Sure signal stopped working

[peter100999]

Hi

Just wondering if you could help, I have had a sure signal since 2011 and have had no issues previously setting it up or running it however it stopped working last week and I have been unable to retify the problem.

I have looked through the forum and tried all recomended solutions ie port forwarding, clamping etc although I have never had to do this when it was first setup. I have even tried the factory rest. For reference I have not changed broadband provider or hub since i have had the sure signal unit

Also I have left it for a couple of hour after each attemp as I know it can take some time to sync sometimes

Over the last could of days trying to fix I have all manner of green light combinations but the most common is the power and internet connection going solid after flashing stead and then thats it

Below is the usual information that is asked for, if someone could have a look and advise, thanks 

http://www.speedtest.net/result/2587916813.png

http://www.pingtest.net/result/78673850.png

IP = 86.141.237.210

Serial No = 253264385

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\User>pathping 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
  0  ProBook.home [192.168.1.82]
  1  BThomehub.home [192.168.1.254]
  2  217.47.111.186
  3  217.47.111.193
  4  213.1.69.38
  5  217.41.169.102
  6  217.41.169.187
  7  217.41.169.107
  8  109.159.251.115
  9  core2-te0-13-0-2.ilford.ukcore.bt.net [109.159.251.11]
 10  peer1-xe2-0-0.telehouse.ukcore.bt.net [109.159.254.100]
 11  LNDGW2.arcor-ip.net [195.66.224.124]
 12  85.205.116.2
 13     *        *        *
Computing statistics for 300 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           ProBook.home [192.168.1.82]
                                0/ 100 =  0%   |
  1    1ms     0/ 100 =  0%     0/ 100 =  0%  BThomehub.home [192.168.1.254]
                                0/ 100 =  0%   |
  2   60ms     0/ 100 =  0%     0/ 100 =  0%  217.47.111.186
                                0/ 100 =  0%   |
  3  ---     100/ 100 =100%   100/ 100 =100%  217.47.111.193
                                0/ 100 =  0%   |
  4   58ms     0/ 100 =  0%     0/ 100 =  0%  213.1.69.38
                                0/ 100 =  0%   |
  5   53ms     0/ 100 =  0%     0/ 100 =  0%  217.41.169.102
                                0/ 100 =  0%   |
  6  ---     100/ 100 =100%   100/ 100 =100%  217.41.169.187
                                0/ 100 =  0%   |
  7   54ms     0/ 100 =  0%     0/ 100 =  0%  217.41.169.107
                                0/ 100 =  0%   |
  8   69ms     0/ 100 =  0%     0/ 100 =  0%  109.159.251.115
                                0/ 100 =  0%   |
  9   88ms     1/ 100 =  1%     1/ 100 =  1%  core2-te0-13-0-2.ilford.ukcore.bt.
net [109.159.251.11]
                                0/ 100 =  0%   |
 10   78ms     1/ 100 =  1%     1/ 100 =  1%  peer1-xe2-0-0.telehouse.ukcore.bt.
net [109.159.254.100]
                                0/ 100 =  0%   |
 11   82ms     0/ 100 =  0%     0/ 100 =  0%  LNDGW2.arcor-ip.net [195.66.224.12
4]
                                0/ 100 =  0%   |
 12   74ms     0/ 100 =  0%     0/ 100 =  0%  85.205.116.2

Trace complete.

C:\Users\User>

[Sukhi]

Hi peter100999

Welcome to the eForum The Traceroute looks fine to me. I've tried taking a look at your Sure Signal however the serial number is not being recognised, could you double check it’s correct?

Thanks

Sukhi

[peter100999]

Hi sukhi

Apologies I have given you the wrong nunber, the serial number is 21230680932

[Retired-Kay]

Hi peter100999, 

To make sure everything is as up-to-date as possible, I’ve just resynced your device for you so, 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 lights display release the reset button.
The Sure Signal will come online in around 1 hour.

Let me know how you get on. 

Kay

[peter100999]

Hi kay

I tried the reset last night and left it until this morning but no change. It run through its sequence and then just stopped on a solid power light?

[Retired-Andy]

Hi peter100999,

Your Sure Signal connected to our servers yesterday at 18:12, are you still unable to get a signal? I’ve also resynced your Sure Signal again to make sure it’s as up to date as possible. 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 lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know how you go on.

Thanks

Andrew

[peter100999]

Hi andrew

Nothibg had change it still had the solid power light on and thats it. I have reset as requested and the units power light came on and stayed solid, the internet connection light then started to flash and after approximately 3 minutes it went solid, then the tick light started to flash then all of the lights went off for a minute or two then it runs through the exact same sequence above. After a while it just goes back to the solid power light and does nothing else

[Retired-James]

Hi peter100999,

Thank you for getting back to us.

I can see that the Sure Signal did update yesterday afternoon at 15:05 (just after you posted), are you still having the same issue?

If yes, would you be able to test the Sure Signal of a different internet connection (friend, relative or neighbour’s) to verify if it is an issue with the box or something in the background that has changed.

James