Problems with Sure Signal 3

[izzyn]

Hi there

Ever since purchase I have had problems with Sure Signal 3.  Looking through forums there are some problems similar to mine but nothing quite the same.  Sometimes I have a flashing red / solid orange light (which I cannot see in troubleshooting) and sometimes a solid red/flashing white light.  Sometimes when all the lights are as they should be I get the call failed message.  This is all very frustrating.  It will work for a few hours and then stop so I unplug and plug back in and its ok for a bit and then stops working again,  I am also unable to re-set the sure signal as your troubleshooting guide suggests I should eb able to - the only reset I can do is unplug and plug back in again.  The router is a BT Home Hub 3.  Below are details you have asked of other posters...

Speed test:  6.78 Mbps down, 0.36 Mbps Up

Ping test: 43ms 

External IP: 86.131.166.146
Serial number: 40131937886

Traceroute results

(on my work PC which access the network via VPN, not sure if this makes a difference?)

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

C:\Users\nichollsi>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     3 ms     1 ms  BThomehub.home [192.168.1.254]
  2    11 ms    11 ms    11 ms  217.47.72.58
  3    11 ms    11 ms    10 ms  217.47.206.161
  4    18 ms    17 ms    18 ms  213.1.69.42
  5    18 ms    17 ms    19 ms  217.41.169.209
  6    18 ms    17 ms    19 ms  217.41.169.109
  7    18 ms    17 ms    18 ms  acc2-xe-0-2-1.sf.21cn-ipp.bt.net [109.159.251.21
3]
  8    24 ms    27 ms    25 ms  core1-te0-13-0-2.ilford.ukcore.bt.net [109.159.2
51.137]
  9    25 ms    25 ms    25 ms  peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159.
254.124]
 10    30 ms    30 ms    28 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    24 ms    24 ms    24 ms  85.205.116.10
 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\nichollsi>

Many thanks Izzy

[Retired-Andy]

Hi izzyn,

The lights you’re now seeing show that there are issues with the connection between the router and Sure Signal.

Do you have the option of trying a different Ethernet cable?

There should be instructions in your router manual on how to access the admin panel.

You would use your browser to do this and the address would look like http://192.168.1.1 (the numbers would depend on the make of router).

Let me know how you go on.

Cheers,

Andrew

[izzyn]

Hi there. Ok, changed the Ethernet cable and it worked fine for a bit, then had the flashing power, steady orange light sequence yesterday. Opened all the posts as suggested this morning, re-set everything and it worked fine for rest of the day. Just on the way to bed and have the flashing red/steady orange lights again so will have to reset. Surely it is not right that I am having to re-set daily, often twice daily? Can it not be accepted that this is a faulty unit and be replaced?

[Sukhi]

H izzyn

You're right that you shouldn't have to re-set daily, it does sound like it may be faulty. We can offer you a repair. See how to arrange this here :).

Thanks

Sukhi

[izzyn]

Hi Sukhi thank you for your response. I need this item to support working from home and don't find your offer of repair acceptable. This item is less than 6 months old and has never worked properly, even to the point where I have had to replace the Ethernet cable at my own cost. This renders it unfit for purpose under the sales of goods act and therefore it should be replaced. If you are unable to authorise this, please can you pass my posts to someone who can. Many thanks Izzy

[Sukhi]

Hi izzyn

When a product falls faulty outside the initial cooling off period (7 days) then the next step would be a repair. This will be the same decision across the board.

Thanks

Sukhi