Sure Signal v2 only power light on

[chickalena]

My Sure Signal has been off all day.  The red light on the front is on but the two white lights flash and then go off.  I've had no mobile signal at all.  I've tried unplugging it and resetting it.  The internet works fine.  What am I doing wrong?

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[chickalena]

Speed Test: download 6.98 upload 0.38

ping: Seems to hang at packets sent 250, packets received 0 

external ip: 88.97.15.76

Results of traceroute: I can't paste it in but it says: "is not recognised as an internal or external command, operable program or batch file"

Sure signal serial: 40113007849

Worked briefly on Monday and Tuesday - has been off today despite following troubleshooting thread - very frustrating.

Thanks,

[Retired-Dave]

Hi chickalena,

I'm concerned by the issues with the pings and the traceroute. Neither of those actually involves the Sure Signal, so both seem to show issues with the connection.

Are you using a PC or a Mac? I just want to check you have the right instructions for the Sure Signal.

For a Mac:

• Open Terminal (Applications, Utilities)
• Type traceroute 212.183.133.177 and press Enter

Can you give it another go with whichever instructions are relevant for you and let us know if you get anything different? I'd also try restarting the computer just to ensure there's nothing hanging.

In the meantime, I can see the Sure Signal was resynched today. Can you reset it and let us know if that has helped?

Dave

[chickalena]

I'm using a PC running Windows XP and spoke to customer services today who resynced the Sure Signal at about 1000 - I was given instructions on how to reset it after waiting an hour but unfortunately nothing has changed (it's now 6pm).  The actual internet connection seems to be working fine as I can watch bbc iplayer with no problems.  Any other ideas?

Restarted pc - traceroute giving the same information.

Will rerun other tests and post asap.  Thanks

[chickalena]

Speedtest download 6.85 upload 0.38

PING 47 Jitter 1 Packet Loss 0

[Sukhi · Accepted solution]

Hi chickalena

I can see your SS has updated on our servers today, can you confirm everything is working now?

Thanks

Sukhi