SS3 no 3G signal since FTTC BT infinity

[westnelly]

Hello

I have a SS3 serial 40133830881.

It was working perfectly when I was on BT broadband using a Billion 7800 router.

Then on 27/1/14 I upgraded to Fibre with BT (FTTC) and because they no longer supply an open reach modem, I have had to use the HH5 from BT.

Then my problems with the SS3 started - the SS3 shows that it is connected (two solid white lights) but my phone (iphone 5s) my wife’s phone (iphone 5) and my brothers phone (Samsung) wont pick up a 3G signal. I contacted customer support who did a resync for me, and I reset the SS3, but nothing happened.

Then out of the blue on Friday (21/2/14) I was at home and noticed that my phone suddenly had a full 3G signal and was able to confirm that this was from the SS3 as I made a call and noticed that the 3rd white light illuminated, indicating that I was using the SS3 for the call (which is obvious given the weak signal for Vodafone in my area, usually I have to hang out the window and hope for just 1bar).

Now I had given up hope that I would get the SS3 working, as there are many posts that say that the SS3 wont work with PPPoe (which if true, vodafone please catch up, as more and more people are using fibre and you should not be peddling products that cost £100 that actually are becoming obsolete).

But given I did get a connection on PPPOE shows me that my ports are correctly open & was able to connect. 

Now the signal has gone again. Please help.

Thanks

Neil

I have the following speediest result

download 55.14 Mb/s

Upload 16.9 Mb/s

Grade A line

Ping test:

http://www.pingtest.net/result/93765064.png

my ip address is:

109.156.179.248

Trace route results:

Traceroute has started…

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

 1  bthomehub (192.168.1.254)  4.088 ms  1.205 ms  1.113 ms

 2  217.32.147.111 (217.32.147.111)  8.148 ms  9.411 ms  8.534 ms

 3  217.32.147.174 (217.32.147.174)  8.420 ms  11.272 ms  10.078 ms

 4  212.140.206.82 (212.140.206.82)  12.485 ms  13.683 ms  12.744 ms

 5  213.120.180.169 (213.120.180.169)  13.642 ms  13.809 ms  13.270 ms

 6  217.41.169.109 (217.41.169.109)  15.395 ms  14.197 ms  14.441 ms

 7  acc2-xe-1-3-0.sf.21cn-ipp.bt.net (109.159.251.203)  12.950 ms

    acc2-xe-0-0-3.sf.21cn-ipp.bt.net (109.159.251.207)  13.690 ms

    acc2-xe-0-0-2.sf.21cn-ipp.bt.net (109.159.251.205)  13.895 ms

 8  core2-te0-0-0-4.ealing.ukcore.bt.net (109.159.251.155)  24.178 ms

    core2-te-0-4-0-16.ealing.ukcore.bt.net (109.159.251.59)  25.923 ms

    core2-te-0-13-0-12.ealing.ukcore.bt.net (109.159.251.177)  21.098 ms

 9  peer2-xe3-2-1.telehouse.ukcore.bt.net (109.159.254.225)  20.851 ms  20.782 ms  20.429 ms

10  166-49-211-190.eu.bt.net (166.49.211.190)  22.382 ms  20.657 ms  20.369 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  20.383 ms  22.513 ms  20.480 ms

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[Gemma]

Hi Neil, 

All fibre optic broadband’s use PPPoE but most routers have a bridge which connects PPPoE to a PPPoA connection, which is why you can use BT Infinity with the Sure Signal. 

Although we can’t guarantee it will work with all routers.

I can see your Sure Signal made contact with the network last night. 

Is everything up and running now?

If not please let me know what light sequence you’re now seeing. 

Thanks, 

Gemma

[westnelly]

Hi Gemma

Thanks for your note.

I also noticed that the SS was working last night, but did not work all day Saturday or Sunday until the evening so it does seem to be very intermittant.

I will keep a record of when it is working and not and let you know when the downtime occurs, as it does seem a little strange that is sometimers works and sometimes does not - could it be a fault with the hardware?

Thanks

Neil

[Ben_H]

Hi Neil,

With you mentioning a pattern with the downtime, is there a chance this could be down to a lot of devices using your internet connection? 

I'd recommend the speedtest be carried out when you see a problem and another when you see it connecting OK. This could help rule out a problem with the unit and save you sending it in for repair unnecessarily. 

Cheers, Ben

[westnelly]

Hi Ben

Thanks for you note.

I have just got home form work and my mobile nor my wifes are getting a signal from the SS - the lights are on, showing it is connected (eg I have the red pwoer light on plus the next two lights are solid white withthe end light no on)

I did a speed test (see link below) which was showing 54.9mb/s down and 18.41mp/s up, so I dont think that is the problem

Do you think my next step is to get a replacement unit to try?

Thanks

Neil

[URL=http://www.speedtest.net/my-result/3331602399][IMG]http://www.speedtest.net/result/3331602399.png[/I...

PS - here is my traceroute results too

Traceroute has started…

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

 1  bthomehub (192.168.1.254)  4.417 ms  1.204 ms  1.135 ms

 2  217.32.147.111 (217.32.147.111)  8.222 ms  9.722 ms  8.547 ms

 3  217.32.147.158 (217.32.147.158)  8.567 ms  11.470 ms  8.625 ms

 4  212.140.206.98 (212.140.206.98)  18.220 ms  15.241 ms  12.705 ms

 5  217.41.169.201 (217.41.169.201)  12.285 ms  12.706 ms  12.528 ms

 6  217.41.169.109 (217.41.169.109)  12.408 ms  13.035 ms  13.067 ms

 7  acc2-10gige-9-3-0.sf.21cn-ipp.bt.net (109.159.251.223)  12.314 ms

    acc2-xe-7-3-0.sf.21cn-ipp.bt.net (109.159.251.235)  12.284 ms

    acc2-10gige-3-2-0.sf.21cn-ipp.bt.net (109.159.251.217)  12.609 ms

 8  core2-te-0-4-0-17.ealing.ukcore.bt.net (109.159.251.61)  23.851 ms

    core1-te-0-4-0-17.ilford.ukcore.bt.net (109.159.251.53)  21.601 ms

    core1-te-0-4-0-16.ilford.ukcore.bt.net (109.159.251.51)  19.922 ms

 9  peer2-xe7-0-1.telehouse.ukcore.bt.net (109.159.252.41)  19.377 ms

    peer2-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.130)  41.515 ms  17.313 ms

10  166-49-211-198.eu.bt.net (166.49.211.198)  20.360 ms  20.390 ms  22.490 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  20.183 ms  20.191 ms  20.321 ms

12  *

[westnelly]

UPDATE - connection this morning to SS box - here are the my speedtest results and trace route now that I have a connection:

I cannot see anything different to last night - just seems odd that last night no signal and today I have one.

[URL=http://www.speedtest.net/my-result/3332678661][IMG]http://www.speedtest.net/result/3332678661.png[/I...

Traceroute has started…

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

 1  bthomehub (192.168.1.254)  1.549 ms  5.160 ms  1.228 ms

 2  217.32.147.111 (217.32.147.111)  8.509 ms  8.374 ms  8.512 ms

 3  217.32.147.158 (217.32.147.158)  10.593 ms  10.055 ms  10.998 ms

 4  212.140.206.98 (212.140.206.98)  15.304 ms  12.765 ms  12.579 ms

 5  217.41.169.201 (217.41.169.201)  12.444 ms  12.164 ms  11.789 ms

 6  217.41.169.109 (217.41.169.109)  12.616 ms  12.788 ms  15.874 ms

 7  acc2-xe-5-1-3.sf.21cn-ipp.bt.net (109.159.251.245)  11.853 ms

    acc2-xe-1-2-0.sf.21cn-ipp.bt.net (109.159.251.195)  12.293 ms

    acc2-10gige-11-3-0.sf.21cn-ipp.bt.net (109.159.251.227)  11.951 ms

 8  core1-te-0-4-0-17.ilford.ukcore.bt.net (109.159.251.53)  22.089 ms  24.846 ms  24.122 ms

 9  peer2-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.130)  16.836 ms

    peer2-xe7-0-1.telehouse.ukcore.bt.net (109.159.252.41)  21.566 ms

    peer2-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.130)  17.012 ms

10  166-49-211-198.eu.bt.net (166.49.211.198)  20.092 ms  19.704 ms  41.371 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  19.996 ms  19.858 ms  19.676 ms

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[Retired-James]

Hi westnelly,

Thanks for getting back to us.

As this is an intermittent issue it’s unlikely to be a Sure Signal fault unless the unit is overheating.

When you stop getting a 3G signal, do you see a different light sequence to when it is working?

Can you try a different Ethernet cable?

Also, do you notice this happens more when you’ve been out of range form the Sure Signal?

If yes, can you do a couple of tests where you cycle aeroplane mode for a few seconds when you come back in range?

As the Sure Signal doesn’t support Macro to Femto network handover, a data connection in the background could be stopping the connection.

James