Sure Signal 3 disconnects every few days

[billybigbrains]

I have a BT Infinity connection (FTTC) via a BT Openreach modem and an ASUS RT AC68U modem. This setup allows me to use OpenDNS instead of BT's relatively slow DNS Servers. My Sure Signal connects fine but  then disconnects after a few days (usually 2 or 3). I can see nothing in my router logs that give any clue why this happens.

As a matter of interest I replaced my modem and router with the default BT Home Hub 5 and the symptoms are exactly the same. Sure Signal works for a few days and then disconnects.

Once it has disconnected, the Sure Signal shows a red power light and a flashing Internet connection light. It can only be reset and reconnected by resetting (powering off and on) both the router and the Sure Signal. 

Sure Signal Diagnostics are as follows:

Speed Test: Download 51.42 Mbps Upload 9.46Mbps Ping 22ms

External ip: 109.148.150.227

SS3 Serial Number: 42151595206

C:\Users\Bill>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1     3 ms   <1 ms   <1 ms router.asus.com [192.168.1.200]

2     *       *       *     Request timed out.

3     *       *       *     Request timed out.

4     6 ms     6 ms     6 ms 217.41.216.69

5     7 ms     7 ms     7 ms host109-159-245-130.range109-159.btcentralplus.com [109.159.245.130]

6     6 ms     6 ms     6 ms 31.55.165.241

7     7 ms     6 ms     6 ms 31.55.165.109

8     6 ms     6 ms     6 ms 109.159.250.190

9   16 ms   14 ms   14 ms 109.159.255.157

10   13 ms   13 ms   13 ms peer6-te0-0-0-13.telehouse.ukcore.bt.net [109.159.254.138]

11   12 ms   12 ms   12 ms 166-49-211-230.eu.bt.net [166.49.211.230]

12   13 ms   14 ms   14 ms 166-49-211-254.eu.bt.net [166.49.211.254]

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.

[billybigbrains]

...and sure enough, after a couple of days my Sure Signal 3 has disconnected again. I have no signal on my phone. The SS3 shows a red power bar and a flashing internet light - no other lights.

So nothing has changed, and this box fails in the same way on my friends connection. Her SS3 works fine here so there is no problem with the Internet service.

The SS3 seems faulty. Can you please organise a replacement?

Thank you.

[Rahim]

@billybigbrains I've sent you a private message with details on how to get in touch.

[billybigbrains]

Thanks for the private message. It means nothing to me. It appears to be a generic "how to contact Customer Service" message, with no detail referring to this conversation. It appears to deny me any further help from yourselves because my problem is "account specific". Have you primed Customer Services that I need a new SS3?
Please clarify.

[Retired-EricChe]

@billybigbrains

On the private message youv'e been sent, please follow the steps just underneath "If you need to contact my team directly".

This will allow you to email our team.

[billybigbrains]

Thank you for your help. After replacing the Sure Signal with a new one, the problem has disappeared. My new SS3 has been up and running for over a week with no issues.

Thanks again.

Bill

[Rahim]

@billybigbrains Thank you for getting in touch and letting us know