Lights: power - solid, internet - solid white, service - solid orange, use - flashing/solid

[Retired-Lee]

This issue has the following symptoms:

• Power: Solid
• Internet: Solid White
• In Service: Solid Orange
• In Use: Flashing/Solid White

This light sequence indicates that the Sure Signal is active but poor audio quality is received.

This is caused by radio interference as sometimes the Wi-Fi signal from the router, can interfere with the 3G signal from the Sure Signal.

Troubleshooting:

In order to prevent this from happening, please move your Sure Signal to another location.

If the symptoms continue please add the following details to this thread:

• Your speed test results from here
• Your ping test results from here
• Your external IP address from here
• Your Sure Signal serial number
• The results of a traceroute

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

Thanks,

Jenny

[thettiimm]

Dont quite have that, have a solid red light and a flashing internet - flasting white and other two off

IP address 86.6.119.55

Ping 21ms

31mbps download 2mbps upload

Route

1 156 ms <1 ms <1 ms 192.168.1.1
2 9 ms 1 ms 1 ms routerlogin.net [192.168.0.1]
3 8 ms 8 ms 8 ms 10.22.248.1
4 10 ms 8 ms 9 ms croy-core-2b-ae7-728.network.virginmedia.net [81
.96.226.61]
5 10 ms 10 ms 10 ms popl-bb-1c-ae10-0.network.virginmedia.net [81.96
.226.5]
6 * * * Request timed out.
7 * * * Request timed out.
8 25 ms 11 ms 12 ms nrth-bb-1b-ae0-0.network.virginmedia.net [62.254
.42.130]
9 13 ms 14 ms 13 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
10 17 ms 14 ms 14 ms ldngw1.arcor-ip.net [195.66.224.209]
11 14 ms 14 ms 15 ms 85.205.0.86
12 * * * Request timed out.

[Retired-Rodney]

Hi @thettiimm 

To look into this further, please send us your Sure Signal serial number.

Thanks,

Rodney

[thettiimm]

40132000627

Thanks

Tim..

[Ben_H]

Hi Tim,

Thanks for that. Looking at the systems our end and your traceroute, I think I know what it could be. Do you have IPSEC on your router set up?

As we're not able to offer router support, be sure to have a chat with your ISP if you're unsure how to check or change this.

Let me know how you get on.

Cheers,

Ben

[thettiimm]

IPSEC is set up (and always was), plugged the sure signal box directly into the ISP router now.

Tim.

[Retired-Matt_B]

Hi @thettiimm,

If you can let us know if it's now up and running, that'd be great

If it's not, we'd recommend setting up the Sure Signal in a different address. This will rule out anyhardware issue with it.

Thanks,

Matt