SS3 not working, light sequence does not match any in troubleshooting guide

[cyclingjason]

My SS3 suddenly stopped working at 8pm last night. It had a solid amber light on the internet (solid red power).

I recycled the power and ever since then it has a solid red power light, and a flashing white Internet light.

Any suggestions please ?

[cyclingjason]

Details

Tracert
1  skyrouter.home (192.168.0.1)  5.464 ms  1.459 ms  0.845 ms
 2  * * *
 3  te0-4-0-0.pr1.enlba.ov.easynet.net (89.200.135.90)  26.702 ms  19.873 ms  24.090 ms
 4  ip-84-38-37-104.easynet.co.uk (84.38.37.104)  24.559 ms  24.806 ms  24.271 ms
 5  195.50.122.113 (195.50.122.113)  21.488 ms  45.799 ms  46.312 ms
 6  195.50.122.66 (195.50.122.66)  57.212 ms  53.203 ms  58.671 ms
 7  85.205.116.2 (85.205.116.2)  53.169 ms  64.856 ms  61.132 ms
 8  * * *
 9  * * *

External IP

151.225.185.229

Serial Number

40132336195

Speed Test

Upload = 0.94Mbps

Download = 11.58Mbps

[Jenny]

Hi cyclingjason,

Thanks for posting all that info.

Your traceroute looks fine however your Sure Signal is showing  as last connected on 4 September.

I’ve re-synced this for you today so please perform a factory reset as follows to complete this:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour.

Thanks,

Jenny 

[angelcakes]

I have the same problem with my SS3 solid red power light and constant flashing internet light, been like that for 2 days rebooted, de-registered and re-registered, tried everything can you help?? 

speed test
ping 34ms
download 13.51 mbps
upload 0.98 mbps

pingtest
packet loss 0%
ping 28ms
jitter 2ms

ip
86.157.219.183

Tracing route to 212.183.13.177 over a maximum of 30 hops

1 86 ms 96 ms 100 ms BThomehub.home [192.168.1.254]
2 11 ms 17 ms 10 ms 217.32.145.7
3 10 ms 10 ms 9 ms 217.32.145.46
4 17 ms 17 ms 17 ms 212.140.235.146
5 18 ms 18 ms 18 ms 217.41.169.249
6 16 ms 14 ms 14 ms 217.41.169.109
7 15 ms 15 ms 15 ms acc2-xe-0-3-1.sf.21cn-ipp.bt.net [109.159.251.23
7]
8 213 ms 40 ms 51 ms core2-te-0-13-0-10.ealing.ukcore.bt.net [109.159
.251.179]
9 51 ms 29 ms 30 ms peer2-xe3-3-1.telehouse.ukcore.bt.net [109.159.2
54.227]
10 23 ms 60 ms 25 ms 195.99.126.129
11 58 ms 65 ms 58 ms xe-0-0-1.vienna51.vie.seabone.net [195.22.215.16
2]
12 51 ms 54 ms 67 ms telekom-austria.vienna51.vie.seabone.net [195.22
.215.41]
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.

 Serial number 40132113834

[Retired-Andy]

Hi angelcakes,

The light sequence you’re seeing shows that the Sure Signal is being configured but it should only take a maximum of 6 hours.

Any interruption will force the process to start from scratch again.

I’ve checked your serial number and can see that it connected to our servers last night at 22:09, are you still seeing the same lights?

To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Let me know how you go on.

Hi cyclingjason,

Your Sure Signal connected to our servers at 21:28 yesterday, is it now working again?

I’ve also resynced your unit for you.

Follow the reset process above and let me know how you go on.

Cheers,

Andrew

[angelcakes]

Hi Andrew,

Thank you its working great with my blackberry but not with my daughters iphone 4S i've tried taking her off and adding her again, also rebooted her phone several times. I am unable to check her sim as we dont have another iphone here, but it had worked with the VSS before. Are there any settings we need to change? Hope you can help. 

[Retired-Dave]

Hi angelcakes,

If the Sure Signal is working for one handset then the settings should be fine.

Looking at our system here, it looks like you removed and re-added the number quite quickly. This can sometimes prevent the changes being picked up. Try removing it, waiting for an hour or so, then re-adding it and resetting the Sure Signal.

Let us know if this helps.

Dave

[cyclingjason]

no working after i called support and they sent a 'refresh'

[cyclingjason]

Thanks Jenny !

[cyclingjason]

It's happened again. Details are as above, please can this get sorted. i assume we do not have to go through this every night ??