3 Lights on on my Mk 1 Sure Signal, but no 3g Signal at home

[timefort]

My sure signal v1 suddenly stopped presenting a 3G signal a week ago after working for several years. It appeared to happen after a power cut, although that may be co-incidence.

3 lights are on as normal, but the 2 phones registered do not see any 3G or other cellular service.

I have twice tried to get this resolved by web chat & phoning in for technical support over the last week. I understood the suresignal was reset/re-initialised remotely and I have done a factory reset upon request. I was told they would take around 6 hours to take effect, but in neither case did it make any noticable difference. I am still without mobile signal and as a business user, this is not useful.

Any thoughts on a possible solution?

Thanks

[Retired-Andy]

Hi timefort,

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.

Thanks

Andy

[timefort]

Hi Andy,

Thanks - here's the info

serial: 21196906578

Download 2.83

Up 0.36

Pingtest 68ms, Jitter 4ms

IP: 31.50.221.216

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

 1  bthomehub (192.168.1.254)  1.235 ms  1.038 ms  1.010 ms

 2  esr11.birmingham6.broadband.bt.net (217.41.221.142)  31.412 ms  31.016 ms  30.987 ms

 3  217.41.221.125 (217.41.221.125)  31.900 ms  31.572 ms  31.969 ms

 4  213.1.69.10 (213.1.69.10)  31.872 ms  31.967 ms  32.474 ms

 5  31.55.164.61 (31.55.164.61)  31.519 ms  32.001 ms  32.552 ms

 6  31.55.164.107 (31.55.164.107)  32.289 ms  34.182 ms  32.493 ms

 7  acc1-10gige-0-5-0-6.bm.21cn-ipp.bt.net (109.159.248.100)  31.808 ms

    109.159.248.73 (109.159.248.73)  32.522 ms

    109.159.248.93 (109.159.248.93)  32.226 ms

 8  core2-te-0-2-5-0.ilford.ukcore.bt.net (109.159.248.2)  39.688 ms

    core2-te0-15-0-17.ilford.ukcore.bt.net (109.159.248.42)  43.437 ms

    core2-te0-15-0-16.ilford.ukcore.bt.net (109.159.248.32)  43.740 ms

 9  peer2-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.140)  98.965 ms  38.074 ms

    peer2-xe4-0-0.telehouse.ukcore.bt.net (109.159.252.29)  36.980 ms

10  t2c3-xe-11-2-1-0.uk-lon1.eu.bt.net (166.49.211.198)  37.726 ms

    t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net (166.49.211.180)  36.503 ms

    t2c3-xe-2-1-2-0.uk-lon1.eu.bt.net (166.49.211.192)  43.736 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  40.841 ms  38.074 ms  38.009 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

 seems to just keep going with * - is this timing out? I haven't waited but I guess it goes on until 64...

Anything leap out?

Thanks,

Rob

[DaveCD]

Hi timefort

I've checked and can see that your Sure Signal is running an old version of software.

I've requested the update to be sent to your Sure Signal, please do not turn off or reset the unit for 24 hours.

Let me know if there's any change after this time.

DaveCD

[timefort]

Thanks Dave - that seems to have done the trick - phone now sees a cellular network 🙂

Ta & rgds, Rob

[timefort]

maybe spoke too soon

After a day of working fine, my phone had a glitch this morning and took several minutes (around 10) to get anything from the sure signal after returning to the house - it's on again now, but didnt used to take any time at all to re-connect when returning home...a problem with a really old sure signal box or is it likely to be just a coincidence?

rgds, Rob

[Ben_H]

Hi Rob,

If you've not yet turned the phone off and on since the changes, you may need to do so. This will help it to transfer over when you come into range with the new settings.

Cheers, Ben

[timefort]

ok, thanks Ben, will do that