Sure Signal stopped working this weekend

[paulcp]

Hi, help please. On Saturday pm both phones in our household dropped connection to the Sure Signal even though the SS showed it was connected to the internet ok.

I did a reset, the SS connected OK to the internet but still the phones would not pick up the 3G signal. I did a hard reset and ever since the SS will not connect to the internet. When i try a factory reset the SS does not behave in the way that it has before. Holding the reset button for 30 seconds+ does not cause any light to flash, only turns the SS off eventually. I tried holding the reset button in for 1 minute and remove & reinstate the power whilst still holding the reset and again no light flash.

This last time, whilst the SS was trying to connect to the internet it turned itself off and on 3 times. It tries for 2 hours then shows solid orange internet light. No luck all day Sunday

Details as follows

Sure Signal serial no 42153726072

Location: IP13 0DT

Speed test results: Ping 20,  Download 10.63,  Upload 8.84

IP address: 185.51.172.207

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.1.1 (192.168.1.1) 3.455 ms 0.822 ms 0.739 ms
2 10.129.229.1 (10.129.229.1) 2.876 ms 3.204 ms 2.991 ms
3 10.129.226.9 (10.129.226.9) 10.596 ms 7.369 ms 26.252 ms
4 10.129.224.9 (10.129.224.9) 17.880 ms 16.641 ms 19.874 ms
5 10.129.128.9 (10.129.128.9) 21.308 ms 24.550 ms 28.034 ms
6 10.129.0.33 (10.129.0.33) 19.607 ms 29.482 ms 19.824 ms
7 10.128.255.9 (10.128.255.9) 28.197 ms 22.824 ms 18.899 ms
8 pgr1.ixe1.hso.uk.com (217.196.225.1) 34.951 ms 30.103 ms 35.907 ms
9 77.75.108.212 (77.75.108.212) 27.566 ms 36.153 ms 25.528 ms
10 93.89.91.12 (93.89.91.12) 38.657 ms 34.551 ms 37.435 ms
11 62.73.169.33 (62.73.169.33) 28.573 ms 30.108 ms 39.332 ms
12 ae-0.vodafone.londen03.uk.bb.gin.ntt.net (129.250.66.46) 29.696 ms 48.041 ms 74.499 ms
13 ae22-xcr1.lns.cw.net (195.2.30.61) 58.516 ms 24.549 ms 21.632 ms
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *

Thanks for looking

[Becca_P]

@paulcp

We've actioned a resync on your Sure Signal to resolve this problem.

Please allow six hours for this process to complete. After this time, reset your device again.

If you're still experiencing issues, please reply back to this thread and we'll take another look.

[paulcp]

Thanks for actioning the resync but unfortunately everything is still the same.

I still believe that the reset procedure on the SS is not working correctly. When trying a factory reset holding the reset button for over 30 seconds and nothing changes insofar as the lights are concerned. Whilst still holding the reset button and removing and reapplying power eventually the power light 1 comes on but nothing else and as soon as i release the button the unit switches off in the same way as it would if i held the button for 10 seconds, requiring the power turning off and on again to turn the SS back on.

When it first comes back on light one is solid red and light 2 flashes. The SS then turns itself off and on again twice and after about 90 minutes light 2 becomes solid orange with light 1 flashing.

One other thing i have noticed is that, after about 5 minutes the yellow light where the modem lead plugs in starts to flash rapidly right up to the point where light 2 stops pulsating and becomes solid orange.

Without the SS we have no mobile signal in the house and hence need a quick resolution. Please let me know what further thoughts you have on the matter.

[cineriv]

Hi Paul,

Judging by your serial number, I believe you have a Version 2 Sure Signal.

If that is the case, judging by your symptoms, I would strongly recommend that you try replacing your power supply as they do degrade over a period of time and can no longer supply sufficient power to the SS to a fully working status.

Just to prove this is the problem, have a look around for a similar power supply with the same connector supplying 12 volts with at least 1.5 Amps of power. Such units can be found on external hard drives, routers, printers, monitors, etc. etc.

New units can be purchased on Amazon or Ebay and cost around £10-12 inc. delivery.

Good luck.

Mike.

[paulcp]

@Becca_P

Correction to my last post and apologies, although the SS had no established a connection some 12 hours after the resync it did connect during the night.

Thanks for you help

@cineriv

Thanks for you post but the SS is definitely v3

[Amanda]

Hi @paulcp

Thanks for letting us know. 

I can see that your Sure Signal connected last night, from our side. 

If you do need anything else, just pop us another post. 

Thanks,