Suresignal not working

[Keithrow]

A month ago you managed to fix my sure signal which stopped working while I was on holiday. Now it has stopped working again: I have lights 1,2 and 4 fully lit. A tech over the phone yesterday re-synced it, but it made no difference.

[Retired-Andy]

Hi ghec123,

Thanks for the information; it does shed light on the cause of your issue.

A Sure Signal v3 needs a minimum upload speed of 0.36Mbps, and a ping of less than 200ms, to keep a stable connection to our servers.

If you run both the traceroute and ping test again and see the same results, you’d need to contact your ISP to see about increasing your connection speed.

Thanks,

Andrew

[ghec123]

Hi Andrew,

I have run this tests again but this time is shows ping:54ms and upload:0.50mbps.

It seems that the ping and upload speed vary a lot. When we are connected to the sure signal ping and upload are as you said. When not connected they are below.

Who do I need to contact?

Kind regards,

Gemma

[Retired-James]

Hi ghec123,

I’d speak with your internet service provider because it sounds like they are throttling your speeds when they detect the Sure signal is connected.

James

[ghec123]

Hello,

Thank you for this.

One final question, if they are throttling our speeds are they are to not do this? Just need to know what I am asking them to do before calling them What are the options that would solve our problem?

Kind regards,

Gemma

[Retired-Dave]

Hi ghec123,

They need to to ensure they're not throttling the speeds for you.

Dave

[Keithrow]

Hello again

My suresignal is not working again. I have lights 1,2 &4. I have tried restarting the phone and resetting the suresignal.

[Retired-James]

Hi Keithrow,

Can you confirm your serial number as 21197090604 isn’t showing as registered?

James

[Keithrow]

Hello

No I changed it to 21221618420. I registered it and it was working fine until recently.

[Retired-James]

Hi Keithrow,

This looks to be an issue with the firmware you are running and I’ve asked for an update to be pushed out to you.

Please leave this Sure Signal switched on and connected over the next 24 hours, whilst the update is applied.

James

[Keithrow]

it's working again 🙂