V3 Power Flashing, Internet Solid. no other lights - help!

[impudent]

Hi there, I've had a SS V3 for a couple of months now (this was replacement for a faulty SS1 that worked reliably for at least a couple of years). To date the V3 has not been reliable. From power on, it connects and works correctly, e.g. 3G signal and I (Galaxy S4) and my wife (iPhone 3) can make/receive calls. After a variable amount of time, up to a few hours, it invariably looses connectivity, resulting in Power Flashing, Internet Solid, other lightss off.

Serial Number : 40131003531

The diagnostics are:

Download: 60.88Mbps

Upload: 3.00 Mbps

Ping test: 16ms

Jitter: 4ms

IP Address: 82.13.175.99

C:\> 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  slre [172.16.1.1]
  2     8 ms     7 ms     7 ms  cpc13-amer3-2-0-gw.15-2.cable.virginmedia.com [82.13.175.1]
  3     6 ms     6 ms     8 ms  watf-core-2b-ae9-1745.network.virginmedia.net [80.3.1.185]
  4    11 ms     8 ms     9 ms  popl-bb-1b-ae1-0.network.virginmedia.net [62.253.175.94]
  5     9 ms    11 ms    11 ms  nrth-bb-1b-et-010-0.network.virginmedia.net [62.253.175.57]
  6    26 ms    10 ms    12 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
  7    15 ms    14 ms    16 ms  ldngw1.arcor-ip.net [195.66.224.209]
  8    13 ms    21 ms    13 ms  85.205.116.6
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Please help.

Thanks

Simon

[impudent]

Update: I have lost three calls today, whilst standing next to the SS3. On each occasion the power light remained solid; the internet light was flashing white and the other two lights were off. Each time it recovered after a couple of minutes.

[Retired-Dave]

Hi impudent,

I can see on the system where you've transferred everything to this new Sure Signal, and where it connected today. All the details you've posted seem OK as well.

I've done a resync in case it's down to something caught up in the switch. Can you give the new box a reset for me?

• 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.

Let us know if this helps! :smileyhappy:

Dave

[impudent]

Hi Dave, thanks for getting back to me. I reset the SS3, although per your instructions above:

 |> Once the lights come back on, release the button.

The lights do not go out *until* I release the button, so I can't release the button *when* they come back on. Is this correct behaviour?

The issue still exists intermitently: power light remained solid; the internet light was flashing white and the other two lights were off. It has dropped to this state at least three times that I have noticed in the last couple of days before eventually starting to work again.

Where do we go from here?

Many thanks

Simon

[impudent]

The SS3 dropped another call on me today. Lights: Solid Red power; all other lights solid white. 

My phone showed a full 3g signal (indicating it was still connected to the SS - I never get full signal from the local mast).

The phone (Samsung Galaxy S4) gave a 'Not registered on network' message when I tried to make calls.

It has since started working again.

I need this for work and I can't tolerate with this level of unreliability for much longer. Please help!

Thanks

Simon

[Sukhi]

Hi impudent

I can see your Sure Signal connected with our servers last night. Is everything still ok this morning?

Thanks

Sukhi

[impudent]

Hi sukhi,

No. When I checked it this morning it was: Power Red/flashing; Internet solid orange; others off.

I have reset it again and it worked for about an hour.

Right now is is back to: Power Red/flashing; Internet solid orange; others off.

Please advise on the next steps. 

Thanks

Simon

[impudent]

Can someone escalate this to the next level please. 

Thanks

Simon

[Sukhi]

Hi impudent

I'm sorry to see this is still not working. The next step would be to try it at a different location with a different connection. This will rule out if it's a faulty device or an ISP issue.

Are you able to test it at a friend house? 

Thanks

Sukhi

[impudent]

Hi Sukhi, no.

Aside from the fact that there is nowhere I can do this, it is a completely unrealistic and unreasonable request to expect that your customers are going to be in a position or have access to use other peoples houses and infrastructure. How on earth do you think this would work? This is a highly intermittnet issue. Do you seriously expect me to sit at in another house for hours or days waiting for your equipment to fail? What if there is an ISP issue at the other house?

To reiterate the circumstances, the previous SS1 worked fine for a very long while before failing. There has been no change in either my ISP connection or my home network in that time, I have no other connectivity issues with any appliances or applications. My broadband connection is Vigin cable and this is both fast and stable. The SS3 has not been reliable since the day it arrived. Don't you have any error logs you can look at help troubleshoot this from your side?

Please do not try and make the resolution of this issue my problem to deal with. 

I have been disconnected from further calls in the past 24 hours and am constantly having to apologise to people for Vodafone.

Thanks

Simon