Sure Signal Failure

[JAMESJ1974]

Sure Signal flashing red Power light and constant amber In Service and In Use lights (see attached images).

Ethernet cable swapped with no change to symptoms.

Speed Test

Ping 11

Download 92.17

Upload 10.39

IP Address

82.22.228.80

IPV6 Address

::ffff:5216:e450

Sure Signal Serial Number

43171250251

Traceroute

1 <1 ms <1 ms <1 ms 192.168.254.1
2 9 ms 21 ms 8 ms 10.31.180.1
3 9 ms 8 ms 11 ms cosh-core-2a-xe-103-0.network.virginmedia.net [82.23.167.37]
4 * * * Request timed out.
5 * * * Request timed out.
6 22 ms 24 ms 15 ms m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
7 15 ms 16 ms 16 ms 213.46.174.130
8 17 ms 27 ms 15 ms ae32-xcr1.lns.cw.net [195.2.24.126]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

[Mark]

I'm sorry for our delay in replying @JAMESJ1974 and that you've been struggling to connect to our network through your Sure Signal, I can see it last connected on 13 September. The light sequence you're seeing confirms the Sure Signal is struggling to maintain a connection, please try connecting with a new Ethernet cable, reboot your Sure Signal and restart your phone as this will restore your service.

Please let us know how you get on when you've tried this.

[JAMESJ1974]

I've tried all the suggestions that you've made and there's no improvement. If it did connect on 13 Sep then it wasn't for long enough to do anything useful. Prior to that it had been unstable for up to 2 months. I can't remember exactly when it started to fail.

[Mark]

Thanks for the update @JAMESJ1974, I'm sorry the advice given hasn't help resolve your query. As your Sure Signal's not connected for a while, I've resynchronised this with our network. This can take up to 6 hours to complete. After this time, restart any connected phones. If resynchronising it doesn't help, please try to connect your Sure Signal in a different location and keep us updated on your progess.

[JAMESJ1974]

Thanks for your help Mark. I've been working on this for a few weeks and I've already tried the Sure Signal box on another broadband connection. Time to move to O2.

[Alex]

@JAMESJ1974 If you do change your mind and wanted further support, please feel free to pop us a message back