Sure signal (2) red light only

[o007]

Hi After updating from ADSL to Fibre (xilo / uno broadband) the sure signal is no longer working. I just get a red light nothing else.

I de-registered it and again registered it and it now says registered online in the my account after I did a reset.

I have openreach modem -> draytek 2820 -> Airport extreme -> vss2 (When the draytek was connecting to the adsl it worked fine)Draytek is doing dhcp and I opened the ports to a reserved IP for the SS2

serial number is 40120246315

speetest upload 48.9 Mb/s download 15Mb/s

pingtest 13ms

external IP 95.172.230.210

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     3 ms     4 ms     3 ms  192.168.1.1
  2     9 ms    18 ms    10 ms  lns4.uan.thn.uk.murphx.net [89.145.254.73]
  3     9 ms     9 ms     8 ms  uan-er1.uan.thn.uk.murphx.net [89.145.254.65]
  4     9 ms     8 ms     8 ms  ge2-6-1.cr2.core.thn.uk.murphx.net [89.145.254.1
69]
  5     9 ms    10 ms     9 ms  ge1-2-1.crs1.core.thn.uk.murphx.net [109.170.249
.45]
  6     9 ms     9 ms     9 ms  te2-3.cr05.tn5.bb.gxn.net [62.72.139.97]
  7    13 ms    10 ms    10 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  8    12 ms    13 ms    10 ms  85.205.116.6
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.

Unable to use my phone well, it's too cold going outside !!

[Jenny]

Hi o007,

Welcome to the forum!

Thanks for posting all of the information above.

I’ve been able to look into this and the last time the sure Signal connected with the network was on the 30^th November, does this tie in with the dates that you updated your broadband?

I’ve re-synced your Sure Signal so please can you complete the steps by performing a factory reset as follows:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Many thanks,

Jenny

[o007]

Hi,

Yes 30th Nov was the date I upgraded to VDSL / Fibre broadband.

I reset the sure signal and now 36 hours later still only the red light. Does this mean that sure signal is now obsolete ? Or can you get it working again ?

[Ben_H]

Hi o007,

As the issues have only started since the change over and the re-sync we've performed this end hasn't worked, I'd recommend seeking advice from your ISP. You may find it beneficial to give them a link to your thread so that you're not having to repeat yourself and to help them to see what we've already done together so far to troubleshoot this.

Cheers, Ben

[o007]

Hi The ISP confirmed the internet connection is working fine, indeed it's much faster since the upgrade.

Is the suresignal 3 more compatible with newer internet connections ? I am due to upgrade but blocked as I can't use the phone well indoors.

[o007]

Hi Any news ? I am holding off upgrading. Can you please let me know what is causing the problem ?

[Retired-Kay]

Good Afternoon o007, 

Can you try your Sure Signal at a different location (friend or family members home?) so that we know 100% whether it's an issue with the Sure Signal or as already suggested with your ISP? 

Once you've tried this please let me know the results. 

Best Wishes, 

Kay