No network but SureSignal looks OK

[AdrianRoberts]

Hi,

we had a power outage during last night. Today, everything appears to be working, but actually there is no mobile signal seen from the SureSignal. The lights are on and steady as normal (the SureSignal has been in use for months), but mobile phones show "No service".

I've done a reset and power off/on, to no avail.

What light sequence you're seeing: (V3) red power and two solid white lights, as per normal working

Your speed test results: 55 down, 14 up

Your external IP address: 212.159.112.138

Your Sure Signal serial number: 42152666303

The results of a traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  dsldevice (192.168.1.254)  1.006 ms  0.759 ms  0.720 ms

 2  lo0.10.central10.ptw-bng01.plus.net (195.166.128.170)  13.150 ms  12.966 ms  12.835 ms

 3  irb.10.ptw-cr02.plus.net (84.93.249.2)  13.444 ms  13.421 ms  17.016 ms

 4  195.99.126.182 (195.99.126.182)  14.281 ms  13.769 ms  14.141 ms

 5  t2c3-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.238)  13.439 ms  13.343 ms  13.461 ms

 6  166-49-211-254.eu.bt.net (166.49.211.254)  14.099 ms  13.508 ms  13.922 ms

 7  * * *

 8  * * *

 9  * * *

10  * * *

11  * * *

12  * * *

etc.

Thanks for your help,

Adrian

[Rahim]

@AdrianRoberts It sounds like the power outage has disrupted the Sure Signal and therefore made it lose connection. 

I've resynced your Sure Signal to force a reconnection. Please note it can take up to 6 hours for the device to start working again. 

[AdrianRoberts]

Thanks Rahim. Unfortunately that hasn't fixed it. I've tried another reset, too, to no avail.

[Rahim]

@AdrianRoberts I can see your Sure Signal has recently made a connection. 

Are you still having trouble? 

[AdrianRoberts]

Yes, still no service I'm afraid. I'm surprised about there being a connection - our phones resolutely show "No service" and I haven't seen any change for the last four days. It's getting to be quite a pain, really (it's quite a walk to find a phone signal).

Anything else we or you can do?

Thanks.

[Rahim]

@AdrianRoberts I can't see any issues with your Sure Signal from our end and the light sequence you've mentioned is as it should be. 

We'll need to do a remote factory reset on the Sure Signal to resolve your issue. 

You'll need to contact our team via Live Chat to get this sorted. 

[AdrianRoberts]

OK, I got someone to do the remote reset and have waited the requisite four hours and re-started the SureSignal ..... and the phones STILL show "No service".

We've been without phone signal for five days now. Can anyone help get this actually sorted?

Thanks.

[Rahim]

@AdrianRoberts It can take up to 24 hours for the Sure Signal to obtain a connection after a factory reset. 

Please can you test again and get back to us?

[AdrianRoberts]

@Rahim - After waiting the four hours as advised yesterday, when I switched backed on the SureSignal obtained a connection in the usual way - the power and two white lights were on and steady. But "No service" on phones.

I've just tried a power off and on again. The lights are on as normal, but still no signal for phones.

I feel a little like I'm being fobbed off here. Is my SureSignal faulty and needs replacing (it is only a few months old, the previous one having quite literally blown up)?

[Rahim]

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