Suresignal 1 has correct lights but no 3G signal

[GScatter]

Hello,

Having problems with my suresignal 1.  It has lights 1,2,4 on but no 3G service to my phones.

I have tried the resets but comes back to the four lights and no 3G.

I have had the Suresignal several years and has worked well.  This problem has started in last two weeks.

My phones are a Blackberry and a Samsung Galaxy but I have no change there.

All users are registered

Suresignal serial number is 21222176212

Speetest result shows Download speed 6.44Mbps and upload is 0.37Mbps

ISP is BTInternet, router is BelkinF5D8635-4 V1

Pingtest says grade B*, Ping 35ms, jitter 1ms

IP address is 86.133.67.208
IPV6 ::ffff:5685:43d0

Here is the trace

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Graham>tracert 212.183.133.177

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  192.168.2.1
  2    28 ms    27 ms    28 ms  217.47.111.58
  3    28 ms    31 ms    28 ms  217.47.111.193
  4    27 ms    26 ms    26 ms  213.1.69.38
  5    26 ms    26 ms    26 ms  217.41.169.102
  6    26 ms    26 ms    26 ms  213.120.180.165
  7    27 ms    26 ms    27 ms  217.41.169.107
  8    30 ms    28 ms    75 ms  acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.2
51.99]
  9    41 ms    39 ms    38 ms  core2-te-0-4-0-16.ilford.ukcore.bt.net [109.159.
251.47]
 10    82 ms    37 ms    35 ms  peer1-xe2-1-0.telehouse.ukcore.bt.net [109.159.2
54.136]
 11    42 ms    42 ms    44 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    37 ms    38 ms    38 ms  85.205.116.6
 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-Dave]

Hi GScatter,

Those details all look fine, and I can see the Sure Signal connected to our system on 8 February at 5:43pm. Is it working now for you?

If not, it may need a firmware update. A full reset usually pushes this through. Check you followed these steps correctly for me.

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

If you have, we'll push it through from this end instead

Dave

[GScatter]

Dave,

Thanks for your reply.  I realised that I should have been posting on the major topic about 3 lights on and no 3G signal.  So, I re-posted this and I had a reply from Jenny yesterday saying she was pushing the firmware out to me.  So far, I haven't seen any change in the symptom i.e. still not getting a 3G signal.  I'm going away for a few days so I'll check again next week.  Is there a way I (or you) can check if the new firmware is actually installed yet?

Thanks,

Graham

[Retired-Dave]

Hi GScatter,

I'm still showing the old firmware, so make sure that you leave the Sure Signal plugged in and connected whilst you're away.

If it's still not working when you get back, give the box a full reset:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave

[GScatter]

Dave,

I have done the full reset and left for more than one hour.  I still don't have the 3G signal.  Please can you check if the firmware is updated and push to the suresignal if not.  It is always left switched on.

Thanks,

Graham

[Ben_H]

Hi Graham,

I'm pushing this manually now. Please keep the Sure Signal online for at least 24 hours before resetting your unit and router. The phones may need to be turned off and on too for the 3G to be picked up once updated.

Cheers, Ben

[GScatter · Accepted solution]

Ben/Dave,

3G five bars on both phones now! Looks like the firmware upgrade nailed it.

Thanks very much for all your help,

Graham

[Suzannerangeley]

Hi

I have had no 3G signal for my version 1 Sure Signal for a while now as i had deregistered it as i had got a new phone.

I have now registered it again and reset etc - i have all the correct lights but no 3G signal and am thinking that perhaps it could be old firmware??

The serial number is 21230012680.

ANy help appreciated.

Manythanks

Suzanne

[Retired-Charles]

@Suzannerangeley - Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including 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.
  
  
• Your Sure Signal serial number: 

VSS Traceroute command

On a PC:

1. Click on Start and select Run
   
   
2. Type CMD into the Run box and press enter/click ok
   
   
3. A black box will appear.
   
   
4. In this box type tracert 212.183.133.177 press Enter
   
   
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.