Sure Signal keeps losing connection

[adrian109]

I have recently purchased a Sure Signal device from Vodafone.  I connected it up the first time but it didn't connect straightaway.  It wasn't till after I search on the internet that I found out that it takes 24 for the Sure Signal to install and setup.

The next morning when I came downstairs it was connected and everything was working.

Since then it has intermitently lost connection with the following light combinations:

1. First light red flashing, third and fourth lights solid orange.

2. First light red flashing, second light solid orange.

3. First light solid red, second light white flashing (slowly)

Why is my Sure Signal disconnecting all the time, it hasn't entered into a long period of solid connected state yet.  I thought after the initial setup that it would just stay connected, unless the internet connection was to go down.

Please can someone in support look into this for me please.

Thanks.

[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

[adrian109]

Speed Test Results:

Ping Test Results:

External IP Address: 86.171.47.216

Sure Signal Serial No: 40132118106

Trace Route Results:

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

1 3 ms 1 ms <1 ms BTHomeHub.home [192.168.1.254]
2 15 ms 15 ms 14 ms 217.32.147.7
3 17 ms 16 ms 16 ms 217.32.147.30
4 19 ms 19 ms 19 ms 213.120.156.74
5 33 ms 18 ms 18 ms 217.41.168.203
6 18 ms 18 ms 18 ms 217.41.168.109
7 23 ms 18 ms 18 ms 109.159.249.234
8 24 ms 23 ms 23 ms core2-te0-15-0-4.faraday.ukcore.bt.net [109.159.249.153]
9 20 ms 19 ms 19 ms host213-121-193-137.ukcore.bt.net [213.121.193.137]
10 21 ms 23 ms 23 ms lndgw2.arcor-ip.net [195.66.224.124]
11 21 ms 19 ms 20 ms 85.205.116.6
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.

[Retired-Dave]

Hi adrian109,

The Sure Signal should indeed stay connected unless something interrupts the connection or it drops below the minimum functioning speeds.

The light patterns you're showing show two different things:

 - The first two show that the Sure Signal is inactive and not connecting successfully.

 - The third sequence indicates that the box is trying to update its profile. This typically happens when it makes a new connection.

This suggests that the connection is dropping out for some reason, but the speeds you've confirmed all seem well above the minimum.

I've done a resync on our system, so can you try resetting the Sure Signal to pick this up?

• 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.
• The Sure Signal will come online in around 1 hour.

If the issue still happens, is there any pattern to when the box loses connection? Not just a time, but when something else is being used on your connection, for example?

If possible, can you also try a fresh traceroute and speed test when you see either of the first two sequences start up? This will help show if there is a sudden drop in the connection.

Dave