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Solution

Suresignal V3 not connecting

julianhiorns
4: Newbie

‎29-03-2017 02:26 PM

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

0 Thanks
13 REPLIES 13

Becca_P
Moderator (Retired)
Moderator (Retired)
In response to julianhiorns

‎03-04-2017 03:13 PM

@julianhiorns

 

Your upload speed is definitely a factor which will affect your Sure Signal's performance. 

 

Please speak to your internet service provider (ISP) to see if they're able to increase your upload speed.

 

If after getting in touch with them and increasing this upload speed you're still experiencing issues, please re-run the ping test so we can take another look.

0 Thanks

julianhiorns
4: Newbie
In response to Becca_P

‎03-04-2017 03:25 PM

Before I do as you suggest, can you state definitively that an upload speed of 1M is not high enough to enable the SS to connect? The problem is not one of SS performance - I am unable to get any connection at all.

0 Thanks

julianhiorns
4: Newbie
In response to Becca_P

‎03-04-2017 03:38 PM

Before I spend hours on the phone with BT, can you state definitively that the current upload speed of approximatwly 1M will prevent the SS from connecting? This is not a performance issue - the SS will not connect at any time.

0 Thanks

Alex
Moderator (Retired)
Moderator (Retired)
In response to julianhiorns

‎03-04-2017 07:17 PM

@julianhiorns For the Sure Signal device to connect, it requires a minimum upload speed of 1Mbps. 

 

You'd need to contact your ISP (Internet Service Provider) for further assistance. 

0 Thanks