Sure Signal v3 connection issues - lights: power on/Internet flashing/service and in use off

[bigfish]

Hi,

I have a version 3 SS, serial 40131984706

Initially it worked fine, but about a month ago it stopped connecting. I've been away for several weeks with everything powered down but now I am trying to get it working again.

The power light is on, the internet light flashes slowly and the service/in use lights are off.

A packet capture shows the SS getting a DHCP address, and contacting the NTP servers which respond. After a short period the SS appears to reset, and then cycle through a continous cycle of obtaining DHCP address, commicating with the NTP servers and then resetting without going any further.

I see from other threads that you often ask for this info
Speed test: 7.5 down 0.4 up
Ping test: 29ms jitter 2ms 0% packet loss
External IP:86.170.245.130
Tracing route to 212.183.131.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 10.10.10.254
2 34 ms 14 ms 15 ms 217.32.96.186
3 18 ms 14 ms 14 ms 217.32.96.145
4 18 ms 14 ms 14 ms 213.1.69.114
5 16 ms 14 ms 15 ms 217.41.169.181
6 14 ms 14 ms 15 ms 217.41.169.107
7 18 ms 20 ms 14 ms acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.2
51.99]
8 24 ms 31 ms 24 ms core1-te0-13-0-2.ealing.ukcore.bt.net [109.159.2
51.9]
9 21 ms 27 ms 27 ms peer1-xe0-0-0.telehouse.ukcore.bt.net [109.159.2
54.96]
10 30 ms 27 ms 28 ms lndgw2.arcor-ip.net [195.66.224.124]
11 25 ms 24 ms 22 ms 85.205.116.14
12 * * * Request timed out.
13 * * * Request timed out.

Your assistance is appreciated
Regards
Martin

[Retired-Dave]

Hi bigfish,

Everything seems OK there, so I've done a resync of your Sure Signal.

Give it a reset and let us know if that helps.

• 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.

Dave

[bigfish · Accepted solution]

Thanks, this worked.

[pchipstar]

Hi,

I've got the same problem here.  It worked for the first 1 or 2 weeks and then stopped working with only the power light on.  The internet will flash sometime and stop.  Servive and in use has never been on since then.

I've tried to reset it couple of time and it still doesn't work.  Please find the following details of my connection.

Serial number: 40132607595

Speedtest result: 20.40M download, 13.86M upload

Pingtest result: ping 37ms, 7ms jitter

(The above tests are run on a PC connected with WiFi so the result will be signicantly slower than physical cable connection.  It's a BT Infinity service and the physical cable connection download speed should be in the range of 70-80M)

External IP address: 31.52.87.231

Tracert result:

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

  1     4 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]
  2     8 ms    11 ms     8 ms  217.32.147.100
  3    12 ms     8 ms     8 ms  217.32.147.142
  4    17 ms    12 ms    15 ms  212.140.206.90
  5    19 ms    12 ms    12 ms  217.41.169.91
  6    15 ms    15 ms    16 ms  217.41.169.109
  7    12 ms    12 ms    12 ms  acc2-xe-5-1-3.sf.21cn-ipp.bt.net [109.159.251.24
5]
  8    26 ms    25 ms    23 ms  core1-te-0-0-0-17.ilford.ukcore.bt.net [109.159.
251.189]
  9    51 ms    20 ms    20 ms  peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159.
254.124]
 10    23 ms    23 ms    27 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    23 ms    18 ms    23 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.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Please help.

Many thanks!!

[pchipstar]

Hi

I'd like to know if I have to create a new post in order to get help. It seems that nobody from the support team care to response to my problem.

[Retired-Simon]

Hi pchipstar

Thanks for your post and apologies it’s taken a little time to respond. We’re a small but incredibly popular team so please bear with us, we will answer your posts.

Your traceroute, IP and speed/ping tests are fine.

I’ve done a resync of your device to push any new firmware through that might not have updated on your device.

You need to complete the resync as follows:

• 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.

Let us know how you get on.

Thanks

Simon

[pchipstar]

Hi Simon,

Many thanks for your help.  It works now.

[pchipstar]

Hi

The sure signal is gone again after just 2 days.  I've reset it to see if it will come back again and i'm still waiting.  It seems that the devise cannot be reliably working for too long.  I'm not sure if this is really a solution for the poor signal of Vodafone coverage.

Serial number: 40132607595

Today's Speedtest result: 24.09M download, 13.64M upload

Today's Pingtest result: ping 36ms, 6ms jitter with no packet loss

(The above tests are run on a PC connected with WiFi so the result will be signicantly slower than physical cable connection.  It's a BT Infinity service and the physical cable connection download speed should be in the range of 70-80M)

External IP address:86.161.28.223

Today's Tracert result:

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

  1     3 ms     3 ms     2 ms  BThomehub.home [192.168.1.254]
  2     9 ms    11 ms    11 ms  217.32.147.100
  3    12 ms     9 ms    11 ms  217.32.147.142
  4    12 ms    12 ms    18 ms  212.140.206.82
  5    12 ms    15 ms    12 ms  217.41.169.231
  6    13 ms    15 ms    16 ms  217.41.169.109
  7    15 ms    12 ms    11 ms  acc2-xe-0-3-1.sf.21cn-ipp.bt.net [109.159.251.23
7]
  8    22 ms    23 ms    22 ms  core2-te-0-13-0-12.ealing.ukcore.bt.net [109.159
.251.177]
  9    27 ms    23 ms    19 ms  peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.120]
 10    20 ms    73 ms    21 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    18 ms    19 ms    29 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.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Please help!!

Many thanks

pchipstar

[pchipstar]

It's working now after resetting the device but I still query why it cannot function well continuously and reliably.  It's annoying when the device is gone in the middle of a business conference call, which was exactly what has happened this morning.

[Retired-Kay]

Hi pchipstar, 

You mention you use BT Infinity, is it the Home Hub 3 you have? 

We are aware of an issue between this Hub and Sure Signal, more information can be found here. 

Thanks, 

Kay