Sure signal V3 not working - AGAIN

[claudine83]

Hi, I have a sure signal v3. Lights 1, 2 and 3 are solid, but all three registered phones arent connecting to it

speed test results: 28.97 mbps

external IP address 86.178.133.221

Your Sure Signal serial number: 42144607621

The results of a traceroute.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

1  bthomehub.home (192.168.1.254)  2.261 ms  1.811 ms  1.723 ms

2  * * *

3  * * *

4  31.55.186.188 (31.55.186.188)  14.797 ms  14.204 ms  19.880 ms

5  core4-hu0-1-0-0.faraday.ukcore.bt.net (195.99.127.48)  14.257 ms  18.922 ms  14.945 ms

6  host213-121-193-183.ukcore.bt.net (213.121.193.183)  15.832 ms  15.942 ms  19.406 ms

7  t2c3-et-7-3-0-0.uk-lon1.eu.bt.net (166.49.211.230)  15.637 ms  15.675 ms  15.004 ms

8  166-49-211-254.eu.bt.net (166.49.211.254)  21.959 ms  14.433 ms  14.719 ms

9  * * *

10  * * *

[Rahim]

@claudine83 I've resynced your Sure Signal to help resolve your issue. 

Please allow 6 hours to pass before your device obtains a connection and starts working again.

Let us know if you need further help.

[claudine83]

Hi,

please resync, it's stopped working again. Same issue as before.

[claudine83]

Hi Rahim. The sure signal still isn't working with any phones. Please can you look into it and escalate if need be. As before, the first three lights are static, but no fourth light when trying to make calls.

[Joebr]

I have exactly the same problem. V3 - first three light illuminate but never fourth.

[Alex]

@Joebr Please take a look at our Sure Signal Troubleshooting thread, then post back your results if you’re not directed to an existing thread.

[Joebr]

No difference Alex

[Gemma]

@Joebr - So we can help further, please fill in the below template:

The issue you’re experiencing:

What light sequence you're seeing:
Your speed test results from here.
Your external IP address from here.

Your Sure Signal serial number:

 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.

[claudine83]

Looks like i've gt the same issue. Light 1, 2 and 3 are all ok, but not getting any 3g signal. My IP seems to have changed too.

speed test results: 45.44 mbps

external IP address   86.176.213.243

Your Sure Signal serial number: 42144607621

The results of a traceroute.

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

1  10.0.0.1 (10.0.0.1)  221.752 ms  10.242 ms  2.289 ms

2  bthub.home (192.168.1.254)  3.377 ms  3.118 ms  2.747 ms

3  * * *

4  * * *

5  31.55.186.180 (31.55.186.180)  9.511 ms  8.712 ms  8.963 ms

6  195.99.127.106 (195.99.127.106)  8.931 ms  8.511 ms  10.192 ms

7  213.121.193.199 (213.121.193.199)  9.426 ms  15.136 ms  8.649 ms

8  t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  8.729 ms  10.209 ms  8.720 ms

9  166-49-211-254.eu.bt.net (166.49.211.254)  8.967 ms  9.520 ms  9.197 ms

10  * * *

11  * * *

[Tash]

Hi @claudine83, I can confirm the IP address you've provided is on our whitelist.

I've completed a resync of the Sure Signal for you, please allow six hours to pass before completing a reset on the device.

If you continue to experience issues after this time, please let us know.