Sure signal 3 stopped working

[KateM]

Sure signal 3 has stopped working(been fine for one year) and just shows flashing red power light and solid orange service light (no internet or user lights). I have unplugged and reset multiple times as well as restarted router. Also changed power sockets- no success.Any other suggestions please?

[Amanda]

Hi @KateM 

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,

Amanda

[KateM]

Hi Amanda

I am finally getting around to replying having disconnected the suresignal in May. It still does not work but I really need to fix this as signal in my home is so bad. here are the ansers to your questions

speed test results:

ping 14ms

download speed 74.91

upload 18.94

ping test

B* result with ping of 18ms and jitter of 1ms

IP: 86.181.135.57

suresignal serial no 40124119492

[KateM]

i do not know how to paste the output from the trace command btw so pelase explain how to do this

[Mark]

@KateM

I see your Sure Signal hasn’t connected to the network since May this year.

This problem can be caused by a faulty Ethernet cable. Connect the Sure Signal using a different ethernet cable.

If the cable isn’t faulty we’ll need to refresh the connection between your Router and your Sure Signal. Power it down and remove from your router, power down your router and leave this switched off for 10 minutes. Restart your router, once it’s reconnected to the internet reconnect and restart your Sure Signal.

If this doesn’t resolve your issue try connecting the Sure Signal in a different location. Once you’ve gained a connection try it at home again.

[KateM]

Thanks for this. I have just done all of those suggestions but it is still not working. the red power light flashes as before and the service light is orange. No other lights are on. Please advise as to next step.Do you think the actual plug in box has developed a fault even though it is virtually brand new?