Suresignal Broken and needs resynch

[solvetech]

Hi

I have gone thru the troubleshooting guides. Tried resetting the box etc but I do not get the normal lights showing - just the power light.

I need this resynching please. I have no phone signal at all so messaging will not get to me.

Serial number is 21196952341

[Jenny]

Hi lorrainew,

You can register up to 32 users, but you can only use up to eight phones at the same time.

The more users you have connected at one time, the better your speeds will need to be to handle this.

Have things improved since Gemma arranged the firmware update?

Thanks,

Jenny

[lorrainew]

no its still the same.

[Retired-Matt_B]

Hi lorrainew,

I've resycned your Sure Signal from this end.

Please allow up to 6 hours for this to complete.

Thanks,

Matt B

[lorrainew]

thank you MattB. Hopefully this will sort out the issue.

[fluidjewel]

Hi Gemma, No change - still no connection. Any further ideas? Alison

[Retired-Ian_]

Hi lorrainew,

Let us know how you get on.

Hi fluidjewel,

Everything appears fine from here.

I've pushed through a resync for you and I need you to do the following so it completes:

•          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

Thanks,

Ian

[fluidjewel]

Yep, done yet another reset, turned phone off and on, still no joy.

I'm giving up - moving soon, so this nightmare will be over shortly, and the box will go in the bin.

[lorrainew]

still not great but it has worked sometimes. I noticed that the first light is on which is showing it is connected to the internet but the 3g light does not seem to kick in when we try to use the phone  as it used too. We use iphones and it sometimes freezes the phones too for a few minutes almost like its still trying but your servers arent reposnding? If it were one phone I could think it was the phone but it is happening the same and on different models. One 4s and one 5s. 

[Ben_H]

Hi @fluidjewel and @lorrainew ,

Testing another Ethernet cable and power lead can help you to troubleshoot some hardware issues if the service is intermittent.

Using the Sure Signal at a friend or relative's house for an hour or so can also rule out a faulty unit.

Thanks,

Ben

[lorrainew]

I already changed the ethernet cable a few weeks ago. I assume if the power were faulty there would be no power ?