Another SureSignal 3 not connecting to registered phones

[nickbennett77]

I've had a SS3 for just over a month. It's worked fine until a couple of days ago when our 4 registered phones stopped connecting.

I've tried de-registering/re-registering, different ethernet cable, reset using the button on the base of the unit.

The power, internet and service lights are all lit correctly but none of the phones will connect.

Nothing has changed over this time in terms of router (BT Homehub 5) or ISP. Router firmware hasn't changed. I had to manually open the necessary ports on the router to get the SS3 working originally and these are still showing as opened for the SS3.

Could you please take a look as our 'normal' vodafone signal is next to useless and there's 4 of us in the house not able to get a decent connection anymore.

Results of tests below

Speed test : Download 67.6Mbps, upload 18.98Mbps

Ping test : Packet loss 0%, Ping 16ms, Jitter 0ms, Overall Grade A

External IP : 109.152.12.45, IP6V ::ffff:6d98:c2d

Suresignal serial number : 42143139725

Traceroute:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Nick>tracert 212.183.133.177

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  BThomehub.home [192.168.1.254]
  2     6 ms     6 ms     5 ms  217.32.140.75
  3     6 ms     6 ms     6 ms  217.32.140.46
  4     6 ms     6 ms     7 ms  212.140.235.54
  5     7 ms     6 ms     6 ms  31.55.164.93
  6     7 ms     6 ms     6 ms  31.55.164.107
  7     6 ms     6 ms     6 ms  acc1-10GigE-0-2-0-5.bm.21cn-ipp.bt.net [109.159.
248.106]
  8    13 ms    15 ms    15 ms  core2-te-0-4-0-4.ilford.ukcore.bt.net [109.159.2
48.6]
  9    11 ms    11 ms    11 ms  peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.134]
 10    16 ms    14 ms    13 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    13 ms    13 ms    12 ms  85.205.0.86
 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.

C:\Users\Nick>

[Jenny]

Hi nickbennett77,

Everything you’ve posted looks fine and your Sure Signal has connected to our servers since your post. How are you getting on now?

If you’re still having problems, please try factory reseting  your Sure Signal:

1. Locate the button on the base of the box next to the Ethernet ports
2. Press and hold the button for approximately 30 seconds
3. Once the lights come back on, release the button

The Sure Signal will be back online in around 1 hour.

Then restart your phones and make sure 3G is turned on.

Thanks,

Jenny

[nickbennett77]

Thanks for the reply.

I did the factory reset and for a few hours just the first light was flashing. I left it overnight and when I checked this morning - success! I now have a full 5 bar signal again on the registered phones.

Although I'd used the button on the base to reset the unit several times, perhaps I hadn't been holding it down long enough.

Anyway - all OK now so thanks for your help.

[Sukhi]

Hi nickbennett77,

That's great! Thanks for letting us know :).

Thanks,

Sukhi