Please Resync my SS v3 - BT Home Hub User

[webwitch]

Hi, 

This is a recently purchased v3 SS unit which was working fine until 4 days ago.

Please can someone help me from tech team?  This needs re-syncing.

I am job searching, got no signal and have an expensive phone that is only good as a brick!

External IP:  86.155.252.99

Speed Test: See pic

Ping Test: see pic

TraceRoute: See pic

Sure Signal Serial number: 42151656727

What's happening on sure signal: solid red light and flashing white internet light (whilst plugged in and ethernet cable plugged in).

Ethernet cable isn't faulty and router isn't faulty, as had connected successfully before.

Registered on vodafone, have performed a factory reset and researched on internet prior to posting this.

BT user with BT HomeHub - haven't made any changes, no firewall changes etc

Please resync and check that my IP is on whitelist your end.

Thanks

Ping Test

 

Help please !!

[Retired-EricChe]

@webwitch

Thanks for getting in touch.

I've checked you IP address, and it's showing as being on our Whitelist. 

I’ve re-synchronised the Sure Signal for you today, which may take upto 24hours. During this time, please don't turn off or reset the Sure Signal.

After 24hours has passed, please complete this process by performing a factory reset;

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

If you’re still having problems after doing this please let us know.

Thanks

[webwitch]

@ericchester

yet again it's happened - loss of all service and connectivity with sure signal and my iPhone is yet again an expensive brick. 

Reboots ted don't work and nothing has changed on my phone or router end. 

To re cap - it's a version 3 - first solid red light and the next light is white flashing world - but no lights after that. 

Please would you be kind enough to send a resync or patch to it - you have all the info from before and I'll come back to you later today with tracert stuff. 

Thanks

webby

[Retired-Charles]

@webwitch - I've completed a resync for your Sure Signal, leave it connected for the next 24 hours.

[webwitch]

Hi Eric

Thanks, but it's still not working and the reset didn't help.
I'm missing important calls from kids schools and recruiters - please - I need this working or to be released from my contract.

Thanks

[Rahim]

@webwitch We're sorry to hear you're still having trouble. 

We've performed a remote factory reset on your Sure Signal which can take up to 24 hours to complete. 

After the 24 hours advised, please kindly power off your Sure Signal, router and phone for 10 minutes and power them all up and test to see if the issue has been resolved. 

If you're still having trouble, please try the Sure Signal in a different location, so we can determine if you have a faulty unit. 

[webwitch]

Hello

It went down today and then voila started working!
I had to reboot my phone also.

Thank you

[webwitch]

Thank you!

[webwitch]

Hello my same sure signal isn't working yet again. We went away on holiday and have come back and performed several reboots and resets.

Nothing has changed in our line or with our broadband.

Please can you perform a resync today? It's urgent.
Thanks

[webwitch]

@charles please can you perform a resync?
Thank you