Suresignal not working

[Keithrow]

A month ago you managed to fix my sure signal which stopped working while I was on holiday. Now it has stopped working again: I have lights 1,2 and 4 fully lit. A tech over the phone yesterday re-synced it, but it made no difference.

[Retired-James]

Hi Keithrow,

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

James

[Keithrow]

Speed test 6.97 Mbps down

0.38 Mbps up

Ping 59 ms

Jitter 34 ms

Line Qual B MOS 4.33

Ext IP 86.141.113.170

[Ben_H]

Hi Keithrow,

Thanks for confirming. All seems healthy with the traceroute. When the technician performed a manual synchronisation for you yesterday, did you reset the unit after to complete the action? It will take up to an hour to come back online if so.

Also, have you recently updated or installed any new Firewall software that may be preventing a connection? Your ISP may implement this too so it's worth checking with them that nothing has changed.

Cheers, Ben

[Keithrow]

Ben. I did a reset. No good. 

No changes to firewall.

Please try manual synchronisation again. Suresignal number is 21197090604

[Retired-Simon]

Hi Keithrow

I've resynced your Sure Signal now. To complete the process, please 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

Thanks

Simon

[Keithrow]

Did all that. Still no joy

[Retired-James]

Hi Keithrow,

Can you do another reset for us but with a slight change?

-Hold in the reset button until all lights go solid

-Pull the power lead and the Ethernet cable out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

-Plug the Ethernet cable back in

This has proven to resolve a number of different issues.

James

[Keithrow]

Thanks. Tried that, No good.

Do you think it might be a hardware problem?

[Retired-James]

Hi keithrow,

It is possible but the best way to test it is to deregister the unit and register it again on a different internet connection if possible.

Also, if possible it may be worth registering another user on the Sure Signal to see if it picks their number up.

This will help us see if it the Sure Signal or something to do with your SIM not being picked up by the system.

James