SureSignal unreliable since getting Galaxy S3

[martingreen]

My SureSignal v2 has been working flawlessly for about a year but i recently upgraded to a Galaxy S3 and ever since then it just doesnt work. Ive contacted support several times but never managed to get anywhere. It sometimes works for a few hours if i reset it but then it just drops again.

My broadband is the same its always been and ive run various speedtests on it.

Is it possible it was incorrectly configured when they switched it to my new phone (and SIM) or does it need some kind of hard-reset.

Any help will be greatly appreciated.

VSS Serial: 40120260001

[Retired-PaulE]

Hi martingreen, 

Your Sure Signal picks up the SIM card that's in use rather than the actual phone.

When you upgraded and changed SIM it can sometimes take a while for the Sure Signal to pick up the change - I had this when I went from the S2 to the S3 not long ago.

I've forced a resynch through from this end to see if it can help pick up the SIM card, if it's still not working you might need a new SIM.

In the meantime, can you provide 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.

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

Paul

[martingreen]

Hi Paul,

Below should be all the details you wanted.

Down: 4.61 Mbps

Up: 0.87 Mbps

Packet Loss: 0%

Ping: 15ms

Jitter: 0ms

IP: 212.159.18.156

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

  1    <1 ms    <1 ms    <1 ms  mygateway1.ar7 [192.168.1.1]
  2    17 ms    17 ms    15 ms  lo0-central10.pcl-ag03.plus.net [195.166.128.184
]
  3    14 ms    14 ms    15 ms  link9-central10.pcl-gw01.plus.net [84.93.249.80]

  4    14 ms    13 ms    14 ms  xe-1-2-0.pcl-cr01.plus.net [212.159.1.4]
  5    14 ms    14 ms    13 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  6    16 ms    15 ms    15 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  7    16 ms    15 ms    15 ms  85.205.116.2
  8     *        *        *     Request timed out.
  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.

[Retired-Lee]

Hello martingreen,

Thanks for coming back to us.

Have you tried a new SIM? I appreciate you may have a new one but even these can be faulty

Cheers,

LeeH

[martingreen]

Hi Guys,

Its stopped working again after a couple of power cuts ive had recently. Can you work your magic.

Cheers,

Martin

[Retired-PaulE]

Hi Martin, 

I've pushed another resynch through for you now, reset your Sure signal and it should be fine.

• 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.

Paul 

[martingreen]

Hi,

That fixed it for a while but its been on and off several times in the last day or so.

Martin

[Retired-PaulE]

Hi Martin, 

Is the Sure Signal going off completely, or just down to displaying the power light?

It's updating fine at our end so I'm not sure what could be causing this.

Can you let me know what light sequences you see and if it still broadcasts a 3G signal when this happens?

Paul 

[martingreen]

its still got the power light on but nothing else. and i have no signal at all.

I just switched it off and on again so its currently flashing both lights as it starts up.

Martin

[Retired-Dave]

Hi martingreen,

I can see the Sure Signal connected again yesterday evening. Can you confirm if it's working now?

Dave