Sure Signal 3 - lack of 3G signal

[Rans0n]

Hi I've recently acquired a new Sure Signal 3 box to replace the old V1 one that stopped working after 5 years. The new one is connected to a BT Homehub 5 and everything appears to be working fine. All the right lights are on, I've forwarded all the recommended Ports and I've tried resetting it umpteen times but I still can't get it a 3G signal from it on my iPhone 6+. Any suggestions as to what else I can try?

Test details / other info as recommended from previous posts are as follows:-

C:\Users\office>tracert 212.183.133.177
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms BThomehub.home [192.168.1.254]
2 7 ms 7 ms 8 ms 217.32.147.7
3 8 ms 8 ms 7 ms 217.32.147.46
4 9 ms 9 ms 9 ms 213.120.176.42
5 9 ms 9 ms 9 ms 217.41.168.15
6 9 ms 9 ms 9 ms 217.41.168.109
7 9 ms 9 ms 9 ms acc2-10GigE-0-1-0-4.l-far.21cn-ipp.bt.net [109.159.249.198]
8 9 ms 9 ms 9 ms core4-te0-0-0-21.faraday.ukcore.bt.net [109.159.249.175]
9 10 ms 9 ms 9 ms peer1-xe1-0-0.faraday.ukcore.bt.net [213.121.193.165]
10 13 ms 10 ms 11 ms lndgw2.arcor-ip.net [195.66.224.124]
11 11 ms 11 ms 11 ms 85.205.0.93
12 * * * Request timed out.
13 * *

Download speed 23.1 Mbps upload speed 2.33 Mbps
Packet loss? / Ping 13 ms / Jitter 1 ms / Grade B*
IP Address: 86.145.149.248
IPV6 Address: ::ffff:5691:95f8
Sure Signal 3 – Serial No 42151648948

Any advice would be appreciated.

Thanks Andy.

[T_Scarface_M]

Hi Andy,

What colour are the lights on the Sure Signal? They should be white if all is working. If they are yellow/orange then there is likely an issue.

[Rans0n]

The power light is constant red and the internet and service LEDs are constant white so should be working but I'm not getting a connection to my phone.

[T_Scarface_M]

Yeah I agree it should be working. 

I would have to recommend you call Customer service via 191 or Live Chat through website. They have a system that can diagnose further and should help you. 

Hope you get it sorted my friend.

[Retired-EricChe]

@Rans0n

We've updated some information on your system for your Sure Signal profile.

After 4 hours, please reboot your device and allow it to connect. If the issue persists after this, let us know and we'll look further into this for you.

Thanks

[Rans0n]

Ok, I will reboot as you suggest in 4 hours and let you know if I still have a problem.  Thanks Andy

[Rans0n]

Hi,

I've rebooted several times now and the situation is still exactly the same.  The power led is solid red and the Internet & Service leds are both solid white but I'm still not receiving a 3g signal.  My phone receives a 3g/4g signal when I'm out (its currently set to 3g as recommended on the forum previously) and I've tried switching the phone on/off each time I've rebooted the sure signal box, so I'm sure it isn't the phone thats the problem.  One weird thing is that the signal seems better & more stable than before you did whatever you did earlier today.  I currently have a steady 3 bars in my study, where as typically it has been only one or 2 and drops out completely every few minutes?

Before when my sure signal v1 box was working, I constantly had a full 2G signal. The original v1 S/S, worked straight out of the box. I registered it, plugged it in and it worked straight away so anything you can do to sort this out would be appreciated as it so frustrating as it is taking up loads of my time.

Thanks in anticipation 

[Retired-EricChe]

@Rans0n

Sorry to hear you're still experiencing issue's with the Sure Signal.

If you're using a BT Home Hub 4 or 5 please make sure that Smart Setup is disabled in your router settings. You can do this by logging into the router. BT will be able to give advice on doing this if needed.

Once these steps have been followed, if the Sure Signal is still not connecting, please try a new Ethernet cable.

[Rans0n]

Yes the router is a BT Homehub 5 and the smart set-up was already disabled. As suggested, I have swapped over the ethernet cable, rebooted the Router, Sure Signal & my Mob and everything appears to be working as it should (i.e. all the correct lights are back on everything) but I'm still not receiving a 3G signal!

Is there anything else that I can try or are there any further tests / changes that you do / make from your end to fix this (i.e. is it worth trying a replacement S/S box?) as I'm starting to loose the will to live now?

Kind regards

[Retired-EricChe]

@Rans0n

Have you tried connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.