New Sure Signal V3 Not Connecting

[yanpearce]

I have a sure signal. Power light and 2 white lights are on but it will not connect to the phone(Samsung S6).

Speed test, ping test,etc in attached word doc.

Serial number is 42151674217

What can I do?

Thanks

Ian

[yanpearce]

Mark

Speed test, ping and IP adress were included in attachment to my first post above.

Trace route results were:

C:\Users\Tom>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms     1 ms    <1 ms  BThomehub.home [192.168.1.254]

  2    26 ms    24 ms    25 ms  217.32.141.10

  3    25 ms    25 ms    25 ms  217.32.140.238

  4    27 ms    27 ms    28 ms  host109-159-245-2.range109-159.btcentralplus.com

 [109.159.245.2]

  5    28 ms    28 ms    28 ms  213.120.182.67

  6    28 ms    28 ms    28 ms  31.55.164.107

  7    28 ms    28 ms    27 ms  109.159.248.71

  8    35 ms    35 ms    39 ms  core1-te0-13-0-4.ealing.ukcore.bt.net [109.159.2

48.8]

  9    35 ms    37 ms    32 ms  109.159.255.101

 10    34 ms    54 ms    36 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    34 ms    34 ms    34 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.

[CAVOK]

I had a three hour long scheduled power cut today and when everything came back online (router, Sure Signal etc.) the mobiles all connected to the Sure Signal perfectly. It is a bit bizzare, because I had rebooted everything individually. Next time maybe I will ask the electricity company to cut our power off!

So I am back working. Thanks for the help.

[Retired-Wayne]

@yanpearce

Have you tried completely deregistering and re-registering the Sure Signal as suggested above?

[yanpearce]

Hu Wayne

I have deregistered and reregistered the suresignal last night but still have no signal, just the power light and the first 2 white lights both solid.

What next?

[yanpearce]

As an update, I still have no signal and the lights have changed. Now all I have is the power light and a flashing internet light. Other 2 lights are off

[Sukhi]

@yanpearce

I've sent you a private message with details on how to get in touch.

For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.

[yanpearce]

It may help speed up the solution for others re suresignal v3 problems if I post the PM I received, as basically after posting all the diagnostics here for the last week I still have to go to customer service.

"As your query is account specific, we’re unable to help you on the forum.

To reach customer services you can:

• Call 191 from your Vodafone mobile (calls are free on Pay monthly or 25p on Pay as you go) or 03333040191 from any other phone
• Speak to Live help on our Contact us page
• Visit your local store"

I will give this a try but do so with some trepidation as last time I was on line or a call for 2 hours and still had no resolution :smileysad:

[yanpearce]

ok

I have deleted and added the phone but now I have the power light and a flashing internet light. The two lights to the right are not on. Help!!!