Sure Signal

[dw123]

Hi.  My sure signal version 3 (like a plug) worked fine but no longer does so.  The Blackberry Q10 changes from 1 bar to 4 bars and 1 again as it sits in one place and when the sure signal worked properly I had 5 bars all the time in the house.  The red power light is on as are the next two white lights, the phone light (in use light) is dark.  I have tried remarrying the phone, I have unpluggedsure signal and replugged in etc but am stuck.  How do I get it to work again?

Thanks for your help.

[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

[dw123]

My speed test is 37.16
And upoload is 9.07

My IP number is 86.7614.32

My IPV6 ::ffff:56b0:c20

How do I find my sure signal serial number?

For the VSS tracer route command where do I press start?

Many thanks

Deborah


DEBORAH WALKER

(number removed for security)
(email removed for security)

[Ben_H]

Hi dw123,

Thanks for posting. Your serial number is about 11 digits long and will start with the number 4. It'll be on your Sure Signal dashboard when you log in to My Account if you've not got the original box it came in.

Looking at your IP address, I'm not sure if there's a decimal point or some characters missing. Can you check it for me and confirm?

For your traceroute are you using a MAC or a Windows device?

Cheers, Ben

[dw123]

Hi - sorry.

Suresignal is serial number 40124101839

and IP is 86.17614.32

I am a windows user not mac.

I called customer technical help yesterday but as always they were not very helpful I regret to say.  Just told me to press the reset button for 30 seconds, let go and wait 6 hours.  All done and absolutely nothing has changed....

Would really appreciate some help. thanks

[Sukhi]

Hi dw123

Thanks for the serial number. I can see your SS last connected you our servers yesterday. Your IP however is still showing as invalid. Are you sure this is correct?

Thanks

Sukhi

[dw123]

IP address as copied from the page - I think it was missing a point. sorry.

86.176.14.32

[Retired-Andy]

Hi dw123,

Thanks for the details, your IP address is on our whitelist so no problems there.

There’s something you can try to see if it fixes things for you.

Do a full reset of your Sure Signal (the process is below) and at the same time switch your BlackBerry Q10 to airplane mode.

To do a factory reset:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

When the Sure Signal has fully rebooted, switch the Q10 from airplane to normal mode.

Let me know how you go on.

Cheers,

Andrew

[dw123]

I have pressed the reset button for over 30 seconds.  The lights do not change they only go off when you release the button!  Anyway, I put the Q10 into flight mode first and have done what I can.  Fingers crossed this might finally work....

[dw123]

Nothing has changed... still have not got the third white light on (with the phone sign) and sometimes a signal and sometimes not on my phone.

any further suggestions?

Many thanks.