Sure signal version 2 problem

[Jenkins]

Hi,

Sure signal has been working intermitantly for some time and has now stopped working all together. Sometimes both lights are off and sometimes both are flashing.

Model: 9361 Home Cell V2-V

Serial number: 40113844456

Mac@: 5067F0766B18

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 api.home [192.168.1.254]
2 44 ms 43 ms 44 ms 217.47.251.122
3 44 ms 44 ms 45 ms 217.47.251.161
4 45 ms 43 ms 44 ms 213.1.69.198
5 44 ms 45 ms 44 ms 31.55.165.251
6 45 ms 44 ms 44 ms 31.55.165.109
7 42 ms 44 ms 43 ms core2-gig7-0-0.manchester.ukcore.bt.net [109.159.250.218]
8 54 ms 53 ms 53 ms core1-te0-13-0-0.ilford.ukcore.bt.net [109.159.250.137]
9 53 ms 51 ms 51 ms peer1-xe3-0-0.telehouse.ukcore.bt.net [109.159.254.215]
10 56 ms 58 ms 54 ms lndgw2.arcor-ip.net [195.66.224.124]
11 53 ms 53 ms 52 ms 85.205.116.6
(12 - 30 * * * Request timed out.)

Thanks for your help,

Mat

[Retired-PaulE]

Hi Jenkins, 

Your Sure signal hasn't updated with us since Thursday and there's a location move showing - if you haven't moved the Sure Signal to another place this could indicate that your ISP (Internet Service Provider) has made some changes which have stopped the connection.

Can you provide a little more info for me:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The name of your ISP

Try logging into your online account and changing the location postcode to a different one, then changing it back after a couple of hours too.

Thanks

Paul

[Jenkins]

http://www.speedtest.net/result/2778737370.png

http://www.pingtest.net/result/82716613.png

IP: 86.158.206.251

BT Internet

Has always worked fine with these connection properties up until a few weeks ago.

Unforunately my mum has forgottent the details with which she set up the Sure signal - doesn't seem to be linked to her account.

Thanks for your help,

Mat

[Ben_H]

Hi Jenkins,

Thanks for responding with those details. If your mum is able to follow the instructions on how to reach my team here, we'll be happy to get her access reset so that we can carry on testing to get this fixed.

Cheers, Ben