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Solution

New Sure signal V2, BT home hub 3 & BT infinity

neilalexrose
2: Seeker
2: Seeker

‎05-12-2013 11:11 AM

Our Suresignal V1 stopped providing us with 3G signal after several years of service.  After many attempts to sort it with technical support, we sent the device away for repair, and were offered a replacement V2 box in it's place. 

  So far we have not been able to get this to work with our mobile phones.  The power/signal light is on, so by all accounts it should funtion, but no luck.  We are using an iphone 4s & blackberry torch respectively, so they are both 3G phones.

  I've been into the Homehub's settings and re-assigned all the port forwarding stuff, still nothing.  Below is the results of the tests that are recomended by the forum's tech team:

 

SSv2 Serial number: 40113801761

Speed test

ping 12ms

Download 37.14 mbps

Upload 9.02 mbps

 

Ping test

 

Unable to test packet loss

ping 34ms

jitter 1ms

 

IP address 86.160.93.15

 

 

traceroute to 212.183.133.181 (212.183.133.181), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  6.853 ms  3.323 ms  2.708 ms

 2  217.32.140.71 (217.32.140.71)  7.851 ms  8.146 ms  7.885 ms

 3  217.32.140.14 (217.32.140.14)  8.285 ms  10.623 ms  7.895 ms

 4  217.32.141.250 (217.32.141.250)  8.767 ms  11.593 ms  8.440 ms

 5  31.55.164.49 (31.55.164.49)  8.995 ms  10.463 ms  8.160 ms

 6  31.55.164.107 (31.55.164.107)  8.803 ms  8.763 ms  8.143 ms

 7  acc1-10gige-0-1-0-5.bm.21cn-ipp.bt.net (109.159.248.90)  8.491 ms

    acc1-10gige-0-7-0-4.bm.21cn-ipp.bt.net (109.159.248.70)  8.691 ms  8.814 ms

 8  core1-te0-13-0-4.ealing.ukcore.bt.net (109.159.248.8)  19.638 ms

    core1-te0-4-0-4.ealing.ukcore.bt.net (109.159.248.4)  20.510 ms

    core1-te0-1-0-5.ealing.ukcore.bt.net (109.159.248.0)  20.328 ms

 9  peer1-xe0-1-0.telehouse.ukcore.bt.net (109.159.254.132)  13.419 ms  14.185 ms  12.740 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  15.562 ms  15.722 ms  13.892 ms

11  85.205.116.14 (85.205.116.14)  14.230 ms  14.425 ms  14.429 ms

 

 

As I have no mobile signal, I can't call 191 easily to ask for help.  Can any of the tech team offer any further advice please?

 

 Thanks

 Neil

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3 REPLIES 3

Ben_H
Moderator (Retired)
Moderator (Retired)

‎06-12-2013 11:02 AM - edited ‎06-12-2013 03:43 PM

Hi Neil,

 

Welcome to the eForum and thanks for posting your details ready.

 

Your speedtest results are terrific and there's nothing amiss with the traceroute and IP details too. Often when you get a new Sure Signal, you'll need to deregister it and register it again to get it set up. I can see this was done back on 16th October. Was this issue present back then?

 

I've pushed a manual synchronisation through for you to get your unit software up to date. Can you reset your Sure Signal to complete the process for me? 

  • Locate the button on the base of the box next to the Ethernet ports.
  • Press and hold the button for approximately 30 seconds.
  • Once the lights come back on, release the button.
  • The Sure Signal will come online in around 1 hour.

 

Many thanks, Ben

 

 

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neilalexrose
2: Seeker
2: Seeker
In response to Ben_H

‎06-12-2013 12:02 PM

Hi Ben

 

 Whatever you did seems to have solved it, having reset the router as instructed, I now have full 3G signal and can make phone calls through the sure signal! Thank you very much!

 In Answer to your question about the registration of the device on the 16th October, actually the v2 replacement box we now have was registerd in November (in my partners name), and no, until today it had never worked properly.

 

  As an aside, we will often leave the sure signal off (along with the broadband routers) for a week or so at a time (as we sometimes work away from home), and save electricity by switching all the devices off.  Is this likely to be causing our intermittant connection issues with the SSv2 box?  Is the box loosing itself by us leaving it off for extended periods of time?  Or is it able to pick up where it left off when switched back on?

 

 Thanks again

 neil

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Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to neilalexrose

‎09-12-2013 01:39 PM

Hi neilalexrose, 

 

This can cause issues as it's not connecting to our servers when it's unplugged. It can take up to six hours to reconfigure when you plug it back in. 

 

If you experience any issues you can always do a resync as Ben did through the Sure Signal dashboard on your My Vodafone account. 

 

Thanks 

 

Kay

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