Sure Signal 3 Not connecting

[nops]

Hi, 

Having problems with my VSS V3 connecting. Please can you help 

Serial Number * 40124232907  Status active

Date of registration 13/12/2012 20:53:16

Your IP Address is 77.96.122.165

Your IP Address is 77.96.122.165

Pingtest results

http://www.pingtest.net/result/74047622.png

speedtest results

http://www.speedtest.net/result/2377919666.png 

ISP Virgin media

Router Virgin media SuperHub  

C:\>tracert 212.183.133.177

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

1 39 ms 7 ms 10 ms 10.89.168.1
2 9 ms 10 ms 18 ms croy-core-2b-ae7-719.network.virginmedia.net [81.96.225.173
]
3 12 ms 21 ms 32 ms popl-bb-1c-ae10-0.network.virginmedia.net [81.96.226.5]
4 11 ms 16 ms 48 ms nrth-bb-1c-ae7-0.network.virginmedia.net [62.253.174.137]
5 11 ms 9 ms 15 ms nrth-bb-1b-ae11-0.network.virginmedia.net [62.253.174.109]

6 16 ms 15 ms 12 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
7 16 ms 28 ms 18 ms LDNGW1.arcor-ip.net [195.66.224.209]
8 19 ms 14 ms 22 ms 85.205.116.6
9 * * * Request timed out.
10 * * * Request timed out.
11 ^C

[Retired-Kay]

Hi philc88, 

That's fine, we've had reports the lights don't go out until you release the reset button. 

It's still not connected to our servers so can you deregister the unit for me and re-register it after a few hours?

If this still doesn't work please try it at a different location (friend/family members) so that we can rule out a device fault. 

Let us know how you get on, 

Kay

[woofy123]

I recently changed router as it wasn't connecting to my BT ISP anymore (up until that point my SS3 was working fine) and replaced it with a BT Home Hub 4 but now the SS3 has a steady red, flashing connecting light and no other. Please can you help.

I've prepared relevant info:

48ms
3.78mbps
0.37mbps

Milton Keynes
dist 100 miles
ping 49ms
jitter 9ms

81.153.236.50

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

1 1 ms 1 ms 3 ms BThomehub.home [192.168.1.254]
2 30 ms 30 ms 30 ms esr6.birmingham5.broadband.bt.net [217.32.86.145
]
3 31 ms 31 ms 31 ms 217.32.86.77
4 34 ms 32 ms 32 ms 213.1.69.14
5 31 ms 32 ms 32 ms 31.55.164.102
6 31 ms 31 ms 31 ms 31.55.164.35
7 32 ms 31 ms 32 ms 31.55.164.107
8 32 ms 31 ms 31 ms acc1-10GigE-0-1-0-5.bm.21cn-ipp.bt.net [109.159.
248.90]
9 40 ms 39 ms 39 ms core1-te0-15-0-16.ealing.ukcore.bt.net [109.159.
248.44]
10 39 ms 37 ms 38 ms peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2
54.98]
11 40 ms 39 ms 39 ms lndgw2.arcor-ip.net [195.66.224.124]
12 39 ms 40 ms 39 ms 85.205.116.6
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.

SS3 S/N 40132616620

Cheers 

[Jenny]

Hi woofy123,

This could mean that your Sure Signal’s faulty and needs to be sent for repair.

There’s a few tests we can do to check this:

Factory reset your Sure Signal as follows:

-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 come online in around 1 hour

If you’re still having problems, try using your Sure Signal on another connection (a friend or family members for example) with a different service provider.

Thanks,

Jenny

[woofy123]

Hi

After several resets the SS3 is now working.

Thanks.