Suresignal v3, flashing power, 2nd off, 3rd and 4th solid orange

[bwakem]

The issue you’re experiencing:

No service. Old Suresignal died completely, replacement will not connect.

What light sequence you're seeing:

Flashing power, 2nd light off, 3rd and 4th lights solid orange

Your speed test results from here.

PING
7
ms
DOWNLOAD
23.14
Mbps
UPLOAD
7.74
Mbps

Your external IP address from here.

81.156.113.96

Your Sure Signal serial number:

42171449277

The results of a traceroute.

traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets
1 192.168.0.1 (192.168.0.1) 0.501 ms 0.670 ms 0.864 ms
2 * * *
3 31.55.187.177 (31.55.187.177) 8.242 ms 8.378 ms 8.588 ms
4 31.55.187.176 (31.55.187.176) 9.373 ms 9.417 ms 10.177 ms
5 195.99.127.222 (195.99.127.222) 10.396 ms 195.99.127.44 (195.99.127.44) 10.782 ms core2-hu0-8-0-5.southbank.ukcore.bt.net (195.99.127.186) 10.916 ms
6 213.121.193.207 (213.121.193.207) 11.519 ms peer6-hu0-11-0-1.telehouse.ukcore.bt.net (195.99.127.13) 7.096 ms 213.121.193.207 (213.121.193.207) 116.653 ms
7 t2c3-et-8-1-0-0.uk-lon1.eu.bt.net (166.49.211.240) 116.498 ms t2c3-et-7-3-0-0.uk-lon1.eu.bt.net (166.49.211.230) 116.572 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.238) 117.117 ms
8 166-49-211-254.eu.bt.net (166.49.211.254) 117.509 ms 117.180 ms 117.540 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

[Alex]

@bwakem I've just performed a resync on your Sure Signal - please allow 6 hours to pass before resetting your device. 

Please let us know how you get on. :smileyhappy:

[bwakem]

I waited 7hrs and reset it. It took about 4hrs to start working after the reset but it is at least working, thanks.

I must say though this is a ridiculous situation where a SS needs re-syncing even straight out of the box. Previous 'chats' I've had with Vod customer services have said there is nothing wrong and it must be my equipment and to contact ISP. I knew this was obviously incorrect advice.  I had the same problem with my first SS a few years ago.

There is clearly something fundamentally wrong with the way the SS boxes connect to your network and something fundamentally wrong with the way customer services deal with SS errors. From the evidence in various threads this seems to have been the situation for many years.

Surely you must be sick of constantly re-syncing SS boxes?  Maybe it could be escalated to a manager or someone with technical authority so something can finally be done about it?

[Alex]

@bwakem I'm glad to see it's now back up and running. :smileyhappy:

I appreciate your comments and you taking the time to provide us with your feedback, I'll be sure to pass this on to the relevant team. 

[notsospeedy]

Same problem here, tried a couple of times to get it reset, ok I'll buy a new one, guess what new one won't work either. I have V2 that's working fine in the house. Absolutely sick of SS. Looking to see whether another network has a better way of providing a signal.

[Gemma]

@notsospeedy - We want to help to get it working for you.

Please take a look at our Sure Signal troubleshooting guide.

If you still need help after this, please post back with the below information:

The issue you’re experiencing:

What light sequence you're seeing:

Your speed test results from here.
Your external IP address from here.

Your Sure Signal serial number:

The results of a traceroute.

VSS Traceroute command
On a PC:
Click on Start and select Run

Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.

[notsospeedy]

I'm here eating a massive slice of humble pie. It's not the SS that's the problem it's airband. I've also got EE 4G

home broadband and SSs are working fine on that. My neighbour also has a SS on airband and his is not working either. So very sorry and grovelling apologies.

Mike

[Gemma]

@notsospeedy - You don’t need to apologise.

I’m glad to hear you’ve found out what’s wrong. ☺️

[bwakem]

The same light sequence has returned again.  I've tried reseting it several times, can you please resync it again.  Serial number in top post.  Thanks.

[Colleen]

@bwakem We'll need to look into this in a little more depth for you. 

So we can help, I've sent you a private message with details on how to get in touch with our team.