileyfrustrated:

[Ben_H]

Hi folks,

@beegee - It's a shame you're looking to leave. If you change your mind, you can purchase a replacement Sure Signal in the online store (subject to availability). As with all hardware, the units may need replacing after several years continual usage.

@FatManc - The eForum is designed to help all customers get issues looked at and share resolutions. If you'd prefer one-on-one support, feel free to come and speak to us on Live help.

@TerryGK - The IP address you've supplied isn't in a recognised format. Please double check and confirm it for me. To run a traceroute on your Mac, please:

• Double-click the Macintosh hard drive.
• Double-click the Applications folder.
• Double-click the Utilities folder.
• Double-click the Network Utility icon to open the Network Utility window.
• Click the Traceroute tab

Cheers,

Ben