Sure Signal V3 not working for over a week

[monty_gs]

Hi,

I recently upgraded from a V1 to a V3 and all was working well until just over a week ago when I lost service.  I have reset, re-registered, unplugged for a period of time etc and all to no avail.

I have the solid red power light and the next light is pulsing white and nothing else.  I have done the tests as requested...

Serial number: 43161690581

Download speed: 17.82

Upload speed: 2.00

ISP is Talktalk

Traceroute output:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 11 ms <1 ms <1 ms 192.168.1.1
2 6 ms 6 ms 6 ms 79-77-64-1.dynamic.dsl.as9105.com [79.77.64.1]
3 7 ms 7 ms 7 ms host-78-151-224-29.as13285.net [78.151.224.29]
4 8 ms 7 ms 7 ms host-78-151-238-28.as13285.net [78.151.238.28]
5 8 ms 8 ms 8 ms host-78-144-13-151.as13285.net [78.144.13.151]
6 7 ms 8 ms 8 ms host-78-144-0-124.as13285.net [78.144.0.124]
7 8 ms 7 ms 7 ms ae10-xcr1.hex.cw.net [195.2.23.141]
8 9 ms 8 ms * ae18-xcr1.lnd.cw.net [195.2.24.157]
9 9 ms 8 ms 8 ms ae15-xcr1.lns.cw.net [195.2.30.114]
10 * * * Request timed out.
11 * * * Request timed out.
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.

Please can someone offer me some assistance with this?  I use the Sure Signal for work and personal calls and it is having a serious impact on me as I live in a proper notspot.

Many thanks,

Matt

[monty_gs]

Hi,

My internet light was still pulsing white on the V3.  I did a reset and it does not power on again.  If I tap the reset button againI I get the red power light and pulsing internet light.  

After around a minute the internet light goes off and the 2 to the right of it are solid orange and the power light flashes red.  Then after a few seconds it reverts to solid red power light and pulsing white internet light again.

So, no change at my end.  Is it a faulty unit? If so can I please get a replacement sent?  I will register my V1 again in the meantime.

Matt

[monty_gs]

Hi,

I connected my old V1 Sure Signal yesterday and it has now connected fine and gives a decent signal without me having to register it again.  This makes me think that something got muddled in my account and somehow my V3 has somehow been deregistered and my V1 registered?

When I bought the V3 I selected the option to swap from my existing, so it registered the V3 and (I assumed) removed the V1.  The V3 was working fine for several weeks.

A Sure Signal (presumably my V1 as it is giving me a signal) is registered on my account but it shows me as only a User not the Admin / Owner so something really odd is happening.

I do NOT want the V1 removed as this is working at the moment, but if I can be reinstated as the owner of that AND someone can check / register my V3 that may resolve things?

Matt

[DaveCD]

@monty_gs,

Your version three SureSignal is still registered and under investigation.

So we can help with the administrative side of your version one, please come and speak with our Live Chat team.

[dig57]

I have had this vss v3 three weeks now and it is still not working.

It has been provided by my work, I have been in contact with them but it has still not be resolved.

When I switch it on the power light comes on along with the first white (connecting light) after approx 20 secs the powerlight flashes and the middle and last (right) orange lights come on solid and stays on.

Have reset numerous times.

Speed test: 6.16 Mbps download - 0.76 upload- Ping test 19ms

IP address 93.157.219.252 static ip

Serial number: 43162257844

Microsoft Windows [Version 10.0.14393]

(c) 2016 Microsoft Corporation. All rights reserved.

C:\Users\David>212.183.133.177

'212.183.133.177' is not recognized as an internal or external command,

operable program or batch file.

C:\Users\David>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  192.168.1.1

  2    17 ms    16 ms    16 ms  135.196.152.103

  3    20 ms    19 ms    18 ms  ae0-100.jar-001.cll.uk.easynet.net [135.196.65.50]

  4    19 ms    20 ms    23 ms  xe-0-1-1-201.jar-003.thn.uk.easynet.net [135.196.69.154]

  5    18 ms    18 ms    25 ms  xe-0-2-0.jar-004.thn.uk.easynet.net [135.196.65.27]

  6    19 ms    19 ms    19 ms  10.250.15.195

  7    18 ms    18 ms    18 ms  10.250.15.196

  8    19 ms    18 ms    18 ms  93.157.219.249

  9    20 ms    22 ms    21 ms  xe-0-0-0.jar-004.thn.uk.easynet.net [135.196.65.23]

 10    21 ms    20 ms    21 ms  xe-0-2-0.jar-003.thn.uk.easynet.net [135.196.65.26]

 11    21 ms    20 ms    20 ms  xe-0-0-0.jar-001.the.uk.easynet.net [135.196.65.116]

 12    24 ms    33 ms    62 ms  te0-4-0-6.gr10.telon.uk.easynet.net [87.86.77.14]

 13   138 ms   146 ms   105 ms  ae2-98.lon10.ip4.gtt.net [77.67.74.109]

 14   144 ms    82 ms    67 ms  xe-1-2-0.lon11.ip4.gtt.net [89.149.183.173]

 15    38 ms    40 ms    45 ms  ae9-xcr1.lns.cw.net [195.2.22.217]

 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.

C:\Users\David>

Hope this is enough info

[DaveCD]

@dig57,

The serial number provided is showing as deregistered.

Please follow the steps on how to set up your SureSignal.

[dig57]

Hi, Dave

Got so fed up with the vss not working that work have sent me a new unit.

Plugged the new unit in and have now waited a week the power light is on and the connecting white light flashes, nothing else happens. Have reset numerous time.

Serial number of new unit 42163551437

HELPPPPPPPPP!

Thank you

[Retired-EricChe]

@dig57

The light sequence you've provided means that the Sure Signal is still configuring and hasn't made a connection with our network yet. Due to the length of time it's been in this status, I've resynced the device from our side today.

Please leave the Sure Signal for 6 hours, and then complete the process by doing a factory reset:

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

[dig57]

Thanks Eric for your reply, I'll give it a go.

[Retired-EricChe]

@dig57

Let us know how you get on

[monty_gs]

As the originator of this thread in the dim and distant past, is there any chance of a resolution please?  Can someone call me, message me or email me and explain what is happening?  The lack of comms is so poor for a company that specialises in connecting people.

Have I got a duff unit?  Is it your end? I am still none the wiser.

Matt