Sure Signal 3 Drop Out

[diggygun]

My Sure Signal3  box connected to a BT Hub 2 keeps crashing. Sometimes it works OK for weeks then it crashes a couple of times per week. When it does this, it displays the following lights; Power - Solid Red / Internet- Flashing Amber. Pressing the reset button doesn't work and the only wy to get it working again is to completely unplug it from the socket and then plug it back in, eventually the correct solid lights come back on. I know the router is working OK as this is in use all day and other items connected to it are fine.

Thanks in advance for your help.

[Retired-Matt_Vo]

Hi

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.

Your Sure Signal serial number:

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

Matt
Moderator

[diggygun]

Details as requested.

Your speed test results; 

Downstream; 10.6mb

Upstream; 0.9mb

Your ping test results;

Ping; 36ms

Jitter; 4ms

Your external IP address;

86.164.167.69

The results of a traceroute.

 Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\David>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 25 ms 99 ms 99 ms BThomehub.home [192.168.1.254]
2 23 ms 22 ms 22 ms 217.32.141.149
3 23 ms 22 ms 23 ms 217.32.141.222
4 26 ms 25 ms 25 ms 212.140.235.74
5 26 ms 26 ms 26 ms 213.120.182.69
6 26 ms 27 ms 26 ms 31.55.164.109
7 26 ms 26 ms 26 ms acc2-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.
248.242]
8 34 ms 30 ms 32 ms core1-te0-15-0-7.ilford.ukcore.bt.net [109.159.2
48.146]
9 31 ms 30 ms 30 ms peer1-xe4-1-0.telehouse.ukcore.bt.net [213.121.1
93.152]
10 34 ms 34 ms 34 ms lndgw2.arcor-ip.net [195.66.224.124]
11 32 ms 34 ms 32 ms 85.205.116.10
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\David>

Your Sure Signal serial number:

40131541308

[Retired-James]

Hi diggygun,

I think that this could be firmware related so I’ve asked for the latest version to be pushed out to you.

You'll need to leave the Sure Signal switched on and connected whilst this is done.

James

[diggygun]

Hi James

Do you notify me when this is complete?

[Retired-James]

Hi diggygun,

This has been done for you.

Can you let me know how things are today?

If you’re still having trouble, can you also restart your router and your Sure Signal?

James

[diggygun]

Hi James

It is working at the moment. I will let you know if there are any further problrms.

Regards

David