Sure Signal V1 not working following "change of address" messages

[tomwinton]

Hi

Following many recent unexpected TXTs saying that my SS box had moved address (it hadn't), despite me updating my profile with the same correct address, I foolishly called cust service on Sunday to ask them to fix. Since then I get lights 1,2 and 4 but no coverage.

SS Box is 21196808584

I've had it deregistered and re-registered, and reset from both ends... no joy.

Can you help??

It's worked fine since the last time this happened in March...

Ta

TOm

[Retired-James]

Hi tomwinton,

The issue you’re having is down to the firmware that the Sure Signal is running.

I’ve requested for the new firmware to be rolled out to you, please keep the Sure Signal switched on and connected over the next 24 hours.

James

[tomwinton]

Hi James

Still no joy... have tried soft boot, hard reset, de/re-registering, leaving alone, still only get lights 1,2 and 4 with no service.

TOm

[Sukhi]

Hi tomwinton

I can see the Sure Signal connected this morning at 19:23.  Has it started working for you now?

If not, can you try this to refresh things? 

• Pull the Ethernet cable from the Sure Signal.
• Hold down the reset button until all the lights show (about 30 seconds).
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the Ethernet cable back in.
• The Sure Signal will come online in around 1 hour.

Failing that, we'll get the update pushed back through.

Thanks

Sukhi

[tomwinton]

Nope, still no joy.

Tom

[tomwinton]

(Prod)

Any thoughts on what to do next?? I've now been without a working SS box for a week... and the wife is nagging me daily!! 🙂

Ta

TOm

[Retired-Kay]

Hi tomwinton, 

The new firmware hasn't been updated on your Sure Signal for some reason. 

Leave it with me and I'll get this sent tomorrow and update you when it is done. Please keep the Sure Signal plugged in and don't perform any further resets at the moment. 

Thanks, 

Kay

[tomwinton]

OK - will leave alone and wait for your update...

T

[tomwinton]

Still wasn't online this morning... so passing the wife's nag on!!

[Retired-Kay]

Hi tomwinton, 

Eeeek, sorry about that!! I'll check this again when I start at 12pm tomorrow and let you know when it's completed. 

Thanks, 

Kay