Sure Signal v3 - solid red light and nothing else, factory reset doesn't work

[judeth]

When I first plugged it in a couple of days ago, I got a solid red light and a slowly flashing white internet light but it didn't progress from this after several hours (e.g. over night). At some point even the flashing internet light went out. Now all I get is the solid red light whatever I try - even if I unplug it and plug it back in and try reconnecting it to the modem router (Sky Hub). I have tried following instructions to factory reset it to no avail. Instructions generally begin with holding the reset button until all the lights flash and then removing the power lead. The v3 doesn't have a power lead as the device plugs directly into the mains, but I did find one post saying to just unplug the device at this step, with all other steps being the same. The problem is that none of the lights flash however long I hold the reset button (e.g. over a minute!). I've tried following the instructions right to the end pretending the lights had flashed- either that just doesn't work or it did perform a factory reset but it hasn't fixed the problem.

So... Any advice? Seems to me the unit is a dud...

[Retired-Lee]

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

LeeH

[judeth]

The troubleshooting guide does not handle the light combination I have described.

speedtest.net: 37ms ping / 15.88mbps down / 0.96mbps up

pingtest.net: Packet loss, unable to test / ping 29ms /  Jitter 1ms

IP Address: 5.71.86.111

Traceroute (using Mac OS X Terminal):

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

1 skyrouter (192.168.0.1) 2.311 ms 1.410 ms 0.949 ms
2 * * *
3 02780808.bb.sky.com (2.120.8.8) 266.465 ms 273.035 ms 279.914 ms
4 89.200.131.185 (89.200.131.185) 440.737 ms 411.118 ms 439.830 ms
5 bu4.gr10.telon.uk.easynet.net (89.200.135.145) 198.861 ms 262.876 ms 290.159 ms
6 amdgw1.arcor-ip.net (195.69.145.123) 505.796 ms 208.249 ms 191.559 ms
7 188.111.129.25 (188.111.129.25) 131.800 ms 179.645 ms 177.485 ms
8 85.205.116.6 (85.205.116.6) 245.520 ms 298.060 ms 298.818 ms

[9 to 64 * * *]

[Jenny]

Hi judeth,

Thanks for getting back to us.

Your ping times are too high as these should be below 200ms.

This means that there is a connection issue and the only suggestions we can make here, is to try a new microfilter or a new cable to the router.

Other than this you will need to contact your ISP to discuss this further.

Thanks,

Jenny

[judeth]

Thanks, I will look into the high pings. But do you really think that explains the behaviour in the sure signal unit that I described - e.g. not being able to perform a reset?

[Ben_H]

Hi judeth,

It can be associated as part of the reset includes being able to contact our systems once it's reconnected. If there's no connection available it could all be linked. It's still something that we'd need to address for overall use.

Cheers, Ben

[judeth]

Hi, I did some more traceroutes this evening, here's a sample result:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 skyrouter (192.168.0.1) 3.407 ms 1.470 ms 0.974 ms
2 * * *
3 02780808.bb.sky.com (2.120.8.8) 35.492 ms 33.345 ms 34.151 ms
4 89.200.131.185 (89.200.131.185) 32.891 ms 33.236 ms 32.115 ms
5 bu4.gr10.telon.uk.easynet.net (89.200.135.145) 28.523 ms 29.859 ms 29.081 ms
6 amdgw1.arcor-ip.net (195.69.145.123) 38.892 ms 38.422 ms 38.130 ms
7 188.111.129.25 (188.111.129.25) 57.840 ms 66.093 ms 63.408 ms
8 85.205.116.6 (85.205.116.6) 58.363 ms 58.831 ms 57.997 ms

I've done it a few times, all around the same comparatively low values. Now that they're under 200ms, I've tried performing a reset but still cannot get anything but the solid red light to show (or flash, or anything). It's not assigned an IP address by my router, even though both the orange and green ethernet LEDs at both ends are on. It seems broken to me.

[Retired-James]

Hi judeth,

Thank you for the update here.

The new traceroute does look a lot better than before.

Can you confirm if this was done with the Sure Signal plugged in and switched on?

The comments about not being able to reset the unit are a little concerning, however if you hold the reset button in for around 30 seconds it should light up each light in turn.

You can then release the button to complete the reset.

Can I ask if anything happens if you hold the reset button in for this length of time? Do the lights flash at all?

Also, please can you let me know the Sure Signal serial number as I can’t seem to see it in your posts?

James

[judeth]

Can you confirm if this was done with the Sure Signal plugged in and switched on?

Plugged in, yes. I can't see an on switch on the v3, but the red light comes on when I plug it in indicating it's 'on' to some extent.

Can I ask if anything happens if you hold the reset button in for this length of time? Do the lights flash at all?

I just repeated it with my phone's stopwatch several times, holding in the reset button for 30-60 seconds with the device plugged in. I've alternated trying whilst it's connect to router and whilst it's disconnected from router. Absolutely nothing happens: the red light remains on all the time with no other lights appearing even momentarily.

Also, please can you let me know the Sure Signal serial number as I can’t seem to see it in your posts?

Yes, sorry, missed this step. It's 40130610120.

I'll be honest - it doesn't look like you're able to help much from here. Should I just try to get it exchanged in store?

[judeth]

bump