Suresignal V3 dropping connection

[marc2629]

My suresignal keeps dropping the connection after it has been made. It has all lights on and is functioning exactly as it should do and then for no reason at all it drops the connection. This results in the following status:

Power: Flashing

Internet: Orange

Other lights: OFF

This is not a one off issue, it does this all the time. Normally it takes a reset then waiting for it to reconnect. I've changed broadband providers from BT to Sky (not because of this) and the issue has remained the same between the two providers.

Appreciate any help that can be offered.

 Speedtest below:

Ping test below:

http://www.pingtest.net/result/101660727.png

External IP

151.231.47.76

Serial number

40132211752

Traceroute result

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 vodafonemobile.wifi (192.168.0.1) 3.738 ms 2.556 ms 1.283 ms
2 97e72002.skybroadband.com (151.231.32.2) 8.192 ms 7.123 ms 8.434 ms
3 0278098a.bb.sky.com (2.120.9.138) 11.815 ms 12.867 ms
02780988.bb.sky.com (2.120.9.136) 15.028 ms
4 ae51.edge6.london1.level3.net (212.113.9.53) 9.344 ms 9.542 ms 8.883 ms
5 vl-3515-ve-129.csw1.london1.level3.net (4.69.166.74) 7.985 ms
vl-3516-ve-130.csw1.london1.level3.net (4.69.166.78) 9.530 ms
vl-3514-ve-128.csw1.london1.level3.net (4.69.166.70) 8.515 ms
6 ae-116-3502.edge3.london1.level3.net (4.69.166.134) 9.283 ms
ae-118-3504.edge3.london1.level3.net (4.69.166.142) 11.630 ms 8.366 ms
7 cable-wirel.edge3.london1.level3.net (195.50.124.26) 15.695 ms
195.50.118.230 (195.50.118.230) 8.647 ms 8.746 ms
8 ae22-xcr1.lns.cw.net (195.2.30.61) 7.990 ms 8.345 ms
ae10-xcr1.lns.cw.net (195.2.30.5) 8.186 ms
9 ae12-xcr1.lnd.cw.net (195.2.25.30) 9.515 ms * *
10 * ae15-xcr1.lns.cw.net (195.2.30.114) 20.790 ms *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * *

It just kept cycling the *** so I copied what was available.

[Retired-Simon]

Hi marc2629,

All of your tests look fine.

I’ve just resynced your Sure Signal to see if this makes a difference. To complete the process, it’ll need a factory reset as follows:

 Press the button on the foot of the device by the Ethernet sockets.

 - Hold it in for approximately 30 seconds.

 - When the lights come back on, release the button.

Thanks,

Simon

[marc2629]

Thanks for getting back to me Simon.

It's been fairly good so far with only a couple of disconnects and has connected again without a problem. Early days though so I will let you know of any problems I have. A nice bonus has been my iphone battery lasting the day now it's not hunting for a signal 🙂

[marc2629]

Hello,

I'm having the same issue with my sure signal as I described in the original post. Would it be possible to send a resync to see if it fixes the problem?

[Sukhi]

Hi marc2629,

I've resynced this for you. Please follow the steps Simon provided above to reset :).

Thanks,

Sukhi

[marc2629]

I still cannot seem to get it to connect. The power light stays on and the first light pulses white. 

Also when I press the reset button nothing happens unless i keep it pressed in well over a minute. At this point it goes through the cycle again, but I'm not sure if this is because I've kept the button pressed in or it's timed out trying to connect!

[Retired-Simon]

Hi marc2629,

That’s not a light sequence we’ve seen before. It’s also different to one you describe in your first post.

Does your phone show that you’ve got full 3G service when near the Sure Signal?

Is it only outgoing calls that are affected or incoming calls too?

Thanks,

Simon

[marc2629]

Hi Simon,

My phone isn't showing full 3g and I don't think it's connected to the suresignal so calls wouldn't be affected. I'll plug it in again and post back tomorrow with the status.

[marc2629]

Very strange, all seems to be working ok (for now). Let's hope it stays that way.

If I need to move the plug socket it's plugged into, will it cause problems now it's connected?

[Sukhi]

Hi marc2629,

Thanks for letting us know it's working :).

It shouldn't cause any issues if you need to move it.

Thanks,

Sukhi