Sure Signal 3 not working even after reset

[wackymatt]

Dear Support

My sure signal has been trouble free for the 2 years I've had it. For the past 24 hours its been broken.

The power light is solid, but the internet light is flashing about once every 2 seconds, the other two lights are off.

I have reset my BT home hub router, I have also done a 20 second reset on the sure signal. I Still have the same problem.

The Serial number is: 40123620086

Here is a copy of the tracert output to 212.183.133.177:

C:\Users\Matt>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 BTHomeHub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 8 ms 8 ms 8 ms 31.55.187.168
5 8 ms 8 ms 8 ms 195.99.127.164
6 8 ms 8 ms 8 ms 195.99.127.68
7 9 ms 10 ms 9 ms 62.6.201.215
8 11 ms 9 ms 11 ms lndgw2.arcor-ip.net [195.66.224.124]
9 10 ms 10 ms 11 ms 85.205.0.86
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.

Trace complete.

PLease can you help. We are unable to make mobile calls without the sure signal at home.

Thanks Matt

[wackymatt]

Its still broken. Can someone help?

[wackymatt]

I've noticed that the Suresignal is occassionally has the orange service and in use light on, power flashing. Followed the troubleshooting instructions, here are the results of the tests

Speed Test:

Down 34.62 Mbps

Up: 5.5Mbps

Ping 16ms

Ping Test:

Ping 12ms

Jitter 1ms

Line Quality B*

External IP address

86.183.88.241

SS3 Serial Number:

40123620086

Traceroute:

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 BTHomeHub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 8 ms 31.55.187.129
4 8 ms 8 ms 8 ms 31.55.187.168
5 8 ms 8 ms 8 ms 195.99.127.164
6 9 ms 9 ms 9 ms 195.99.127.68
7 8 ms 8 ms 8 ms 62.6.201.215
8 12 ms 9 ms 9 ms lndgw2.arcor-ip.net [195.66.224.124]
9 10 ms 9 ms 10 ms 85.205.0.86
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.

Trace complete.

I have also added the port forwarding to the SS3 on the home hub. I am suspusicous this has something to do with BT changing my IP address.

[wackymatt]

Just moved the SS3 to plug into the router directly. The SS3 is now completley dead so I'm assuming the unit has a hardware fault which is causing the connection issues

Whats the warranty period on these things? I dont fancy shelling out another £100

[Retired-Kay]

Hi @wackymatt 

Your Sure Signal is outside of the warranty period (24 months) unfortunately. 

Please try the Sure Signal at an alternative location. If the same thing happens, then it does point to a faulty device. 

Thanks, 

Kay

[wackymatt]

Hi Kay,

The unit is definitely faulty, I'm getting a replacement delivered to me so I now a happy bunny.

Kind Regards

Matt