SureSignal v3 - no 3G signal

[mart1711]

Dear all,

As of two days ago my Sure Signal (v3) no longer works. It does seem to connect after a reset (steady red light, two steady white lights), but the fourth light that would indicate successful connections to the mobiles stays dead. I have three phones registered to this Sure Signal and none of them are connecting ("no service").

I have changed nothing on the mobile front - also it affects all three. I have been in touch with the support team on three occasions over the last couple of days.

First time I called, Sure Signal was reset their end. I could see it rebooting here. It came back on, no difference.

Second time I was advised to unplug for twenty minutes, plug back in, then take SIM card out of phone and reinsert. No difference.

Third time, earlier today I was advised that the "tech team" had reset and it would most certainly work within three hours. It doesn't

So this is why I'm posting here in the hope someone can help.

As much detail as possible:

1) speed test: down 23.53 Mbps, up 2.73 Mbps

2) ping test: 16ms, jitter 1ms

3) external IP 86.171.77.82 at present

4) serial 42150510131

5) trace route: 

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 3 ms 5 ms 6 ms fritz.box [192.168.30.1]
2 * * * Request timed out.
3 * * * Request timed out.
4 11 ms 9 ms 11 ms 217.41.216.13
5 10 ms 12 ms 11 ms 213.120.156.218
6 9 ms 10 ms 9 ms 217.41.168.75
7 9 ms 9 ms 10 ms 217.41.168.107
8 11 ms 10 ms 9 ms 109.159.249.76
9 10 ms 11 ms 10 ms core4-te0-2-0-18.faraday.ukcore.bt.net [109.159.249.3]
10 10 ms 13 ms 12 ms host213-121-193-197.ukcore.bt.net [213.121.193.197]
11 14 ms 18 ms 11 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]
12 18 ms 12 ms 10 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

Hoping someone might be able to assist!

Many thanks!

Martin

[Colleen]

@mart1711 Well that's good to hear!  

That would be great please. Once you've got in touch as per private message details, we'll contact you as soon as possible to help with your third phone. 

[mart1711]

No problem. Based on the evidence I collected yesterday the two issues are a) I cannot get the third phone to work at all b)The two other phones work great until they lose Sure Signal coverage. When they re-enter the broadcast area, they remain on "no service" until rebooting the phones. This is reproducable and new.

All details submitted last night as per private message details.

Many thanks - Martin

[Colleen]

@mart1711 Thanks for getting that sent over.  

We'll be in touch with further help soon.