Sure Signal v3 no longer working

[stevenhunter]

Sure Signal; v3 serial 40132120482 suddenly stopped working after working correctly for one month.  Solid red power light, slow flashing internet light for several days.  Reset procedure does nothing.  No changes to broadband connection.  Using BT HomeHub 2.0A, with port forwarding configured, nothing has changed here either.  £100 white elephant?  Help!

[Retired-Wayne]

Hi stevenhunter

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

Wayne

[stevenhunter]

Thanks but troubleshooting thread no help to me or the hundreds of others who seem to have this problem. Solid power light, internet light either intermittent slow white flashing or off.  No other lights.  This scenario appears all over the forums but no explanation or indication of how to resolve.  Reset procedure does nothing.  Why did this device work fine for a month or so and then nothing?

Speed test results: download 2.52Mbps; upload 0.38Mbs.

Ping test results: packet loss 0%; ping 21ms; jitter 1ms; line quality A.

External IP: 84.93.50.224

VSS serial no.: 40132120482 

For info, above IP is listed as UK on RIPE database search, ISP is PlusNet.

Tracert results:

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

1 87 ms 98 ms 98 ms BThomehub.home [192.168.1.254]
2 20 ms 20 ms 20 ms lo0-central10.pcl-ag07.plus.net [195.166.128.188
]
3 20 ms 21 ms 20 ms link-b-central10.pcl-gw02.plus.net [212.159.2.18
6]
4 20 ms 20 ms 21 ms xe-9-0-0.pcl-cr02.plus.net [212.159.0.218]
5 20 ms 20 ms 21 ms ae2.pcl-cr01.plus.net [195.166.129.6]
6 20 ms 21 ms 20 ms ae1.ptw-cr01.plus.net [195.166.129.0]
7 22 ms 22 ms 22 ms lndgw2.arcor-ip.net [195.66.224.124]
8 21 ms 21 ms 22 ms 85.205.116.10
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

[Jenny]

Hi stevenhunter,

Thanks for getting back to us.

Everything that you’ve provided looks fine.

I’ve checked your serial number and this is showing that your Sure Signal hasn’t connected to the server since 20 September.

I’ve therefore re-synced this for you today. Please complete this process by performing a factory reset 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 be back online in around 1 hour.

Let me know how you get on.

Thanks,

Jenny 

[stevenhunter]

Thanks, this worked for about an hour, now we have had flashing red (power) and solid orange internet lights since last night.

[Retired-Kay]

Hi stevenhunter, 

The light sequence shows the Sure Signal isn't active. 

Can you deregister the Sure Signal for a few hours and then re-register and let us know how you get on? 

Thanks, 

Kay

[stevenhunter]

Thanks, it is actually working again. For now. I can't help but think that this product is very unreliable!

[Retired-Dave]

Hi stevenhunter,

Thanks for letting us know - great news! :smileyhappy:

I've had mine for a few years with very few problems. For the difference it's made on my calls I've been happy to live with an occasional - but rare - reset.

Dave

[stevenhunter]

This device now seems to have failed again.

This time I have solid power, internet and service lights, so it looks like it's working, except it's not. No signal at any registered handset whatsoever even with phone 6 inches from SureSignal.

I have tried resetting, powering off and de/re-registering the device, nothing seems to have any effect.

Please assist!

Current stats:

Speed test results: download 3.07Mbps; upload 0.38Mbs.
Ping test results: packet loss 0%; ping 38ms; jitter 2ms; line quality A.
External IP: 31.185.175.9

Tracert results:

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

1 53 ms 98 ms 99 ms BThomehub.home [192.168.1.254]
2 37 ms 36 ms 36 ms lo0-central10.pcl-ag06.plus.net [195.166.128.187
]
3 37 ms 36 ms 37 ms link-a-central10.pcl-gw01.plus.net [212.159.2.18
0]
4 37 ms 36 ms 37 ms xe-10-3-0.pcl-cr01.plus.net [212.159.0.212]
5 37 ms 37 ms 37 ms ae1.ptw-cr01.plus.net [195.166.129.0]
6 40 ms 37 ms 39 ms lndgw2.arcor-ip.net [195.66.224.124]
7 40 ms 38 ms 39 ms 85.205.116.10
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.

[Retired-Dave]

Hi stevenhunter,

That looks OK there, so I've started with a resync. Can you try a fresh reset for me to pick that up?

This time, though, can you try unplugging the Ethernet cable before you press the button. Once you've released the button, plug it back in.

Dave