Suresignal problem

[davidcable]

I have a newish V3 suresignal.  We have 2 iphones and today they will not connect to the Suresignal.  The Suresignal lights are

Red power on

White Light 2

White light 3

In use light 4 Off

Internet speed 19.09 down/.98 up

Ping 37ms

86.148.49.78

Suresignal serial number 42151690551

Traceroute

Last login: Thu Oct 29 17:10:07 on ttys000
davids-mbp:~ davidcable$ traceroute
Version 1.4a12+Darwin
Usage: traceroute [-adDeFInrSvx] [-A as_server] [-f first_ttl] [-g gateway] [-i iface]
[-M first_ttl] [-m max_ttl] [-p port] [-P proto] [-q nqueries] [-s src_addr]
[-t tos] [-w waittime] [-z pausemsecs] host [packetlen]
davids-mbp:~ davidcable$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 8.660 ms 2.232 ms 2.752 ms
2 217.32.145.135 (217.32.145.135) 13.816 ms 8.964 ms 10.558 ms
3 217.32.145.158 (217.32.145.158) 9.786 ms 11.275 ms 9.557 ms
4 213.120.176.10 (213.120.176.10) 11.838 ms 13.682 ms 11.407 ms
5 217.41.168.73 (217.41.168.73) 11.261 ms 9.617 ms 11.744 ms
6 217.41.168.107 (217.41.168.107) 9.328 ms 13.024 ms 11.991 ms
7 acc1-10gige-0-2-0-4.l-far.21cn-ipp.bt.net (109.159.249.97) 9.302 ms
acc1-te0-0-0-20.l-far.21cn-ipp.bt.net (109.159.249.92) 10.782 ms
acc1-te0-4-0-11.l-far.21cn-ipp.bt.net (109.159.255.194) 18.816 ms
8 core3-te0-9-0-19.faraday.ukcore.bt.net (109.159.249.39) 10.984 ms
core3-te0-9-0-18.faraday.ukcore.bt.net (109.159.249.33) 9.422 ms
core4-te0-19-0-26.faraday.ukcore.bt.net (109.159.255.199) 9.909 ms
9 peer1-et-1-1-0.telehouse.ukcore.bt.net (213.121.193.161) 9.913 ms 28.254 ms
peer1-xe1-0-0.faraday.ukcore.bt.net (213.121.193.165) 10.093 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 17.750 ms 11.879 ms 11.683 ms
11 85.205.0.93 (85.205.0.93) 16.559 ms 10.992 ms 10.111 ms
12 * * *

My phones are 3g enabled and have been rebooted.

Can anyone give me advise on how I can get the suresignal to work?

[Mark]

@davidcable

I’ve checked the connection to your Sure Signal and it requires a software update.

We’ve requested a new version of this for you, please leave your Sure Signal for up to 6 hours to complete the download.  After this period, restart your phones in range of your Sure Signal.

[davidcable]

Thanks for the reply but we are still unable to connect.  My iphone 5s has connected intermitently over the last 24 hours but my wifes iphone 6 has never connected.  Are you able to see whether the software was upgraded? and advise whether there are any other steps we can take,

Thank You

[Mark]

@davidcable

I’ve checked this with our tech team and they’ve confirmed the download was successful.

So we can go through some live diagnostics, please ask you wife to contact our technical support team on 03333 040191 from any UK phone.

[davidcable]

After a further phone conversation with the tech team the update download was done and both phones are now up and running.  It has been a frustrating few days but the issues are resolved.  Thank You