Sure Signal 3. BT Infinity with Asus Router. Connects and then disconnects after a day or so

[accosta]

Hi

I am using sure signal 3 with BT Infinity. It works and then disconnects after a day / week or whenever it feels like.

When is disconnects I see the following:

Power -  flashing

Internet - solid orange

Service - off

In use - off

I then reset or unplug and replug sure signal and all works finee until it decides go down again.

I am using an Asus RT AC66U router and have configured all ports.

Please help.

[accosta]

Hi

I have already.

It is not the router ?

With respect I think it is more technical than this

Kind Regards

[Ben_H]

Hi accosta,

In that case it could be your internet connection. If you're unsure how to set up port forwarding as mentioned on the eForum, you can speak to your ISP or router manufacturer who will offer to set it up for you or guide you through it step by step.

If they set it up and it's still not working, you'll be able to send your Sure Signal in for a warranty repair.

Many thanks, Ben

[accosta]

Hi

Yes, I have set up port forwarding. My internet is strong

Also I have a new sure signal

I would like to know basis for your answers as there is no consistency.

Kind Regards
A costa

[Retired-Andy]

Hi accosta,

The questions we have asked are to try and see where the root cause of your issue may lie.

I can see that your Sure Signal connected to our servers yesterday at 01:09, is everything now working again for you?

To make sure it’s as up to date as possible, I’ve just resynced it for you.

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

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

If you do see the same issue again, try the unit on a different internet connection, that of a friend or family member for example.

If it works there without issue, then it suggests there’s something in your current set up that’s causing your problem.

If you see the same symptoms then, as Ben has mentioned, you may need to send the Sure Signal for repair.

Thanks,

Andrew