Sure Signal V3 stops working. Stays off for hours. Poor signal afterwards.

[jackmcconnell]

I bought an SS v3 from my local Vodafone shop to improve the signal in my old house with thick walls. 

It has improved it marginally - I imagine I will have more luck if i were to re-position the unit somewhere towards the centre as opposed to next to my BT HomeHub 3 which has to be near the master telelphone socket. 

Anyway, yesterday the SS went off and stayed off for hours. Eventually, when it did manage to sustain the first 2 white lights the signal right next to it was just 2-3 bars. It doesn't seem to make a difference whether I use 2G or 3G - the signal strength is still the same. I have a 12mb down and 1mb up connection so I know broadband speed isn't a problem. This has happened many times in the 2 months that i've owned the unit.

Sometimes, the power lights flash constantly whilst some of the other lights are orange, sometimes, just the first light flashes white but never connects. Some of the sequences aren't in the troubleshooting section of the accompanying manual at all. Resetting it using the push button underneath hasn't helped (i've done it twice) and unplugging it and then plugging it in again and/or resetting the BT HH3 doesn't help either.

I've read on this forum that Vodafone can re-sync it - is it possible for someone to do this and try and correct the problem remotely? If it doesn't want to work at all, i'll have to take it back for a refund.

Thanks for any help in advance.

Jack

[Retired-Matt_Vo]

Hi  

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Matt
Moderator

[jackmcconnell]

Thanks. 

SS is version 3. 

Download speed: 11.48Mbps

Upload speed: 0.99Mbps

Ping: 22ms / Jitter: 3ms (Line quality: B*)

IP is 86.164.145.13

SS Serial No.: 40131962868

Traceroute: 

1 bthomehub.home (192.168.1.254) 42.098 ms 1.907 ms 1.448 ms
2 217.32.141.148 (217.32.141.148) 11.331 ms 10.961 ms 12.957 ms
3 217.32.141.222 (217.32.141.222) 11.125 ms 10.831 ms 10.957 ms
4 * * *
5 31.55.164.221 (31.55.164.221) 52.819 ms 16.685 ms 15.118 ms
6 31.55.164.109 (31.55.164.109) 18.751 ms 15.275 ms 17.823 ms
7 acc2-10gige-0-2-0-5.bm.21cn-ipp.bt.net (109.159.248.234) 15.542 ms
acc2-10gige-0-3-0-5.bm.21cn-ipp.bt.net (109.159.248.244) 15.728 ms
acc2-10gige-0-7-0-5.bm.21cn-ipp.bt.net (109.159.248.206) 16.151 ms
8 core2-te0-2-5-0.ealing.ukcore.bt.net (109.159.248.130) 21.592 ms
core1-te0-15-0-17.ilford.ukcore.bt.net (109.159.248.174) 26.324 ms
core1-te0-15-0-16.ilford.ukcore.bt.net (109.159.248.168) 27.207 ms
9 peer1-xe4-1-0.telehouse.ukcore.bt.net (213.121.193.152) 22.078 ms 22.094 ms
acc1-10gige-0-5-0-6.l-far.21cn-ipp.bt.net (109.159.254.108) 33.718 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 24.827 ms 24.067 ms 23.108 ms
11 * 85.205.116.10 (85.205.116.10) 56.372 ms 21.624 ms
12 * * *

[Retired-James]

Hi jackmcconnell,

We are aware of an issue with some BT Home Hubs which is being investigated by BT.

We have seen instances where the Home Hub 4 works fine so it may be worth asking BT if they would be able to issue one of these free of charge.

James

[jackmcconnell]

Thanks but i've recently tried with a Netgear and Linksys router and it's the same problem. 

Also when you say 'instances' do you mean that it only sometimes works on a HH4 or that it does actually work on an HH4? 

[Sukhi]

Hi jackmcconnell

We've been informed by customers who have a HH4 that the Sure Signal works without any issues.

It might be worth trying what James mentioned above.

Thanks

Sukhi

[jackmcconnell]

Thanks but i've mentioned that i'm haivng problems on other routers too, not just my HH3. 

No one in the shop asked me if I had a HH3 to tell me that it might not work when I bought it only a few months ago.

Can you not help me? Most of the time, my SS is just a thing plugged into a socket, sucking on electricty and not actually doing what it was meant to do. 

[Retired-Lee]

Hi jackmcconell,

Thanks for posting.

There's not a great deal we can do.

Please try James' suggestion.

LeeH

[jackmcconnell]

That's not a very custom service orientated solution asking a customer with a problem with one of your products to get hold of another company!

I have a problem with a v3 SS and have tried three different routers. Obtaining a HH4 is not an option. The problem is with the SS.

Please can you offer some customer service and support for your product or give me a direct number that I can call to talk to someone with knowledge specifically about the issues with the SS.

[Retired-James]

Hi jackmcconnell,

The issue that we have mentioned above is something that we're investigating directly with BT as it was working fine and only started when they made some changes in the way their network transmits data.

We’ve seen number of users confirming that this has resolved the issue for them.

If this is not an option, the only other test that we can suggest is to try it on a different internet connection (different internet provider) to see if it works

James