sure singnal v3 dropped calls and disconnects

[jay_mp]

I'm having problems with my VSS3 - Calls get dropped and the device goes offline every now and then leaving the power light flashing and orange internet light solid. To get it working again I have to switch the unit off and back on again. I hope someone can help me.

The details are:

sure serial no: 401236512906

speed test results. http://www.speedtest.net/my-result/3093499981

ping test results. http://www.pingtest.net/result/89117431.png

external IP address.

Your IP Address is 91.125.131.66

Your IPV6 Address is ::ffff:5b7d:8342

The results of a traceroute:

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 [192.168.1.254]  

2    10 ms     9 ms     8 ms  lo0-central10.ptn-ag04.plus.net [195.166.128.193]  

3     9 ms     8 ms     9 ms  link-b-central10.ptn-gw02.plus.net [212.159.2.142]  

4     9 ms     8 ms     8 ms  xe-8-2-0.ptw-cr02.plus.net [212.159.0.118]  

5    42 ms    11 ms     8 ms  ae2.ptw-cr01.plus.net [195.166.129.4]  

6    13 ms    10 ms    12 ms  lndgw2.arcor-ip.net [195.66.224.124]  

7    10 ms     9 ms     9 ms  85.205.116.10  

8     *        *        *     Request timed out.  

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.

[jay_mp]

From looking at other similar problems I think I need a manual re-sync, can anybody sort that out for me ?

[Ben_H]

Hi jay_mp,

Thanks for getting in touch with your details. Your results all check out fine but I'm struggling to recognise 401236512906 as a valid Sure Signal serial number. Can you double check the number and post back if it's different?

Cheers, Ben

[jay_mp]

Hi Ben,

Sorry about the typo, the serial is 40123651206

Postcode is E9 7DG.

Thanks.

[Sukhi]

Hi jay_mp

Thanks for coming back to us. I''ve resynced it for you. Please perform a reset to make sure this completes. 

-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.

Thanks

Sukhi

[jay_mp]

Hi,

After resetting the unit I wasn't getting a 3G signal however after leaving it overnight I had a full signal in the morning but now the power light is flashing and the internet light is solid red, with the other 2 lights off.

Any ideas ?

Thanks.

[Retired-Dave]

Hi jay_mp,

The flashing power light can indicate a power supply problem. Are you able to try the Sure Signal in a different plug socket just to rule that out?

Failing that, can you retry the reset for me, but this time unplug the Ethernet cable before starting. Once you've released the button, plug it back in. It can take a little time to fully reactivate, which would explain the delay you had yesterday.

Also, just to check, were you doing anything which would have used the same internet connection between the time you saw it working and the time it went down?

Dave

[jay_mp]

Hi Dave,

Thanks for the reply. I had tried the sure signal in a different socket and location before and I had the same problem so I don't think it is the socket.

The reset I did last night was with the ethernet cable disconnected (I had read this elsewhere). One thing I did notice is that when I press the reset button I never get the current lights go out and I never get all the lights coming on, it's only when I release the button that the light go off and come on, this happens no matter how long I hold the reset button down for.

The connection seemed to be working (though not tested, I just had full signal on the mobile) at 6am this morning and by 9am it had gone in the state I described earlier.

There may have been a small amount of wireless internet activity use in the morning from the router but that's it at that time of the morning. Initially I thought it may have been my upload speed so I had that uncapped by plusnet, I have also set up port forwarding as read elsewhere but again that didn't make any difference. The mtu in the router is set to 1500 by default.
I will try another reset tonight and report back.

[jay_mp]

Hi,

Here's an update of the reset I have just done.

The sure signal had the power light flashing and internet light solid orange, I took the ethernet cable out and held the reset button for well over 2 minutes and nothing happened, when I let go of the reset button the orange internet light went out and the power light stopped flashing, I then inserted the ethernet cable and then the internet light started flashing green and it is currently in this state - I guess it's trying to connect.

Thanks.

[Retired-Kay]

Hi jay_mp, 

It's showing a connection to our servers yesterday, what light sequence is it showing now? 

If it's the same as before can you try it at a different location such as a friend or family members so that we can rule out any issue with the device itself? 

Let us know how you get on, 

Kay