Sure signal suddenly stopped working

[juliemwilliams]

My sure signal suddenly stopped working yesterday it has a steady power on light but seems to go through a cycle of trying to connect constantly. It gets as far as the top two lights being on and the fourth light flashing before going back to the one power light only being on. I have tried rebooting the box several times now, have tried rebooting the Internet (which is working fine) also. Could you point me in the right direction of how to fix the error as without the box I have no signal on my mobile. It is the first version of the box and the serial number of the box is 21230691509. Thanks in advance

[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

[juliemwilliams]

Thanks for your reply the details requested are below:

Speed test results: download speed 5.75Mbps upload speed 0.68Mbps

Ping: 31ms

External IP address: 2.126.242.223

Sure signal serial number: 21230691509

Results of traceroute:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Julie>tracert 212.183.133.177

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

  1     1 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2    22 ms    23 ms    23 ms  bm2.swcit-dhcp.isp.sky.com [2.126.242.254]
  3     *        *        *     Request timed out.
  4    34 ms    31 ms    31 ms  0278099c.bb.sky.com [2.120.9.156]
  5    31 ms    31 ms    30 ms  89.200.131.189
  6    31 ms    31 ms    32 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  7    46 ms    35 ms    36 ms  AMDGW1.arcor-ip.net [195.69.145.123]
  8    38 ms    39 ms    38 ms  92.79.213.137
  9    55 ms    55 ms    55 ms  85.205.116.10
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Look forward to hearing from you!

[Retired-Andy]

Hi juliemwilliams,  

Thanks for the information.

Everything looks fine with your speed test and ping test. Your IP address is on our whitelist, so no problems there either.

Your traceroute looks fine and although there’s a timeout at hop 3, the trace still reaches our servers.

The lights you were initially seeing show that the Sure Signal was being configured.

I’ve checked your serial number and can see that it connected to our servers at 03:21 today, is it still not working?

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

[juliemwilliams]

No it is still not working...I have just performed the reset as instructed so fingers crossed this solves it!

[juliemwilliams]

So it's still not working...I had two lights on and then the fourth light flashing then it just goes back to the one light back on....any further ideas??

[juliemwilliams]

Any further advice please as the box is still not working and therefore no mobile signal for the third day now.....

[juliemwilliams]

Day four of no signal and becoming increasingly frustrated. ..can you please suggest anything as reset has not worked and still getting the same sequence of lights as originally posted. Thanks

[Retired-Andy]

Hi juliemwilliams,  

I’ve checked your serial number today and it was showing that a location move had been detected.

This can be caused by your ISP making changes or by a software update they may have sent to your router.

I’ve changed your postcode to a different one and back to the original to clear this message.

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

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[juliemwilliams]

Hi...tried the reset last night and still not working this morning!!!!