Sure signal stopped working

[grenshep]

I puchased my sure signal in August, it has worked fine until 2 weeks ago when it stopped, all I get is the solid red light. I have gone through all the suggestions on the forum, reset router,sure signal and all other suggestions but no joy.When you reset sure signal  the two white lights flash for a while then go out.

Sure Signal model number 9361 home cell v2-v serial number 40121329102. My isp plusnet FTTC post code cf146sq. Where do I go from here?

[Retired-Matt_Vo]

Hi

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Matt

Moderator
eForum Team

[grenshep]

I have been on the forums & trouble shooting, carried out all the suggested fixes but still no joy, even tried changing location. I think it must be your end or the unit is faulty

[Retired-Lee]

Hi grenshep,

Could you post the answers to the requested information below?

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

LeeH

[grenshep]

Speed: Download :36.45Mbps. Upload:2.11Mbps

Ping:40ms

Jitter:11ms

IP: 146.90.202.8

traceroute to 146.90.202.8 (146.90.202.8), 64 hops max, 72 byte packets
 1  146.90.202.8 (146.90.202.8)  1.638 ms  1.410 ms  1.563 ms

Serial No. 40121329102

[FelixDaHousecat]

hiya mate,

is that the whole trace that youve posted? i only ask because it would appear its not even reaching the vf servers. any trace route should stop at a different address than the one youve posted...

the vf team are likely to ask you to try another trace

fdh

[Jenny]

Hi grenshep,

As fdh posted above, please can you get back to us with the full trace route and we can then check this further

Thanks,

Jenny

[grenshep]

Trace route

traceroute: Warning: plus.net has multiple addresses; using 212.159.8.2
traceroute to plus.net (212.159.8.2), 64 hops max, 72 byte packets
 1  my.router (192.168.1.1)  1.362 ms  1.287 ms  0.452 ms
 2  lo0-central10.ptn-ag01.plus.net (195.166.128.190)  16.820 ms  15.728 ms  15.847 ms
 3  link9-central10.ptn-gw01.plus.net (84.93.248.144)  15.397 ms  15.234 ms  15.508 ms
 4  xe-1-2-0.ptw-cr01.plus.net (212.159.1.28)  15.009 ms  15.083 ms  15.269 ms
 5  te9-4.ptn-gw01.plus.net (195.166.129.33)  15.644 ms  17.334 ms  15.749 ms
 6  gi5-1.peh-cr02.plus.net (84.93.232.61)  24.793 ms  22.613 ms  23.210 ms
 7  po5.peh-cr01.plus.net (84.93.232.16)  26.163 ms  22.950 ms  24.055 ms
 8  vlan2658.peh-elb02.plus.net (84.93.232.53)  24.439 ms  27.129 ms  26.941 ms
 9  portal.plus.net (212.159.8.2)  25.724 ms  24.717 ms  24.814 ms

[grenshep]

After 30 mins on the phone to Vodafone and passed back and forth between customer service and technical, the 6th person said they would re-sync my sure signal as it had not connected since the 15th of November. Well 26 hours later it's still not working. What a waist of £60 dont buy one, save your money and change to another mobile phone company with a better signal.

[Retired-Kay]

Hi grenshep, 

Can you confirm this is the full trace route? 

The trace route shows it isn't hitting the Vodafone servers so you'll need to speak to your ISP if this is the case. 

Regards, 

Kay