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Solution

Suresignal V1 - Lights 1,2,4 - all phones in house will no longer connect

newrolandsizzer
4: Newbie

‎26-12-2013 02:46 PM

Hi,

 

Fault as per title.  Nothing has been changed just stopped working this week - none of our phones show a 3g signal.

 

Tried a reset (well 3 or 4). Please try to re-sync from your end!

 

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

C:\

 

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

  1   103 ms    61 ms    44 ms  10.180.1.1
  2    37 ms    38 ms    37 ms  h31-3-243-89.host.redstation.co.uk [31.3.243.89]

  3    36 ms    59 ms    40 ms  h185-5-2-237.host.redstation.co.uk [185.5.2.237]

  4    40 ms    39 ms    40 ms  h185-5-2-81.host.redstation.co.uk [185.5.2.81]
  5    41 ms    42 ms    43 ms  ldngw1.arcor-ip.net [195.66.224.209]
  6    44 ms    41 ms    42 ms  85.205.116.6
  7     *        *        *     Request timed out.
  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.

 

Ping 31ms, Packet Loss 0%, Jitter 1ms

 

78.150.134.120

 

Download 3.8 mbps, Upload 0.88mbps

 

Serial Number:  21222172948

 

 

0 Thanks
33 REPLIES 33

Retired-Dave
Moderator (Retired)
Moderator (Retired)

‎27-12-2013 12:12 PM

Hi newrolandsizzer,

 

Those details look fine, so I've resynched your Sure Signal. Give the box a fresh reset for me to pick that up:

 

  • 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

0 Thanks

newrolandsizzer
4: Newbie
In response to Retired-Dave

‎27-12-2013 08:10 PM

Sorted - thanks

 

Now why cant we re-sync it ourselves!

0 Thanks

Retired-Dave
Moderator (Retired)
Moderator (Retired)
In response to newrolandsizzer

‎28-12-2013 01:14 PM

Hi newrolandsizzer,

 

Glad to see that sorted it.

 

The resync is something that has to be done at the server end, but I'll feed that back as a suggestion.

 

Dave

0 Thanks

Vicky1975
2: Seeker
2: Seeker
In response to Retired-Dave

‎30-12-2013 11:57 AM

ive now been trying to set the sure signal up for 24 hours and am giving up!

lights 1 2 and 4 are on but the phone will not connect.

ive reset the sure signal box twice and the router

download speed is fine

pathping shows 100% loss to the following

31.55.165.225  and

user-ebc15a0231

 

can you help please

0 Thanks

Gemma
Community Manager
Community Manager
In response to Vicky1975

‎30-12-2013 04:38 PM

Hi Vicky1975,

Please post 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:

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

Gemma

0 Thanks

Vicky1975
2: Seeker
2: Seeker
In response to Gemma

‎31-12-2013 12:15 AM

speed test was download 5.32mbps  upload  0.39

 

ping test  packet loss 0

ping 31ms

jitter 3ms

 

ip address 81.154.102.129

 

ss serial number 21228247314

 

1     1 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
2    21 ms    34 ms    20 ms  213.1.177.186
3    21 ms    18 ms    20 ms  213.1.176.161
4    22 ms    19 ms    20 ms  213.1.69.22
5    21 ms    21 ms    20 ms  31.55.165.217
6    26 ms    22 ms    20 ms  31.55.165.109
7    35 ms    20 ms    25 ms  acc2-xe-4-2-2.mr.21cn-ipp.bt.net [109.159.250.24

8    33 ms    31 ms    32 ms  core1-te0-13-0-15.ilford.ukcore.bt.net [109.159.
0.164]
9    42 ms    29 ms    29 ms  peer1-xe4-1-0.telehouse.ukcore.bt.net [213.121.1
.152]
0    37 ms    33 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
1    32 ms    32 ms    31 ms  85.205.116.14
2     *        *        *     Request timed out.
3     *        *        *     Request timed out.
4     *        *        *     Request timed out.
5     *        *        *     Request timed out.
6     *        *        *     Request timed out.
7     *        *        *     Request timed out.
8     *        *        *     Request timed out.
9     *        *        *     Request timed out.
0     *        *        *     Request timed out.
1     *        *        *     Request timed out.
2     *        *        *     Request timed out.
3     *        *        *     Request timed out.
4     *        *        *     Request timed out.
5     *        *        *     Request timed out.
6     *        *        *     Request timed out.
7     *        *        *     Request timed out.
8     *        *        *     Request timed out.
9     *        *        *     Request timed out.
0     *        *        *     Request timed out.

0 Thanks

Vicky1975
2: Seeker
2: Seeker
In response to Vicky1975

‎31-12-2013 12:24 AM

sorry didnt paste full trace above so here it is

 

   1     1 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    21 ms    34 ms    20 ms  213.1.177.186
  3    21 ms    18 ms    20 ms  213.1.176.161
  4    22 ms    19 ms    20 ms  213.1.69.22
  5    21 ms    21 ms    20 ms  31.55.165.217
  6    26 ms    22 ms    20 ms  31.55.165.109
  7    35 ms    20 ms    25 ms  acc2-xe-4-2-2.mr.21cn-ipp.bt.net [109.159.250.2
4]
  8    33 ms    31 ms    32 ms  core1-te0-13-0-15.ilford.ukcore.bt.net [109.159
250.164]
  9    42 ms    29 ms    29 ms  peer1-xe4-1-0.telehouse.ukcore.bt.net [213.121.
93.152]
 10    37 ms    33 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    32 ms    32 ms    31 ms  85.205.116.14
 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.

 

 

 

0 Thanks

Retired-James
Moderator (Retired)
Moderator (Retired)
In response to Vicky1975

‎31-12-2013 04:13 PM

Hi Vicky1975,

 

I can see that the Sure Signal has connected to the server this morning and also has the latest firmware installed on it.

 

Can you restart your phone and router to see if this reconnects to the Sure Signal?

 

James

0 Thanks

IanS-58
4: Newbie
In response to Retired-James

‎31-12-2013 05:20 PM

Hi

I to have issues with the Sure Signal 1 serial nember 21197180893.

It has functioned well with few resets being required, but in the recent storms our BT line was taken out by a tree and since then only the first two lights plus the fourth are solid but no 3G signal that can be detected by any phone.

I've replaced my router with a (supposedly) superior Orange/EE Bright box but although I have a faster internet (2.4MBS) the SS box has remained uncooperative

//

I've tried the resets as detailed above and also switched it off for 24 hours

 

Any suggestions??

 

0 Thanks