Problems with Sure Signal 3

[derekfernandes]

having problems with my sure signal..stopped working a few weeks ago and tried everything

ser no 21197019066

tried de-registering by when i try and register again, it says its already registered

regards

Derek

[Retired-Laura]

Hi @derekfernandes

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks,

Laura

[derekfernandes]

i tried everything. it seems to work sometimes with all lights lit, then drops out again

[derekfernandes]

Laura..

sorry attachment of traceroute

[Retired-Sarah]

Hi @derekfernandes

Everything on the provided trace route looks healthy, can you confirm your IP address for us?

If you’re using a BT home hub, please ensure the smart set up is turned off.

Thanks,

Sarah

[derekfernandes]

Sarah

ip address 86.143.156.76

I have a bt home hub3, but not sure how to turn smart setup off. Are you referring to channel selection?

[Sukhi]

Hi @derekfernandes

We're unable to provide support for third party devices. You'll need to contact your router manufacturer for steps on how to do this.

Thanks,

Sukhi

[derekfernandes]

Sukhi

i was asking what is meant about "disabling smart setup"

what does it refer to?. i can then work it out

[derekfernandes]

ive attded an attachment from the event log of by home hub 3//as you can see the vodafone sure signal keeps dropping the connection every 5 mins or so, then reconnecting...bt say its not on their kit

[Ben_H]

Hi @derekfernandes

This is a feature of the router you're using.

We're not licensed to provide support on it, so if you're unsure about updating Smart setup, please speak to your ISP.

Thanks,

Ben