Sure signal not working.

[mark9099]

hi,

I have had the sure signal for a number of months now, and it has been working fine until recently.

It just stopped working, i have tried the suresignal box at someone elses house and it still fails to connect. It has a steady power light. I have reset it numerous times over the last few weeks, waiting patiently between resets.

so, as normally requested please find info below.

speed test download 33Mbps up 2Mbps

ping 10ms

external ip 82.45.109.187

serial number 21197062777

The results of a traceroute.

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\mwhyl_000>tracert 212.183.133.177

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

1 6 ms 8 ms 9 ms Dell_LivingRoom [0.0.0.0]
2 11 ms 10 ms 12 ms basl-core-2a-ae10-622.network.virginmedia.net [8
1.96.2.25]
3 11 ms 11 ms 13 ms brnt-bb-1a-ae10-0.network.virginmedia.net [81.96.0.145]
4 20 ms 15 ms 13 ms brnt-bb-1c-ae0-0.network.virginmedia.net [62.253.174.30]
5 * * * Request timed out.
6 20 ms 42 ms 62 ms tcl5-ic-2-ae0-0.network.virginmedia.net [212.250.15.210]
7 33 ms 22 ms 22 ms lndgw2.arcor-ip.net [195.66.224.124]
8 18 ms 18 ms 18 ms 85.205.116.14
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 * ^C
C:\Users\mwhyl_000>

Please help...

thanks in advance.

[Retired-Andy]

Hi mark9099,

Many thanks for the information you’ve provided.

Your upload and download speeds are fine and your IP address is on our whitelist so there’s no problem there.

I’ve checked your serial number and it last connected to our servers on 28/5/13, is this when you noticed it’d stopped working?

At the time, did anything change with your set up such as an update to your router by your ISP (Internet Service Provider)?

To make sure your Sure Signal is as up to date as possible, I’ve just performed a 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

[mark9099]

thank you for your fast reply.

it was around that time that the suresignal stopped working.

checking on the internet, it looks like virginmedia sent an update out to the 'superhub' software R38.

The suresignal is still not working.

what else can i do?

Regards,

[Retired-PaulE]

Hi mark9099, 

It looks like the update has blocked your Sure Signal from accessing the internet somehow.

The steady power light backs this up too - have you contacted Virgin Media to see if they have a fix for this?

Paul 

[mark9099]

After rebooting as described, and dereg and re registration of my suresignal, it now has a solid power light and then cycles through to solid second light, then flashes the 4th light, after a while it then flashes all the lights and then waits and repeats.

Still awaiting a reply from VM.

any further thoughts?

[Retired-James]

Hi mark9099,

I can see that the registration completed late last night, is this still happening today?

It will be interesting to see if the R38 firmware has caused the problem because historically there was a problem with the R36 firmware that caused a similar issue.

James