Suresignal V3 not connecting

[julianhiorns]

My suresignal v3 is not connecting. I've had the registration confirmed, restarted the router, done a factory reset, done a ping test:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.2.1 (192.168.2.1)  2.124 ms  1.178 ms  0.921 ms

 2  host81-139-224-1.in-addr.btopenworld.com (81.139.224.1)  31.365 ms  29.784 ms  31.187 ms

 3  213.120.182.141 (213.120.182.141)  30.764 ms  34.047 ms  31.017 ms

 4  213.120.161.82 (213.120.161.82)  31.480 ms  32.603 ms  31.697 ms

 5  31.55.164.189 (31.55.164.189)  30.738 ms  31.068 ms  30.352 ms

 6  31.55.164.107 (31.55.164.107)  32.338 ms  31.228 ms  32.506 ms

 7  109.159.248.91 (109.159.248.91)  35.284 ms

    109.159.248.65 (109.159.248.65)  35.192 ms

    acc1-10gige-0-2-0-9.bm.21cn-ipp.bt.net (109.159.248.96)  34.414 ms

 8  core2-te-0-10-0-7.ilford.ukcore.bt.net (109.159.248.18)  36.952 ms

    core1-te0-3-0-15.ealing.ukcore.bt.net (109.159.248.28)  36.717 ms

    core2-te-0-15-0-7.ilford.ukcore.bt.net (109.159.248.22)  39.074 ms

 9  peer6-te0-0-0-8.telehouse.ukcore.bt.net (194.72.31.147)  37.844 ms

    peer6-te0-9-0-12.telehouse.ukcore.bt.net (109.159.254.165)  36.404 ms  36.736 ms

10  t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  36.749 ms  38.006 ms

    t2c3-et-7-1-0-0.uk-lon1.eu.bt.net (166.49.211.228)  38.432 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  36.121 ms  36.518 ms  38.088 ms

12  *

but still no good. On power-up, it firstly shows the centre and right-hand lights orange with the red light flashing. After a little while, this changes to the left light orange (other two are out and the red light is still flashing). Every 30 seconds or so, it pulses the left light white for about 10 cycles then reverts to it being orange again.

Anyone got any ideas? My serial number is 42165037450.

Thanks

[julianhiorns]

Further to this, I've changed to a DSL-N55U router and now the centre and right lights are always orange. I've also noticed that the router can't "see" the SS - there is no IP address assigned to it (and yes, I have checked the cable!).

[Carly]

@julianhiorns

I can see that you've registered your Sure Signal today, although it hasn't connected to our servers.

I've resynced your Sure Signal for you, please allow 24 hours for this to update and let us know how you get on.

[julianhiorns]

Thanks Carly - no change. I can see the IP address of the SS ("Mitrastar") on my router  but still have the centre and right-hand light orange. Do I need to open specific ports on my router and was the ping test ok?

[Amanda]

Hi @julianhiorns

Have you done a reset since we did the resync? 

If not, please do this and let us know how you get on. 

Thanks, 

[julianhiorns]

I've tried holding down the reset button during power-up. It doesn't inhibit the  operation of the lights but on releasing it, the SS goes through a start-up cycle.

[Amanda]

Hi @julianhiorns

It looks like there may be a connection failure with your IP address. 

Please could you confirm your IP address, so that we would check this?

Also, could you please run a speed test here and let us know the results?

Thanks, 

[julianhiorns]

Ping 38msec / download 13.26M / upload 0.98M; IP address (static) is 81.136.223.219

[Colleen]

@julianhiorns Thanks for confirming this.

It seems that your upload speed is running slowly. For a Sure Signal to work efficiently, there needs to be a minimum upload speed of at least 1Mbps.

Please contact your Internet Service Provider (ISP) and ask them to run a fault checker on your line.

Once this has been resolved, your Sure Signal should work fine.

Please let us know how you get on and if you need any further help.

[julianhiorns]

I'm open to correction by a person with greter knowledge, but I do not think that our upload speed is the problem. The SS is unable to connect at any time, which suggests something other than our upload speed. In any case, there two other points that militate against this:

a) We've used an SS before with an upload speed of 0.45M

b) I ran the test again this morning and the upload speed was 1M, but we still have no SS working. Could someone also confirm (as I asked before) that the ping test is correct (or not)?