Sure Signal 3 not working

[gsgsgs]

My SS3 seems to have stopped working; I have tried reregistering to no avail. First 3 lights (power, 1 & 2) are lit and steady but my phone doesn't connect, I've had texts and emails confirming my SS3 is set up and ready to go!

Can anyone help?

[Retired-Beau]

@gsgsgs

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

[gsgsgs]

SS1 still not working, list of options on self help does not show my issue.

The issue you’re experiencing: does not connect to my phone (signal indicator is 0/1 bar)

What light sequence you're seeing: power light and lights 1 & 2 lit

Your speed test results from here. ping 11ms, download 156Mbps, upload 10Mbps

Your external IP address from here. 94.174.133.48

Your Sure Signal serial number: 42152168599

The results of a traceroute.

1    <1 ms    <1 ms    <1 ms  routerlogin.net [192.168.0.1]
2    10 ms    12 ms     7 ms  cpc10-sprt2-2-0-gw.17-2.cable.virginm.net [94.174.133.1]
3    10 ms    22 ms     7 ms  pres-core-2a-ae12-601.network.virginmedia.net [81.97.114.53]
 4     *        *        *     Request timed out.
 5     *        *        *     Request timed out.
 6     *        *        *     Request timed out.
 7     *        *        *     Request timed out.
 8    19 ms    17 ms    18 ms  brhm-bb-1c-ae0-0.network.virginmedia.net  62.254.42.110]
 9     *        *        *     Request timed out.
10    48 ms    44 ms    83 ms  lndgw2.arcor-ip.net [195.66.224.124]
11    47 ms    52 ms    40 ms  85.205.0.86
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.

[Retired-Beau]

@gsgsgs

I can see the last time your Sure Signal connected was the 17 March.

I’ve re-synchronized the device for you now. This may take up to 24hours to fully connect. During this time, please don't reset or unplug the Sure Signal.

• Unplug the Ethernet cable from the Sure Signal
• 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
• Plug the cable back in

Allow around one hour for the Sure Signal to come back online.

[gsgsgs]

Thank you for your reply, you say don't unplug the device or reset but below there are some instructions on unplugging the Ethernet cable etc. Do I need to follow them now?

[Retired-Beau]

@gsgsgs

My apologies for not making that clearer.

After the 24 hours period has lapsed then follow the bullet pointed steps.