Sure Signal stops working

[ashlpau]

The above keeps failing every 24 hours, we are lucky if we get uninterrupted service for an entire weekend. I have reset it several times and still no different. The unit is only 8 weeks old. Vodaphone says it is my Broadband and the Broadband company says it is Vodaphone. Plusnet who is my provider says if they're to come out to check I will have to pay for this service and I dont think it is fair. I paid a £100 pounds for the latest series and now getting fed up with all the issues I am having, is there anyone out there that can help...? Here is a speed test if it helps. http://www.speedtest.net/my-result/2954448231.

Thanks

Paul.

[Retired-Dave]

Hi ashlpau,

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.

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

Dave

[ashlpau]

Please see Attached PDF.

Thanks

Paul.

[Retired-Kay]

Hi ashlpau, 

Your traceroute is fine. 

Can you let me know your Sure Signal serial number? 

Kay

[ashlpau]

Hi All,

My serial number is 40132121340.

Thanks

Paul

[Retired-Andy]

Hi Paul,

I’ve checked your serial number and can see that it connected to our servers yesterday at 23:12, are you still having service interruptions?

Have Plusnet been doing any maintenance work in your area which may have affected your service?

To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Cheers,

Andrew

[ashlpau]

The unit cut out again today around 16:00 hrs or just thereafter, I am not sure if Plusnet has been doing any work but like I said this is a reqular occurence for us and is a pain also. I work from home so I depend on this piece of device working correctly, when it fails I cant make calls to and from the house as it comes up device not registered. I have reset the unit as per your instructions so now will have to wait and see what the outcome is. Thank you so much for everything you have done for us my wife and I really do appreciate it.

Kind Regards

Paul Ashley.

[Retired-Kay]

Hi ashlpau, 

You're very welcome. :smileyhappy:

Can you let us know if it's working again now? 

Kay

[ashlpau]

Hi All,

Fingers crossed so far so good but the true test will be over the next few days - It normally goes wrong after 24 hrs so I am hoping and praying that this is the last of the bad times....! Thank you and the rest of the team for everything you have all done.

Thx

Paul Ashley.

[ashlpau]

Guess what it has gone down again and flashing Orange on the globe symbol - This is what keeps happening everyday...!

Anything you can do from your end...?

Thx

Paul