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

[newrolandsizzer]

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.
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 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
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 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

[Retired-Andy]

Hi Vicky1975,

Thanks for the update, it’s great news.

Hi IanS-58,

Do you have the option of trying a different Ethernet cable to see if this helps?

I’ve also spoken with our support team who’ve resynced your Sure Signal from their end.

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

[IanS-58]

Hi

Reset last nightwith no response left over night and SS now appears to be functioning.

Many thanks for your assistance

[Retired-Dave]

Hi IanS-58,

That's great news! Thanks for letting us know.

Dave

[IanS-58]

Regrettably my SS v1 has the same problem again.

Has there been another Software upgrade?

As with the previous time all suggestions have been tried with no result.

Could you please check - last time a relink solved the issue.

Many thanks in anticipation

[Ben_H]

Hi IanS-58,

Thanks for the heads up. I've checked the software for 21197180983 and it's all up to date. 

As it been some time since we last spoke, please take a look at our Sure Signal Troubleshooting thread and post back your results. That way, we can see what's changed since we last sorted this out.

Cheers, Ben

[IanS-58]

Thanks for the info.

I have checked as described with no change.

Last time a resync followed by a reset resolved the problem.

Nothing has changed since the last issue, the SS just stopped and became Unsure!

One of the phones was recently changed  to a galaxy S4 I removed the original account and reentered the numbers and it worked fine.

BT are working in the area preparing to go fibre/ cable next month 

I've checked all 4 phones connected and none function

regards Ian

[Sukhi]

Hi IanS-58

I'd recommend testing the Sure Signal at a different location, this will determine if the issue lies with the SS or your ISP.

Thanks

Sukhi

[IanS-58]

Hi,

I've tried this before.

Tried different ports on the router makes no difference and different point in the house has no change..

ISP is Orange or now EE (the mouse company 🙂  )

Previously this has occured (well several times) and the solution has been to check the software status and then a resync followed by a reset.

regards

[DaveCD]

Hi IanS-58

I've resynched your device to clear any bugs as I can see you're on the latest software.

We ask you to try this on another location at a friend or family members, so we can be sure it's not the ISP/connection causing the fault. 

Please confirm the light sequence on your Sure Signal.

DaveCD

[IanS-58]

Hi

Sorry still the same

On initial power up after reset 4 lights are on, then on followed by a series of 1-2-3-4 then only light 1. After a period of time lights 12&4 are lit but no 3G on any phone.

Checking the history log the following  is shown

Error invoking portlet "VAPGatewayController

I can take this  S/S to a friends house and plug it into his router - ISP is BT but how long do I have to leave it before it functions with 3G?

This failure mode is it common or ISP related?

If ISP related what is the corrective action? Past discussion with EE has not proven to be exactly a thrilling experience! 

regards Ian