Sure signal 1

[Mcc]

Hi, my sure-signal has not been working for a few weeks, it didn't occur to me that it was the ss so I have actually changed internet provider!! I have had no problems with it over the last few years. I have read the previous threads and tried to reset it but all that happens is the first light stays constant and the fourth light flashes about 5 times then nothing and still no signal on my phone which is getting really frustrating as I have relied in it for about 3 years with no previous issues, please help me get reception back on my phone!!!

[Retired-Simon]

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

Simon

[Mcc]

Hi, thanks Simon. I work off an ipad so I have taken the results I can but the Ping test requires flash so I haven't been able to complete this.
The results I have are:-
Download 2.73
Upload 0.37
Ping 52
Ipadress 87.113.4.154
Serial number 21197020551

Does this get me any nearer a solution???

[Ben_H]

Hi Mcc,

Thanks for posting your results. Everything looks good with your speeds IP details. A traceroute on an iPad can only really be done via a 3rd party app, but I can see what's causing your problem.

Looking at your serial number, your unit has out of date software on it. We can push the update from this end if it's not coming though automatically.

To do this, we'll need to make sure your Sure Signal is connected for at least 24 hours. Can you let me know if that will be a problem or if you're OK for us to do this?

Cheers, Ben

[Mcc]

Hi Ben, that's great thank you. The sure signal is always plugged in.

[Mcc]

Hi Ben, could you update me please as to the current situation as nothing has changed and I haven't heard back from you.

[Retired-Ian_]

Hi Mcc,

I've requested that the new software update is pushed out to your Sure Signal.

As always, keep it switched on.

Many thanks

Ian

[Retired-Ian_]

Hi Mcc,

I've put through the request and the team responsible are saying that the Sure Signal isn't connecting to the server for us to push through an update.

Thanks

Ian

[Mcc]

Thanks Ian but what does that mean??? I have an Ethernet cable from the ss to my router and it is plugged in????

[Retired-Ian_]

Hi Mcc,

My apologies.

The last time the Sure Signal spoke to our server was the 21/02/2014.

It needs to do that to work correctly.

There are a couple of things you can do. Can you double check the Ethernet cable and if possible use a different one?

Also if you can try the Sure Signal at a friend or family members that would be great.

Thanks

Ian