Sure Signal v3 dissapeared

[Colinoxford]

Installed the sure signal and reged it ok got handsets to work on it.

but its just gone, and i cant see any reference to it in my account settings either

all i can see is a solid red light on and that it 

not sure what to do now ?

[Colinoxford]

not sure if im doing this portforwading thing right 

one thing i did notice though is that whatever port I plug it into the light on the router is green and not yellow 

same on the bottom of the sure signal, is this normal ?

[Retired-Dave]

Hi Colinoxford,

I've not been asked that before. The green light usually means there's a connection, whilst a flashing light means there's data being transferred.

We don't have details on port forwarding for routers as there are just too many out there for us to cover them all. The best way to check how to do it is to consult the manufacturer or their website.

Dave

[Colinoxford]

 understand you cant know every router

my problem is that it was working and has stopped

im thinking the sure signal is faulty 

[Gemma]

Hi Colinoxford,

We’re aware Virgin Media have done updates recently, which has made a few changes behind the scenes.

Can you please log onto your router admin panel and make sure IPsec Passthrough is switched on/active?

Also, if possible can you try it on a different internet connection to rule out a faulty Sure Signal?

Thanks,

Gemma 

[Colinoxford]

i can confirm that IPsec password is ticked 

I dont have anyone to try it out the sure signal with 

I cant event see the signal in my router 

its plugged into ethernet 2 which is not showing up 

ttached Devices

	Device Name	IP Address	MAC Address	Interface
android-16fed74ea02e2fd0	192.168.0.3	cc:3a:61:5f:6f:b6	Primary Wireless (SSID1)
android-557e8f013d3d5347	192.168.0.6	00:1a:99:fe:f2:9e	Primary Wireless (SSID1)
MainPC-PC	192.168.0.7	50:46:5d:ae:09:00	Primary Wireless (SSID1)
SonosZB	192.168.0.11	00:0e:58:18:85:3e	Ethernet 4
SonosZP	192.168.0.12	00:0e:58:b8:44:4b	Ethernet 4
	192.168.0.13	00:19:fb:3a:8f:a9	Ethernet 3
	192.168.0.14	00:19:fb:88:b3:1d	Ethernet 3
WDMyCloud	192.168.0.15	00:90:a9:3b:42:0e	Ethernet 1
SonosZP	192.168.0.16	00:0e:58:c2:1d:50	Ethernet 4
UKLONWK383	192.168.0.17	08:11:96:17:e7:c4	Primary Wireless (SSID1)

[Retired-Kay]

Hi Colinoxford, 

It does sound like it could be faulty although we won't know for definite until it's been tested on a different connection. 

It will need to be sent for repair for us to test further. 

Thanks, 

Kay

[Colinoxford]

can i get it tested in a vodafone shop?

I dont have anyone to test it with.

[Retired-Andy]

Hi Colinoxford,

A store wouldn’t be able to test the Sure Signal for you I’m afraid.

Are you using the Super Hub supplied by Virgin or your own wireless router?

If you’re using your own modem, check to make sure you’ve modem mode enabled.

Let me know how you go on.

Thanks,

Andrew

[Colinoxford]

I am using the virgin superhub

[Retired-Dave]

Hi Colinoxford,

Thanks for confirming that for us.

There's one more thing I can think to check before going for the repair option.

The sure signal last connected with our system on December 11. Did you change anything around that time on of your router, firewall or modem? This could be an update, changing a cable, or rebooting as much as changing settings.

Dave