Ver 1 Sure Signal box stopped working for multiple weeks now

[TopDog129]

Hi,

My Ver 1 Sure Signal box has stopped working for the last few weeks (been fine for multiple years). Below is the usual info requested. The box only has 1 green light and have reset it multiple times with no luck.

Any help would be greatly appreciated in getting this resolved.

Thanks,

TD

Your speed test results from here. 203.79 Mbps download 12.42 Mbps Upload (http://www.speedtest.net/my-result/5068102185)

Your ping test results from here. 13ms (http://www.pingtest.net/result/139442593.png)

Your external IP address from here. 81.107.128.253

The results of a traceroute (from router):
traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 64 byte packets
1 * * *
2 80.2.137.105 10.000 ms 10.000 ms 20.000 ms
3 * * *
4 * * *
5 212.250.25.62 10.000 ms 20.000 ms 10.000 ms
6 195.66.224.209 20.000 ms 30.000 ms 10.000 ms
7 85.205.0.86 10.000 ms 30.000 ms 10.000 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Your Sure Signal serial number: 21227861370

[cineriv]

---

@TopDog129 wrote:

I have de-registered the device sucessfully but now when I try and go to register the device I am getting the following error.

Sorry – there seems to be a problem.

Something went wrong, sorry. Our techs are working hard to get it sorted - so please pop back later. - [1b2]

So either it is a general system wide issue (tried a couple of times in the last few hours), or it is a specific user problem.

---

Hi TD,

Yes, the error you are getting is a general issue which is yet to be resolved.

As it is an account issue no one on the forum has access.

Your best bet is to try 'Live Chat' .......... http://www.vodafone.co.uk/contact-us/index.htm

Or Tech support on 191 by mobile or 03333 040 191 by landline.

Regards,

Mike.

[TopDog129]

Hi, so I have done a full de-register/register and after a few resets still no resolution.

Could someone tell me if they see the suresignal attempting to connect to the network?

Thanks,

TD

[Retired-Charles]

@TopDog129 - The last contact from your Sure Signal was at 03:19 today (15/02/2016).

Leave it connected for at least 24 hours to allow for any updates to take place.

[TopDog129]

Hey Charles, It has been connected since yesterday morning. When I checked this morning it was still not connected.

Will give it a another day and drop a post if no change.

Thanks,

TD

[TopDog129]

Hey Charles,

The box has been connected since Monday but at the moment it still only has one light. Do you have any ideas?

Any further checks I can do from my side to rule out network problems?

Sure signal is connected directly to the Virgin Media router. Router has uPnP enabled and ipsec passthrough is enabled as well.

Any suggestions greatly appreciated.

Thanks,

TD

[Retired-Charles · Accepted solution]

@TopDog129 - Try your Sure Signal on another connection (a friend or relative), if that doen't work it means that it will need to be replaced.

[TopDog129]

Just looking at my tracert again.. does this traceroute look normal?

Wondering whether three hops in middle that have "Request timed out" is normal or could that be cause Sure Signal to not connect?

C:\Users\rvora>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 3 ms 1 ms 1 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 14 ms 17 ms 18 ms brnt-core-2a-xe-031-0.network.virginmedia.net [80.2.137.105]
4 * * * Request timed out.
5 * * * Request timed out.
6 20 ms 15 ms 25 ms tclo-ic-3-ae0-0.network.virginmedia.net [212.250.25.62]
7 15 ms 17 ms 15 ms ldngw1.arcor-ip.net [195.66.224.209]
8 19 ms 20 ms 28 ms 85.205.0.86
9 * * * Request timed out.
10 * * * Request timed out.

[Retired-Charles]

@TopDog129 - The traceroute looks fine, try another connection like I mentioned to see if we get connection from there.

[TopDog129]

Hey Charles,

I gave up in the end and replaced my v1 sure signal with a v3 sure signal. Everything now working fine.

Will need to look at what is wrong with the v1. Maybe it was the power support but very strange.

Thanks for the support.

TD

[cineriv]

Hi TopDog129,

If the remedy that Charles has suggested doesn't work ..........

Firstly check the ethernet cable between the Sure Signal and the router, check it is firmly connected at both ends, try another lead if possible.

On the Sure Signal where the ethernet cable plugs in, there are 2 small led's ........ a yellow one that should be flashing as data passes and a green one which should be static.

If everything appears ok, it could possibly be due to a degraded power supply. Replacements are available from Amazon or Ebay and cost around £10 -12.

But firstly, have a look around for a suitable unit with a 12 Volt output @ around 1.5Amp capacity and the appropriate connector that you could 'borrow' to prove the fault. Suitable units can be found on external hard drives, monitors, printers, routers etc.etc.

Regards,

Mike.