Suresignal V1 wont register handset

[nmilnerharris]

I have a suresignal v1 that has stopped allowing my handset to register, my phone shows full signal but wont connect to the network.

I have already performed a factory reset as per the instructions in this forum.

http://www.pingtest.net/result/88578673.png

http://www.speedtest.net/my-result/3067519517

ip address : 151.230.247.3

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 10.0.0.1
2 * * 13 ms 97e74003.skybroadband.com [151.231.64.3]
3 14 ms 14 ms 15 ms 0278098e.bb.sky.com [2.120.9.142]
4 12 ms 11 ms 11 ms ae99.edge3.london2.level3.net [212.187.201.57]
5 11 ms 11 ms 11 ms ae-0-11.edge4.london2.level3.net [4.69.200.126]

6 20 ms 11 ms 13 ms ae-3-3.ebr1.london1.level3.net [4.69.141.189]
7 10 ms 11 ms 11 ms ae-42-42.ebr1.London1.Level3.net [4.69.167.22]
8 11 ms 12 ms 11 ms ae-57-112.csw1.london1.level3.net [4.69.153.118]

9 11 ms 11 ms 11 ms ae-119-3505.edge4.london1.level3.net [4.69.166.1]
10 29 ms 31 ms 31 ms 195.50.122.66
11 26 ms 25 ms 25 ms 85.205.116.14
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.

[Retired-Dave]

Hi nmilnerharris,

So we can take a closer look, can you post your Sure Signal serial number for me?

Can you also just let us know the following:

 - What lights do you see on the Sure Signal?

 - What happens if you pull the Ethernet cable from the Sure Signal before doing the reset, then pop it back in once it's finished rebooting?

Dave

[nmilnerharris]

I had steady lights 1, 2 and 4 and absolutle nothing on 3

The serial number is 21197216555

Did an RJ45 out reset about 2 hours ago and just have a solid light 1 still.

[Retired-Kay]

Hi nmilnerharris, 

We can push out a new firmware version to your Sure Signal but at the moment it's not connecting to our servers for us to do this. 

I've done a resync for you, please do a reset and let us know when this is done. 

Thanks, 

Kay

[nmilnerharris]

Hi,

This worked but my suresignal has once again stopped working as of a week ago.

Same symptoms as before, all the lights do the normal things but the handset will not register on the network.

[Retired-Dave]

Hi nmilnerharris,

Give the Sure Signal a reset for me.

This should now resynch it and download any software updates as well.

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave

[nmilnerharris]

Hi, 

I followed the procedure you outlined straight after you posted and it didn't work. I left the device all evening and my phone stayed connected but not registered on the network. 

[Retired-James]

Hi nmilnerharris,

As it’s been a couple of weeks since your last post, can you let us know what light sequence you’re now seeing?

In the meantime, I have noticed that there was a location profile issue with your registration which I’ve now updated.

Also, please make sure that the Sure Signal is switched on and connected if it hasn’t been since your last post.

James

[nmilnerharris]

Hi,

The device has been plugged in for about an hour and is showing steady lights on 1, 2 and 4.

as it stands at the moment my phone doesn't even seem to detect the presence of the device.

thanks

[Gemma]

Hi nmilnerharris,

Your Sure Signal is still on the old firmware version.

I’ve requested this to be pushed through for you.

Please leave the Sure Signal for at least 24 hours (ensuring it’s plugged in and switched on).

Thanks,

Gemma