Sure Signal V1 - not so sure - resync and update?

[RikRayner64]

Hi,

after months of wonderful uniterrupted 3G connectivity I recently accidentally disconnected my Sure Signal box from the RJ45 cable and have since been unable to receive 3G, apart from 2 periods of about 30 mins each in the last 5 weeks. This had previously happened but the service had restored itself within a couple of days.

Whilst previously this wasn't an issue I am now working from home and living in a rural area this is causing a few issues.

I have performed numerous restarts of my ADSL modem and router (BT Home Hub 3) but all are to no avail.  The Sure Signal shows the expected lights - 1, 2 and 4 and connectivity to the router is good with a known good cable.

I have changed nothing on the router (it worked fine previously with no port fwding, clamping or placing the Sure Signal device in the DMZ.)  

A resync and irmware update would be appreciated in an effort to restore my 3G connectivity, along with my faith in the Sure Signal!  When it works it's wonderful but it ican be a little temperamental!

Serial no 21196915504, postcode S72 0BF

Many thanks in advance

Rik

[Anonymous]

Hi Rik

The tech team will ask you to do the following so if you put up this info now it may cut down your waiting time

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[RikRayner64]

Your speed test results - 45.12mps

Your ping test results - 35ms

Your external IP address - 86.143.239.65

The results of a traceroute -

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub.home (192.168.1.254)  1.395 ms  1.748 ms  0.787 ms

 2  * * *

 3  * * 31.55.185.217 (31.55.185.217)  10.553 ms

 4  31.55.185.232 (31.55.185.232)  10.665 ms  11.100 ms  11.127 ms

 5  195.99.127.16 (195.99.127.16)  16.232 ms

    195.99.127.60 (195.99.127.60)  18.423 ms  18.539 ms

 6  peer1-xe0-1-0.telehouse.ukcore.bt.net (109.159.254.132)  20.593 ms  11.722 ms

    peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124)  11.316 ms

 7  lndgw2.arcor-ip.net (195.66.224.124)  15.131 ms  15.473 ms  34.597 ms

 8  85.205.0.86 (85.205.0.86)  13.671 ms  13.584 ms  13.120 ms

 9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

Your Sure Signal serial - 21196915504

However - why is ANY of the above necessary when it worked fine BEFORE the RJ45 was disconnected and failed afterwards.  I've worked in IT for 25 years and unplugging a network cable shouldnt require anything more than reconencting and restarting the Sure Signal at worse!  ONE thing changed - the SureSignal was disconnected for a brief period of time - during that 2-3 seca there was no power outage, no firmware updates, no change to my router configuration, no change to a device's static IP address - just a temporary loss of network conenction.

[Retired-Ian_]

Hi RikRayner64,

Your IP address is fine.

You're on the old firmware, so I've asked for the latest to be sent to you.

Please ensure you leave your Sure Signal on for the next 24 hours.

Thanks,

Ian

[RikRayner64]

Sadly despite waiting 24 hours there is still no 3G signal.  I have, of course, restarted the Sure Signal (after waiting the 24 hours) and held down the reset button, removed the power cable and waited for all lights to run through in sequence before releasing the reset button, and also restarted my phone.

[RikRayner64]

Desperation kicked in and I had the idea of factory resetting the Sure Signal box without a network cable plugged in, I then waited for the 4 light sequence and for the unit to return to a solid power light before reconnecting the RJ45 cable.

To my surprise, this has now brought my Sure Signal box back to life!  Hopefully it will remain in service overnight and still give me a full 5 bars of wonderful 3G connectivity in the morning...watch this space!

[RikRayner64 · Accepted solution]

3G service was still available this morning - it would appear that all is good with my Sure Signal box again :smileyvery-happy: