Resync please

[kirtonestate]

We are a farming business with 3 Sure Signals, 2 are working fine, 1 stopped working about a week ago.  We upgraded to BT Fibre in September 2015, although we are still at the end of a copper cable (the fibre box is about 1 mile away), and our broadband speed is now reasonable for our position out in the sticks.

The SS which is not working is a Version 1.  We have swapped the power cable, and that is not the problem.  I am aware that there is a problem with some Sure Signals at the moment but am not sure if we are affected as the other 2 devices, a V1 and a V3, are both working fine although they are on different BT lines.

In the past we have been able to ask Vodafone to do a remote reset but the support person I spoke to at length yesterday was unable to put me through to anyone who could do that.  Please can someone do this for us as I feel this is the first step to investigating the issue we have at the moment.  The serial no is 21197061308.  I would appreciate any comments on this issue.  Many thanks.

[Retired-Wayne]

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

[kirtonestate]

Hi

Details as follows:

Version 1 SS, Lights 1 and 2 solid only

Speed test:

Ping 11ms

Download 6.95mbps

Upload 1.07mbps

IP address 81.155.110.41

IPV6 address ::ffff:519b:6e29

Serial no. 21197061308

C:\Users\PC>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms BTBusinessHub.home [192.168.1.254]
2 * * * Request timed out.
3 * 10 ms 10 ms 31.55.186.193
4 11 ms 11 ms 11 ms 31.55.186.228
5 11 ms 10 ms 11 ms 195.99.127.58
6 13 ms 13 ms 13 ms peer6-BE8.telehouse.ukcore.bt.net [213.121.193.1
83]
7 12 ms 11 ms 11 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.23
8]
8 11 ms 11 ms 11 ms 166-49-211-254.eu.bt.net [166.49.211.254]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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\PC>

I would still like you to do a remote reset, just to reassure me that we have done all we can.  The strange thing is that we have 2 other SSs on site, both of which are working fine.

Please let me know if I need to do anything else.

Regards

Marilyn

[Retired-Wayne]

@kirtonestate

It looks like you’re being affected by the current issue, outlined here.

I know you’ve mentioned that other Sure Signals are working fine, but this issue isn’t affecting everyone and the fact that it’s on a separate line, also makes it more likely.

[kirtonestate]

Sure Signal reset itself and came back to life over the weekend, so was obviously part of the general BT v SS problem.  At least we were able to get some sense from this forum as to what was going on - the Vodfone support over the phone was pretty useless - I shall know where to come next time we have a problem.