Suresignal not working

[turnbull140]

Hi
 

I'm having the issues with my SureSignal.

It worked fine since purchase however in June I ended my contract due to being out of the country for 6 months.  When I came back i stared a new contract and tried to get my sure signal working again howevr it will not.  I've been through all faultfinding as laid down in the threads and nothing has changed until I recently started getting the Disco lights.  I have all port forwarding set as per the PF Config settings.  I get it changing between light 1 on, light 1 on light 2 flashing, light 1 & 2 on, light 1& 2 on and 4 flashing or the suresignal disco (1, 2 & 3 on, 2 on, 1 & 3 on, 1, 2 & 3 on etc)

My info is as below

Speed test Result - Down - 8.84Mbps, Up - 0.88Mbps
Ping test results - Ping - 25ms, Jitter 3ms
External IP Address - 90.196.212.246

Traceroute - .

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

C:\Users\Scott>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     *        *        *     Request timed out.
  3    30 ms    31 ms    23 ms  ip-89-200-132-223.ov.easynet.net [89.200.132.223
]
  4    25 ms    25 ms    90 ms  ae99.edge3.London2.Level3.net [212.187.201.57]
  5    25 ms    25 ms    25 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  6    25 ms    25 ms    25 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
  7    26 ms    25 ms    26 ms  ae-44-44.ebr1.London1.Level3.net [4.69.167.30]
  8    25 ms    25 ms    25 ms  ae-58-113.csw1.London1.Level3.net [4.69.153.122]

  9    44 ms    25 ms    26 ms  ae-122-3508.edge4.London1.Level3.net [4.69.166.1
3]
 10    54 ms    53 ms    53 ms  195.50.122.66
 11    41 ms    41 ms    40 ms  85.205.116.6
 12     *        *        *     Request timed out.

Sure Signal serial number: 21231982964

If you need any more info please get back to me.

[Sukhi]

Hi turnbull140

Thanks for providing your Traceroute, everything looks ok. Your IP address is on our whitelist. Your speed test and ping test seem fine.

To make sure it's up to date on our network I’ve given the SS a re sync from our end, can factory reset to complete the process?

Locate the button on the base of the box 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 be back online in around 1 hour.

Thanks

Sukhi

[turnbull140]

Hi,

Thanks for getting back to me.

I've done this twice this evening with no success.  Can you advise what to do next please.

Further to this what did you mean by saying the unit was on the white list?

[Retired-Andy]

Hi turnbull140,

A whitelist is an ‘allowed’ list rather than a ‘blocked’ list.

Can you try this reset process for me to see if it helps?

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• Re-insert the Ethernet cable
• The Sure Signal will come online in about an hour

If this doesn’t help, try the unit on a different internet connection, that of a family member or friend etc.

Let me know how you go on.

Cheers,

Andrew