Suresignal 1 keeps resetting

[nickbennett77]

I've had my Suresignal 1 for about 3 years now. Same router, same ISP throughout this period and the Suresignal has worked fine.

Couple of weeks ago I noticed my phones weren't connecting and found that only the first (top) light was lit. Tried everything in the troubleshooting guide and changed the router also to completely different make/model but without any success. After a SS reset, the first light illuminates, then the second will flash for a while and stay steady, then the 4th light flashes for a few minutes before all lights go out and the cycle starts again.

Results of tests below:

Serial number : 21230241032

Speed test    Ping 10ms    Download 12.06 Mbps    Upload 0.97 Mbps

Pingtest    Packet loss 0%    Ping 22ms    Jitter 7ms    Grade 'A'

External IP Address : 86.129.13.131

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    88 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]

  2     9 ms     9 ms     8 ms  217.32.141.132

  3     9 ms     9 ms     9 ms  217.32.141.174

  4    13 ms    12 ms    12 ms  212.140.235.66

  5    13 ms    12 ms    12 ms  213.120.182.69

  6    13 ms    13 ms    12 ms  31.55.164.109

  7    13 ms    12 ms    13 ms  acc2-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.248.242]

  8    18 ms    19 ms    20 ms  core2-te0-15-0-15.ealing.ukcore.bt.net [109.159.248.162]

  9    17 ms    17 ms    17 ms  host213-121-193-148.ukcore.bt.net [213.121.193.148]

 10    19 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    18 ms    18 ms    18 ms  85.205.116.10

 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.

Could you see if there's anything at your end causing this please or let me know if it looks like the SS is faulty?

Thanks

[Retired-Kay]

Hi nickbennett77, 

You can try it at a different location such as a friends house, if it connects then we can rule out a fault with the device itself. 

Before you try that I've done a resync for you, please do the reset set out below to complete the process;

1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4

2 - Remove the power cable then the LAN cable

3 - Insert ONLY the power cable

4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 minutes should do it).

5 - Insert the LAN cable and wait

Let us know how you get on, 

Kay

[nickbennett77]

I've tried re-setting (several times) since you did the re-sync at your end, but no difference I'm afraid.

Haven't had chance to try it at a different address yet. Hope to do that this weekend.

[Retired-Dave]

Hi nickbennett77,

Let us know how you get on.

Dave

[nickbennett77]

I've tried my suresignal at another house and get exactly the same sequence of lights, i.e. after light #4 has flashed a few times, all lights go off, light 1 comes on, light 2 flashes for a while then goes steady, then light 4 flashes a few times before starting the whole cycle again.

It's a different ISP and router at the other house so I'm guessing that the most likely cause of this is that the SureSignal has failed. Anything else I can try before I buy another?

Thanks.

[Sukhi]

Hi nickbennett77

If it's under warranty we can offer to repair it, see here for way to arrange this.

Thanks

Sukhi

[nickbennett77]

It's not under warranty as it's three years old unfortunately.

[Retired-Dave]

Hi nickbennett77,

You're correct, that would be outside the two year warranty period.

From what you've described, it does look like you'll need to buy a replacement.

Dave