Sure Signal

[SteveEcc]

Hi could you please try a resync on my sure signal, it just stopped working yesterday. I have checked and the router can see it, we have correct Internet access etc. I have tried a full reset and still no luck! The unit is 253112320 serial no 21196948786. I have all lights showing green except call one.

Thanks

[Retired-Andy]

Hi SteveEcc,

I’ve just performed the resync for you.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

[SteveEcc]

Hi

Unfortunatly its made no difference the unit is still not working.

I can only presume its faulty and needs replacement

Thanks

[Retired-Andy]

Hi SteveEcc,

The lights you’re getting show that the Sure Signal is set up correctly and ready to take a call.

I’ve checked your serial number and can see it updated on our servers last night at 23:25.

Can you try the reset again but this time, when you take the power cable out, can you also remove the Ethernet cable.

Let the Sure Signal fully reboot and then replace the Ethernet cable.

If this doesn’t solve things, we’ll need a little more information from you to be able to offer more help. Can you provide the following information please:-

Your Sure Signal serial number.

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

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.

Thanks

Andrew