Sure signal v2 has stopped working - please help?

[bwillcocks]

Hi,

My sure signal has stopped working.

The serial number is: 40113134437

I have tried hard reset and also deregistered and re-registered it to no avail.

Could you check it has correct firmware and is connecting with VF servers correctly?

Many thanks,

Ben

[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

[bwillcocks]

Hi Matt,

Thanks for your prompt reply.
The troubleshooting didn't resolve it so here is the info you requested:

Your speed test results from here.
Download – 6.7Mbps Upload 0.39Mpbs
Your ping test results from here.
21ms
Your external IP address from here.

86.172.238.216

The results of a traceroute.

C:\windows\system32>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    99 ms    98 ms  BThomehub.home [192.168.1.254]

  2    13 ms    12 ms    11 ms  esr9.miltonkeynes4.broadband.bt.net [217.47.154.

140]

  3    12 ms    12 ms    13 ms  217.47.154.125

  4    16 ms    17 ms    16 ms  213.1.69.26

  5    17 ms    17 ms    16 ms  31.55.164.249

  6    17 ms    16 ms    16 ms  31.55.164.109

  7    22 ms    22 ms    22 ms  acc2-10GigE-0-0-0-6.bm.21cn-ipp.bt.net [109.159.

248.210]

  8    28 ms    22 ms    21 ms  core1-te0-15-0-17.ilford.ukcore.bt.net [109.159.

248.174]

  9    20 ms    21 ms    21 ms  peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159.

254.124]

 10    26 ms    25 ms    26 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    23 ms    22 ms    23 ms  85.205.116.2

 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.

Your Sure Signal serial number:

 40113134437

Kind regards,

Ben

[Retired-Dave]

Hi bwillcox,

Everything you've posted there seems fine, so I've given the Sure Signal a resync. Can you reset the box for me? Make sure you follow these directions exactly as they may be slightly different from what you've tried before.

• Pull the Ethernet cable from the Sure Signal.
• Hold down the reset button until all the lights show (about 30 seconds).
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in.
• The Sure Signal will come online in around 1 hour.

If this doesn't help, can you confirm what lights you're seeing on the Sure Signal box?

Dave

[bwillcocks]

Hi Dave,

Thank you. I'll try this this evening and update you tomorrow.

Kind regards,

Ben

[bwillcocks]

Hi,

Unfortunately the reset, following the exact steps described, didn't help either.

The red power light is showing.

The first light next to the power light is also on (it is circular and has 5 vertical bars in it).

Please advise what is the next step?

Kind regards,

Ben

[Retired-Andy]

Hi Ben,

The lights that you’re seeing show that the Sure Signal is set up and ready for use.

I can see it connected to our servers yesterday at 20:05, is everything now working correctly for you?

Thanks,

Andrew

[bwillcocks]

Hello,

Thank you. Curiously it now works for my wife's phone but not my own.

I cannot add my own number to the list of users (my number ends in 374).

When she makes calls the light that is a 'phone' lights up on the Sure Signal. She has 5 bars signal in the house.

I have no signal still. Please could you advise how I can get it to work for my own phone?

Thanks

Ben

[Retired-Andy]

Hi Ben,

We’ll need to look into this to see what’s happening with your number.

See how to get in touch with us here.

Thanks,

Andrew

[bwillcocks]

Hi,

Unfortunately the reset, following the exact steps described, didn't help either.

The red power light is showing.

The first light next to the power light is also on (it is circular and has 5 vertical bars in it).

Please advise what is the next step?

Kind regards,

Ben