Sure signal v3 stopped red light solid flashing white internet light

[aj56]

hi there

v3 stopped about 10 days ago - tried factory reset no joy

serial no 40470308133

Ping test 40ms

speed down 9.54

up 0.95

test ip 2.218.133.144

sky  router

what else is needed?

thanks

[aj56]

trace route added

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

  1    74 ms     4 ms     4 ms  SkyRouter.Home [192.168.10.1]  

2     *        *        *     Request timed out.  

3    36 ms    47 ms    38 ms  02780964.bb.sky.com [2.120.9.100]  

4    34 ms    43 ms    37 ms  ae51.edge6.london1.level3.net [212.113.9.53]  

5    35 ms    35 ms    35 ms  vl-3514-ve-128.csw1.london1.level3.net [4.69.166 .70]  

6    34 ms    35 ms    34 ms  ae-118-3504.edge3.london1.level3.net [4.69.166.1 42]  

7    37 ms    36 ms    36 ms  cable-wirel.edge3.london1.level3.net [195.50.124 .26]  

8    40 ms    40 ms    39 ms  195.2.30.61  

9    38 ms    37 ms    38 ms  ae14-xcr1.lnd.cw.net [195.2.30.113]  

10    39 ms    41 ms    41 ms  ae6-xcr1.bkl.cw.net [195.2.10.242]  

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     *

[Retired-Wayne]

Hi aj56,

Can you check that serial number? It’s not bringing anything up on our systems.

Thanks

Wayne

[aj56 · Accepted solution]

I will check serial no. - for future but SS started working again yesterday!

Thanks

[Zippy_finch]

Hi,

Hope you don't mind me adding to your post but I also have the same problem.

In addtion, it sometimes has a solid power light but a flashing service light.  I have tried pushing the reset button, resetting our router, unplugging then plugging in the sure signal and have also left it for several hours overnight following a reset but nothing seems to be working.  We have not moved the unit or changed anything to cause it to stop working - it just seems to have dropped out and won't reconnect.

We have had the problem now for 2-3 days and our signal without the sure signal is terrible so I'd be very grateful if tech support could please perform a reset?

Details are as follows:

BT openworld with a netgear router

speed test: ping 31ms

download 6.9mbps

upload 0.39 mbps

ping test: ping 58ms, jitter 10ms, grade B+

IP address: 86.171.202.15

ip46 :ffff:56ab:ca0F

sure signal serial no: 40132617719

Tracer route:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.0.1 (192.168.0.1)  3.894 ms  0.925 ms  0.677 ms

 2  217.32.142.7 (217.32.142.7)  9.374 ms  11.221 ms  9.498 ms

 3  217.32.142.46 (217.32.142.46)  8.632 ms  10.998 ms  7.845 ms

 4  host109-159-245-130.range109-159.btcentralplus.com (109.159.245.130)  9.215 ms  9.128 ms  9.283 ms

 5  31.55.165.147 (31.55.165.147)  9.009 ms  9.633 ms  8.980 ms

 6  31.55.165.109 (31.55.165.109)  9.003 ms  9.863 ms  9.362 ms

 7  core2-gig10-0-0.manchester.ukcore.bt.net (109.159.250.222)  9.184 ms

    acc2-10gige-9-2-0.mr.21cn-ipp.bt.net (109.159.250.228)  37.353 ms

    109.159.250.188 (109.159.250.188)  9.369 ms

 8  core2-te0-4-0-0.ealing.ukcore.bt.net (109.159.250.131)  19.289 ms  18.864 ms  19.922 ms

 9  peer2-xe10-1-0.telehouse.ukcore.bt. net (109.159.254.116)  20.385 ms  44.368 ms  18.225 ms

10  t2c3-xe-1-2-1-0.uk-lon1.eu.bt.net (166.49.211.186)  16.677 ms  34.028 ms  18.125 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  19.524 ms  18.534 ms  18.012 ms

12  * * *

[then it repeats the *** down to 64 then ends]

Anything you can do to help would be much appreciated!  Please let me know if you require any more info.

Thank you and kind regards

Nicola

[Retired-Andy]

Hi Nicola,

Everything is fine with your ping test and traceroute.

Your IP address is on our whitelist, so no problems there either.

Your upload speed is very close to the minimum needed for the Sure Signal to maintain a stable connection to our servers.

Do you have any other devices now using your internet connection; smart TV’s or a PC/laptop?

If so, they may reduce the speed which can cause the Sure Signal to drop the connection.

In this case, you’d need to speak with your ISP (Internet Service Provider) about increasing your connection speed.

If nothing has changed with your set up, make sure the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Also, try a different Ethernet cable between your router and the Sure Signal.

Another option is to reset the unit:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

If it’s still not working, try the unit on a different internet connection such as a friend or family member.

Cheers,

Andy

[Zippy_finch]

Hi Andy, I checked everything you suggested yesterday afternoon including a different ethernet cable but without any success.... then finally last night after several hours it came back on and seems to be working again!

Thank you for your advice - I'm not sure which thing on the list made it work, or if it just sorted itself anyway, but I can now finally get a signal after 3 days without so thanks for your help.

Incidentally we don't have any other items using the Internet connection, think it must just be rather slow around here - might be time to upgrade!

Kind regards

Nicola

[Retired-James]

Hi Zippy_finch,

It could have been a bit of a bandwidth problem causing the Sure Signal to stop working, but I’m glad it's working again for you.

James