Sure Signal v3 - seemingly endless problems!

[tgden]

I've been battling with the Sure Signal v3 for about 2 or 3 weeks now with seemingly no end in sight. I've tried everything I can find on this forum and the internet generally and am getting quite frustrated the it isn't working properly. I've done numerous hard resets, register/deregisters and anything else I could try!

The unit gives the impression all is working fine (solid red light, first 2 white lights) until a call is required. It drops out mid call (most calls), restarts after call is completed (all white lights off before reconnect - any calls that reach the end) or the phone doesn't connect at all to SureSIgnal (phone makes call using weak GSM signal and SureSignal just does nothing). Any one of these symptoms can happen at any time. It also seems to have a range of about 7m before the signal quality drops noticably (when it connects at all).

I bought a new router (needed one anyway) to improve the stability of the line. Its a Billion 7800DXL and since it has been installed the ADSL has not dropped out once and my service is stable. I've opened all the ports that I've seen from other threads but no improvement.

I've added all the info I think will be required below and hope to find a solution to get a usable signal at home.

Service provider BT

Ping: 34ms

Down: 5.31mbps

Up: 0.86mbps

External IP: 81.156.216.41

SureSignal Serial: 40132628732

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  home.gateway.home.gateway (192.168.1.254)  0.794 ms  0.438 ms  0.335 ms

 2  217.32.144.70 (217.32.144.70)  7.363 ms  8.173 ms  7.336 ms

 3  217.32.144.94 (217.32.144.94)  27.649 ms  8.103 ms  7.877 ms

 4  213.120.181.42 (213.120.181.42)  13.552 ms  12.991 ms  13.489 ms

 5  217.41.169.37 (217.41.169.37)  13.720 ms  13.199 ms  13.019 ms

 6  217.41.169.107 (217.41.169.107)  13.607 ms  13.335 ms  13.090 ms

 7  acc1-xe-4-3-0.sf.21cn-ipp.bt.net (109.159.251.103)  71.945 ms

    acc1-xe-0-2-0.sf.21cn-ipp.bt.net (109.159.251.65)  12.799 ms

    acc1-xe-5-1-3.sf.21cn-ipp.bt.net (109.159.251.117)  12.989 ms

 8  core1-te0-0-0-4.ealing.ukcore.bt.net (109.159.251.25)  20.287 ms

    core1-te-0-13-0-12.ealing.ukcore.bt.net (109.159.251.169)  20.971 ms

    109.159.251.41 (109.159.251.41)  23.974 ms

 9  peer1-xe0-0-0.telehouse.ukcore.bt.net (109.159.254.96)  19.033 ms  18.982 ms

    peer1-xe0-1-0.telehouse.ukcore.bt.net (109.159.254.132)  82.065 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  28.171 ms  25.197 ms  20.413 ms

11  85.205.116.6 (85.205.116.6)  22.592 ms  21.233 ms  19.633 ms

12  * * *

13  * * * (cut here as this just repeated endlessly)

Regards

Tom

[Retired-Andy]

Hi tgden,

Everything is fine with your speed test, ping test and traceroute.

Your IP address is on our whitelist, so no problems there either.

I can see your Sure Signal updated at 23:26 yesterday, are you now getting a stable signal?

To make sure it’s as up to date as possible, I’ve just resynced your unit for you.

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.

Thanks,

Andrew

[tgden]

Hi Andrew

That doesn't seem to have done anything to alter how the SS is working.

It is mostly looking like it should work (solid red and 2 white lights) but drops calls mid way through and often is randomly just flashing the white system light. It is not uncommon now for the system light to be solid orange with a flashing red light. 

Is it possible I've just got a faulty box as the signal range seems quite small (dropping sharply after about 5/10 metres) and such a variety of problems making it unusable? It also fails to pick up the phone even when it is near to the unit - the call connects via the weak signal we get but does not do so via the SS.

Regards

Tom

[Retired-Dave]

Hi tgden,

It is possible that you're right. One way to help check if this is the case is to try the Sure Signal on a different internet connection, such as a friend's or relative's. 

If you're able to try this and it works normally, we know the box itself is fine.

If you can't try this, or it still has issues, then you have a 2 year warranty for any Sure Signal, so you can arrange a warranty repair.

Dave

[jamesqgordon]

Did you ever get this sorted ?, I have exactly the same problem and it seems to have started at exactly the same time.

[Retired-Andy]

Hi jamesqgordon,

We’ll need some information from you to be able to help.

Can you provide the following please:-

Your Sure Signal serial number.
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.

Thanks,

Andrew