Sure signal problem

[Cheryldennison]

Sure signal model 9361 V2-V has no lights at the front but the amber and green lights at the back where the modem cable connects are lit. I was advised by someone from Vodaphone technical team that it was a faulty power cable . Iphone red everything off including modem swapped cable and it made no difference - help I am not the most technical of people so am somewhat stuck!!!!

[Retired-Matt_Vo]

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

Matt
Moderator

[Cheryldennison]

Your speed test results download 9.44 & uploads 0.81

Your ping test results 45ms

Your external IP address 5.70.236.119

The results of a traceroute. Not sure about this please advise how to get this

Your Sure Signal serial number 33JR09110 ABBA

[Ben_H]

Hi Cheryldennison,

Thanks for posting back. Your speedtest and IP details check out OK. Are you unable to run the traceroute command Matt supplied? If you're on a Mac or Linux computer, let me know.

Your serial number is 11 numbers long. It'll be located on the back of the Sure Signal and will look something like 4xxxxxxxxxx.

Cheers,

Ben

[Cheryldennison]

Serial no 40110936669
My laptop is broken I work on a ipad

[Jenny]

Hi Cheryldennison,

Your Sure Signal hasn’t connected to our servers since 12 June 2014 so I've resynced this for you today. Please complete this by performing a factory reset as follows: 

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

Has this worked with no problems previously?

You can do a quick search online, for how to do a traceroute on an iPad.

Thanks,

Jenny

[Retired-Ian_]

Hi Cheryldennison,

If you follow the information Matt asked for, we'll be happy to help.

Thanks,

Ian