Suresignal very unreliable - almost useless...

[drdavewellow]

I've had my Suresignal a few weeks now and it is very unreliable, it disconnects at random and needs to be restarted regularly, ometimes more than once a day. My broadband is ultra reliable and reasonabley fast, so I feel it's something about the Suresignal. Here is data asked for:

Speedtest

Ping 24ms

Download 13.58 Mbps

Upload 0.93 Mbps

Pingtest

Packet loss 0%

Ping 33ms

Jitter 1ms

IP Address

109.148.212.122

Suresignal serial number:

40132730892

Traceroute

dw-mac-pro study:~ David$ 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)  1.299 ms  0.983 ms  0.982 ms

 2  217.32.147.111 (217.32.147.111)  7.240 ms  7.569 ms  7.712 ms

 3  217.32.147.158 (217.32.147.158)  7.479 ms  7.278 ms  7.206 ms

 4  212.140.206.90 (212.140.206.90)  10.983 ms  11.436 ms  11.211 ms

 5  213.120.180.169 (213.120.180.169)  11.724 ms  11.780 ms  11.223 ms

 6  217.41.169.109 (217.41.169.109)  11.240 ms  11.240 ms  11.477 ms

 7  acc2-xe-0-2-0.sf.21cn-ipp.bt.net (109.159.251.193)  11.470 ms

    acc2-xe-5-0-2.sf.21cn-ipp.bt.net (109.159.251.239)  11.124 ms  10.861 ms

 8  core1-te0-0-0-6.ilford.ukcore.bt.net (109.159.251.157)  24.221 ms

    core1-te-0-4-0-17.ilford.ukcore.bt.net (109.159.251.53)  23.880 ms  16.385 ms

 9  peer1-xe3-1-0.telehouse.ukcore.bt.net (109.159.254.213)  19.219 ms

    peer1-xe3-3-1.telehouse.ukcore.bt.net (109.159.254.211)  20.111 ms  19.878 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  19.722 ms  21.082 ms  22.494 ms

11  85.205.116.6 (85.205.116.6)  22.230 ms  22.996 ms  20.726 ms

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Dave 

[Sukhi]

Hi drdavewellow

Thanks for providing your Traceroute, it looks OK to me. The IP is on our whitelist.

As it’s been a couple of days since the Sure Signal connected with our servers I've given it a re sync, can you do a factory reset and let me know if that helps?

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

Thanks

Sukhi

[drdavewellow]

Sukhi,

I did what you suggested, and it did connect.

However, it's still unreliable. It disconnects for no apparent reason and as such it's not a viable solution. More often than not when I look at the Sure Signal it has dropped it's connection.

How do I go about returning the device and getting a refund? It is not "fit for purpose" due to it's unreliability.

Regards

Dave

[Retired-Dave]

Hi drdavidwellow,

The Sure Signal has the same 7 working day exchange policy as all products bought from Vodafone. As you say you've had it a few weeks, you'd be past that point now so we wouldn't be able to offer a refund.

Keep in mind we've only done the initial checks so far. There are other things we can look into as to why it's disconnecting.

I've requested a firmware update for the Sure Signal. Please ensure you keep it connected so that can be sent to the box.

Can you also confirm which BT Homehub version you're using for me?

Dave

[drdavewellow]

It is a BT Home Hub 3.0

[Sukhi]

Hi drdavewellow

I've checked and the firmware update has been pushed through to your Sure Signal. Can you can you factory reset once more and let us know if it’s made any difference?

Thanks

Sukhi