Sure Signal won't connect to Internet

[lynnelogan1]

I've tried all the suggestions in the troubleshooting pages. Port forwarding, assigned static IP address. Still getting steady power light and flashing second light.

Router is DSL 2680 supplied by Talk Talk.

Any other suggestions? 

Thanks. 

[Retired-Wayne]

Hi lynnelogan1 and welcome to the eForum

Can you provide me with your Sure Signal Serial number please?

Thanks

Wayne

[shaxi]

could that give a call to  the  customer service ! helpful !

[lynnelogan1]

Hi Wayne

The serial number is 21231978160

[lynnelogan1 · Accepted solution]

Now working. Don't know if this is due to something you did at your end but all seems fine.Thanks. 

[Retired-James]

Hi lynnelogan1,

I’m pleased that this is now working for you, if you have any further queries, please let me know.

James

If you have any comments regarding how I have handled your query today, please complete our short feedback survey.

[smalley1805]

Please could you explain what the solution is? The link in the thread to original solution does not work. I have the same problem

[ChazzD]

@smalley1805

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.

[andybt]

Hi

I'm having the same issue. I used the online chat and spoke to someone earlier in the week who told me 

Rest assure, you will not have to contact us again for the same.

I felt he may be a biot optimistic and here I am contacting you again. The unit has just has the power light steady and the first light flashing. I have reset the unit a couple of times and I believe it has been re-sync'd from your side but still no luck.

Details as below:

Your IP Address is 86.133.92.34

 The pingtest in the link no longer works, but another speedtest gave me:

Ping 126 ms

Down: 4.19 Mb/s

Up 0.23 Mb/s

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * 32 ms 12 ms 213.123.107.58
3 72 ms 130 ms 12 ms 217.32.98.193
4 14 ms 13 ms 41 ms 213.1.69.70
5 312 ms 362 ms 229 ms 213.120.178.69
6 249 ms 167 ms 196 ms 217.41.168.109
7 157 ms 39 ms 72 ms 109.159.249.248
8 15 ms 23 ms 77 ms core3-te0-19-0-21.faraday.ukcore.bt.net [109.159.249.159]
9 15 ms 16 ms 15 ms peer1-xe-1-0-1.faraday.ukcore.bt.net [213.121.193.197]
10 15 ms 15 ms 14 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]
11 14 ms 14 ms 14 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

The serial number of my sure signal is 4012103896 

Thanks 

Andy

[Alex]

@andybt It appears that your internet connection doesn't meet the required speed in order for the Sure Signal to work. 

Your upload is showing as 0.23Mbps and for the device to work, you'd need a minimum of 1Mbps. 

For further support with this you'd need to contact your Internet Service Provider.