v3 suresignal not working

[matt_jackson]

Hi.  My suresignal 3 has not been working for a week now.  Ive been through the trouble shooting guide and have a flashing power light and solid orange on the far right.

I've been through the port forwarding and MAC addressing on BThomehub5 this morning but it seems to no avail.

It is registered and active (I've checked in My Account) and all seems ok. 

It was working fine until I rebooted it last week since when it hasn't been working.  I rebooted it as someone was telling me my line to them seemed 'wooly sounding' and thoight a reboot might refresh the signal.  Silly me.

Further tech info:

DLS:18.68 Mbps

ULS: 9.4Mbps 

My Ip: 86.142.83.28

Serial number: 40132106846

tracert:

>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    24 ms     1 ms     2 ms  bthub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3    11 ms    11 ms     *     31.55.187.181
  4    11 ms    11 ms    12 ms  31.55.187.180
  5    12 ms    11 ms    12 ms  core2-hu0-19-0-1.southbank.ukcore.bt.net [195.9
.127.174]
  6    14 ms    12 ms    12 ms  peer6-hu0-11-0-1.telehouse.ukcore.bt.net [195.9
.127.13]
  7    11 ms    39 ms    11 ms  t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.2
6]
  8    11 ms    10 ms    11 ms  166-49-211-254.eu.bt.net [166.49.211.254]
  9     *        *        *     Request timed out.
 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 help - this is costing my business money.

[Retired-Charles]

@matt_jackson - I've performed a resync of your Sure Signal, please leave it connected and allow for any updates for the next 24 hours.

Keep us updated.

[matt_jackson]

Thanks.. will do

[matt_jackson]

So, no change up till now - still flashing power and solid orange far right...

[Rahim]

@matt_jackson You'll need to deregister your Vodafone Sure Signal and register it again after 24 hours.

This will update your device on our server and help resolve the issue.

[matt_jackson]

I de-registered yesterday morning and re-registered this morning.  Had email and text notificatoins that the SS is registered.  No change in the light sequence.

[matt_jackson]

Hi, The lights remain as I originally reported, flashing power and solid orange on the far right on my VSS3.

Can anyone help?  This is now resulting in lost revenue and masses of frustration.

[Retired-EricChe]

@matt_jackson

Sorry to hear you're still having trouble with your Sure Signal.

I understand you've already discussed the issue with your Internet Service Provider (ISP), however the light sequence you've provided usually means there's an issue connecting to the router.

Is it possible for you to try a new Ethernet cable?

[matt_jackson]

@EricChester

Hi Eric,  Yes I had tried a different ethernet cable but this had no effect.  I have reverted back this morning to the one supplied with the SS.

A bit of history:

A few months ago I upgraded to BT Infinity and therefore got a new BT Hub (hub5).  I pluged it in etc and the SS came back good with no changes IE I didn't add any SS related ports or IP's.  Basically nothing, and the SS was working fine.

Then a couple of weeks ago I rebooted the SS box as someone was saying that my mobile line sounded a bit like I was underwater.  Since then it hasn't worked.

I have added the ports and assigned them to the MAC address of the box and applied port clamping to no effect.

What next, any ideas?  Should I unset everything I have set in my homehub and try again?

[Rahim]

@matt_jackson Did you unset everything as you mentioned? 

If you're still having trouble, please try your Vodafone Sure Signal in a different location. 

If the device obtains a connection whilst in a different location, then this will determine if it's an issue with your ISP.