Sure Signal V3 not working, lights correct and numbers registered, this happens intermittently

[richardys]

I have a V3 box which has stopped working again.

This happens frequencly where it will work for days at a time and then stop working for days at a time.  

What makes it worse is that the correct lights are on and indicate its working but no 3G signal:

Power Light: Red

Internet Light: White

In Service Light: White

In Use Light: Off

I've have reset the unit by pressing the button and a factory reset (hold reset button for 30 seconds, unplug and plug back in till lights shown and let go of reset button).

Below are the results from tests.

Serial Number: 40133837795

Speed test result: 39ms (Ping) 3.28 Mbps (Download) 0.35 Mbps (Upload)

Ping test result: 58ms

External IP address: 83.137.231.250

Results of traceroute:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.1
2 1 ms 1 ms 1 ms 83-137-231-249.sota.net.uk [83.137.231.249]
3 26 ms 27 ms 26 ms lns02.the.core.sota.net.uk [83.137.224.75]
4 29 ms 28 ms 28 ms sw01.b810.edge.sota.net.uk [83.137.224.85]
5 28 ms 27 ms 27 ms sw01.f25.edge.sota.net.uk [83.137.224.45]
6 30 ms 27 ms 28 ms rt01.f25.core.sota.net.uk [83.137.224.6]
7 29 ms 29 ms 28 ms 62.73.170.33
8 41 ms 29 ms 29 ms ae-15.r02.londen03.uk.bb.gin.ntt.net [129.250.3.30]
9 29 ms 28 ms 29 ms ae-0.cw.londen03.uk.bb.gin.ntt.net [129.250.66.46]
10 39 ms 51 ms 47 ms ae22-xcr1.lns.cw.net [195.2.30.61]
11 * * * Request timed out.
12 * * * Request timed out.

[rwatkins24]

Hi Jenny,  the fault is intermittent so am I to assume that a contributing factor  is due to the signal strenth of the masts in the loacl area effecting this and its not just using the broadband connection to make a conection to Vodafone? .  Can you also confirm what are the minimum Broadband requirements for a sure signal to work as I think we are all being told different things regarding minimum requirements.

[Retired-Matt_B]

Hi everyone

@richardys  - Please try your Sure Signal in a different location to rule out any issue with the Sure Signal.

@rwatkins24 - It isn't linked to any masts in your local area, so this won't effect it. Please also try it in a different location to rule out any hardware issue. The minimum speed that Ben has quoted is for 8 concurrent users.

 
Generally as long as your speed is above 1Mbps, the Sure Signal will be fine for one user.

Thanks,

Matt B

[richardys]

@Matt_B as the problem occurs intermitently its difficult to check elsewhere. There must be a problem with the device, why else would it indicate that it's working but not produce 3G.

[Retired-Matt_Vo]

@richardys 

We'd still need you to test this from another location as part of our troubleshooting.

Thanks,

Matt

[richardys]

@Matt

I've tried the device at another location and had the same problem, the device shows the lights correctly yet no 3G being sent.

Download Speed: 31.40 Mbps

Upload Speed: 8.48 Mbps

Ping: 24ms

[richardys]

2nd day of having no signal.  Even though lights are correct.

Seems like a faulty device, please can you arrange for a replacement.

[DaveCD]

@richardys 

As the Sure Signal keeps coming and then going, it certainly points to the speeds it's connected with.

On your router you'll be able to change priorities, please ensure that the Sure Signal is set as high.

If you have lots of equipment using the same connection, please try disabling them and starting them one at a time until the fault reoccurs.

DaveCD

[richardys]

@DaveCD

Since I stated this thread we have now moved to FTTC so our speed can no longer be the issue.

Download: 36 Mbps

Upload: 8 Mbps

Ping: 27ms

The problem is no longer intermittent, this is the forth day it hasn't worked.  

I have tried it on another broadband connection which had no devices on it and it still didn't work.

Please can you arrange for a replacement.

[richardys · Accepted solution]

After speaking to Technical Support, a factory reset (hold reset for 30 seconds) has solved the problem.

Not sure why it worked this time and not before, but at least it's working.