SureSignal - dropping calls, dropping signal

[mladbury]

Hello,

Have had my SureSignal for about 6 months now, and during that time have never been able to get it work reliably.

It frequently drops calls, often whilst I'm in the middle of them - I work from home on a frequent basis, so to suddenly lose the connection is very frustrating.

The signal also drops in and out, and most mornings I see the SS blinking away with a different variety of orange lights. I spend less time with 3G signal than without it.

Have also tried with different routers, again with no improvement. 

Usual details are below - I've already performed a hard reset to no avail. Appreciate any help to get this thing to work for more than one day reliably.

Many thanks,

Matthew.

Speed test - 14ms ping, 37.38 down, 4.81 up

Ping - Grade A, ping 33ms, packet loss 0%, jitter 4ms

IP address - 94.4.95.109

Serial number - 40131158863

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

 1  skyrouter (192.168.0.1)  1.575 ms  1.142 ms  0.907 ms

 2  * * *

 3  ip-84-38-37-10.easynet.co.uk (84.38.37.10)  21.911 ms  16.284 ms

    ip-84-38-37-12.easynet.co.uk (84.38.37.12)  16.563 ms

 4  ae99.edge3.london2.level3.net (212.187.201.57)  16.467 ms  16.810 ms  16.404 ms

 5  ae-0-11.edge4.london2.level3.net (4.69.200.126)  16.414 ms  16.151 ms  15.727 ms

 6  ae-3-3.ebr1.london1.level3.net (4.69.141.189)  16.130 ms  16.279 ms  17.619 ms

 7  ae-44-44.ebr1.london1.level3.net (4.69.167.30)  20.296 ms

    ae-41-41.ebr1.london1.level3.net (4.69.167.18)  16.673 ms

    ae-44-44.ebr1.london1.level3.net (4.69.167.30)  16.547 ms

 8  ae-58-113.csw1.london1.level3.net (4.69.153.122)  16.068 ms

    ae-59-114.csw1.london1.level3.net (4.69.153.126)  16.427 ms

    ae-57-112.csw1.london1.level3.net (4.69.153.118)  16.152 ms

 9  ae-121-3507.edge4.london1.level3.net (4.69.166.9)  16.196 ms

    ae-122-3508.edge4.london1.level3.net (4.69.166.13)  16.279 ms

    ae-119-3505.edge4.london1.level3.net (4.69.166.1)  16.325 ms

10  195.50.122.66 (195.50.122.66)  31.591 ms  32.735 ms  30.676 ms

11  85.205.116.2 (85.205.116.2)  33.244 ms  33.389 ms  32.782 ms

[Retired-Andy]

Hi mladbury,

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

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

Have you tried a different Ethernet cable with your device to see if this fixes things for you?

To be certain your Sure Signal is as up to date as possible, I’ve just resynced it 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

If this doesn’t work for you, and the unit still drops the connection regularly, it’d point to either an issue with your connection or a fault with the Sure Signal itself.

To see if it’s the device, try it in a different internet connection such as a neighbour or friend.

Let me know how you go on.

Thanks,

Andrew