Suresignal v1 Stopped 24hrs ago

[GreenacresCamp]

I have a v1 SS box connected to PlusNet home broadband. The device has worked (with occasional minor outages) for the past 5yrs at this address. Overnight last night it stopped working.

The lights sequence is a cycle. Power light always on, Light 2 (@) flashes, then after a couple of minutes stays lit, at which point Light 4 blinks for another 2 minutes, then 2 and 4 go out and the cycle re-starts.

I called this morning and spoke to Tech, who initiated a re-sync. This did nothing. I also (twice) did a full factory reset as per troubleshooting instructions.

Traceroute is as follows...

C:\Users\Duncan>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms dsldevice.lan [192.168.2.1]
2 38 ms 37 ms 38 ms lo0-central10.pcl-ag07.plus.net [195.166.128.188
]
3 37 ms 37 ms 38 ms link-b-central10.pcl-gw02.plus.net [212.159.2.18
6]
4 36 ms 52 ms 35 ms xe-9-0-0.pcl-cr02.plus.net [212.159.0.218]
5 38 ms 41 ms 36 ms ae1.ptw-cr02.plus.net [195.166.129.2]
6 37 ms 37 ms 40 ms ae2.ptw-cr01.plus.net [195.166.129.4]
7 38 ms 36 ms 36 ms te-3-4.car5.London1.Level3.net [217.163.45.181]

8 37 ms 39 ms 37 ms ae-52-52.csw2.London1.Level3.net [4.69.139.120]

9 37 ms 41 ms 37 ms ae-227-3603.edge3.London1.Level3.net [4.69.166.1
54]
10 38 ms 37 ms 37 ms 195.50.118.230
11 39 ms 39 ms 41 ms ae3-xcr1.lsw.cw.net [195.2.30.53]
12 39 ms 37 ms 38 ms ae12-xcr1.lnd.cw.net [195.2.25.30]
13 50 ms 41 ms 40 ms ae6-xcr1.bkl.cw.net [195.2.10.242]
14 * * * Request timed out.
15 * * * Request timed out.
16

PathPing shows...

C:\Users\Duncan>PathPing 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 Greenacres_Acer.lan [192.168.2.64]
1 dsldevice.lan [192.168.2.1]
2 lo0-central10.pcl-ag07.plus.net [195.166.128.188]
3 link-b-central10.pcl-gw02.plus.net [212.159.2.186]
4 xe-9-0-0.pcl-cr02.plus.net [212.159.0.218]
5 ae1.ptw-cr02.plus.net [195.166.129.2]
6 ae2.ptw-cr01.plus.net [195.166.129.4]
7 te-4-2.car5.London1.Level3.net [217.163.45.249]
8 ae-51-51.csw1.London1.Level3.net [4.69.139.88]
9 ae-118-3504.edge3.London1.Level3.net [4.69.166.142]
10 CABLE-WIREL.edge3.London1.Level3.net [195.50.124.138]
11 ae3-xcr1.lsw.cw.net [195.2.30.53]
12 ae12-xcr1.lnd.cw.net [195.2.25.30]
13 ae6-xcr1.bkl.cw.net [195.2.10.242]
14 * * *
Computing statistics for 325 seconds...

Speedtest looks OK - 3.29mb D/l and 0.37mb U/l

Sureignal S/N: 21227858855

My IP: 31.185.198.239 (Dynamic)

Help please!

Duncan

[GreenacresCamp]

Ping test results:
Packet loss 0

Ping 104ms

Jitter 1ms

Line Quality B

[Retired-James]

Hi GreenacresCamp,

Everything looks fine with the tests that you’ve done and I can see that the Sure Signal did connect to our server this morning.

If this light sequence continues to cycle in the way you’ve described it would suggest that it’s faulty.

One thing to try (if possible) is a different power adapter as we’ve recently seen a couple of instances where a new power adapter has resolved the issue.

One other test to rule out an issue with your connection is to try the Sure Signal at a neighbours or family member’s house that use a different internet provider.

James

[GreenacresCamp]

Hi James, thanks for your help.
After some delay I managed to source a power adapter with the same output specs, but there was no change. Also I have now tested the box at my neighbour's house, which uses a different BB provider. Exactly the same lights cycle is observed and no connection.

How best to proceed from here please?

[Jenny]

Hi GreenacresCamp,

Thanks for getting back to us.

You could try another Ethernet cable to see if this is at fault, however it looks like your Sure Signal itself is faulty.

If another Ethernet cable doesn’t fix, take a look at our repairs thread to see how to arrange a repair.

As your Sure Signal’s out of warranty, this will be chargeable. Alternatively you can purchase a new Sure Signal for £100.

Thanks,

Jenny

[GreenacresCamp]

OK thanks.

On Saturday I bought a new SS v3 box. Registration was OK and within a couple of hours all was working, which does suggest the old v1 box was faulty.

However, a few hours after that the 3G signal stopped to all of our phones (5 in total, all of which were added as SS users and working fine earlier in the day). The new device itself (SN: 40134908603) thinks all is ok, with solid red power and 2 solid white lights.... but it's doing nothing! It's been powered off and back on, but nothing more than this at the moment.

Further advice please

[Sukhi]

Hi GreenacresCamp

I can see the Sure Signal last updated on our servers last night. Please see if a reset helps.

If it does not, please provide a traceroute, so that we can take a closer look.

Thanks

Sukhi

[GreenacresCamp]

Thanks - a reset did nothing. Still exactly the same.

Traceroute details as provided at the head of this thread (when investigating the v1 box problem), but here's today's version. No other changes to the ISP, line, network etc... and I re-iterate this device did work for about an hour on Saturday.

Duncan

C:\Users\Duncan>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 41 ms <1 ms <1 ms dsldevice.lan [192.168.2.1]
2 35 ms 33 ms 42 ms lo0-central10.ptw-ag04.plus.net [195.166.128.194
]
3 33 ms 34 ms 34 ms link-b-central10.ptw-gw02.plus.net [212.159.2.15
8]
4 33 ms 33 ms 34 ms xe-7-2-0.ptw-cr02.plus.net [212.159.0.254]
5 33 ms 34 ms 33 ms ae2.ptw-cr01.plus.net [195.166.129.4]
6 34 ms 35 ms 34 ms te-3-4.car5.London1.Level3.net [217.163.45.181]

7 33 ms 34 ms 53 ms ae-51-51.csw1.London1.Level3.net [4.69.139.88]
8 33 ms 34 ms 33 ms ae-117-3503.edge3.London1.Level3.net [4.69.166.1
38]
9 35 ms 35 ms 53 ms CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
10 34 ms 35 ms 35 ms 195.2.30.61
11 * * * Request timed out.
12 * ^C

[Retired-Matt_B]

Hi GreenacresCamp,

It looks as though there is a firmware issue with the Sure Signal.

I've had this updated for you, please leave it all plugged in and switched on for the next 24 hours. 

Thanks,

Matt B

[GreenacresCamp]

Another day passed and still my new v3 SS does not work.

I performed a hard reset (as instructed by phone) and left it on/connected as requested, which should have corrected a firmware problem?

I now have a flashing power light + fixed orange lights 1 (internet) and 3 (in use), which according to the troubleshooter is 

"This light sequence indicates the VSS is not active and the cause is a network timing issue (NTP). These symptoms can be prone to recurrence."

The unit is definitely registered and, once again, no network config changes made to the router.

Sorry - further help needed please 😞