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Solution

Sure signal 3 stopped working after only 2 weeks

Chrissargent
2: Seeker
2: Seeker

‎27-05-2015 08:35 PM

Hi.

My sure signal appears to have stopped working already. Both lights are on and my virgin superhub2 is working fine (150mbps). I've tried switching on and off with no joy. I've also turned off my superhub2 and my iPhone but no ideas from this point how to fix it. Any ideas?
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3 REPLIES 3

Mark
Community Manager
Community Manager

‎28-05-2015 02:32 PM

Hi @Chrissargent,

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

Mark

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Chrissargent
2: Seeker
2: Seeker
In response to Mark

‎28-05-2015 07:58 PM

Hi Mark.

 

Afraid I'm on a macbook so i cant run the pc script. I have no problems with the basics such as speedtest I'm currently on virgin fibre and stream around 140-150mbps so we can eliminate that.

 

I've looked at the light indictaor sheet and my status is not listed. I have the following.

Solid Red Light power light

Solid internet light

Solid In service light

 

If i make a call from my phone it uses the external 1 bar of intermitent vodafone signal insteda of the sure signal and the 'In Use Light' does not engage or light up in any way.

 

Does that help at all?

 

Many thanks

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Amanda
Community Manager
Community Manager
In response to Chrissargent

‎29-05-2015 02:34 PM

Hi @Chrissargent

 

You can still do this on a MacBook, please follow these steps -

 

  1. Launch Network Utility
  2. Click Traceroute
  3. Enter the domain name for which you want to perform a traceroute:
  4. Click Trace
  5. Select the results, and then right-click and select Copy or press COMMAND+C to copy the text
  6. Paste the text into a text editor (TextEdit, etc.) and save the file

 Please pop a post back with all the requested information, including your IP address and serial number. 

 

Thanks, 

 

Amanda 

 

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