suresignal v3

[david36]

SS not connecting to the internet,Vodafone have already reset and i have reset SS but still unable to connect.

Power light on solid next light flashing,all other lights off.

Serial No 40131134708

IP 217.35.243.238

Speed test

download = 2.91

Upload     = 0.35

ping 45

jitter 2

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Dave>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 BThomehub.home [192.168.1.254]
2 29 ms 29 ms 29 ms 217.47.187.186
3 29 ms 32 ms 28 ms 217.47.187.161
4 38 ms 37 ms 37 ms 213.1.69.186
5 37 ms 37 ms 37 ms 31.55.165.183
6 36 ms 37 ms 38 ms 31.55.165.107
7 45 ms 36 ms 37 ms acc1-10GigE-4-2-2.mr.21cn-ipp.bt.net [109.159.25
0.116]
8 50 ms 47 ms 46 ms core2-te0-4-0-0.ilford.ukcore.bt.net [109.159.25
0.3]
9 44 ms 44 ms 44 ms peer1-xe0-1-0.telehouse.ukcore.bt.net [109.159.2
54.132]
10 49 ms 47 ms 48 ms lndgw2.arcor-ip.net [195.66.224.124]
11 45 ms 44 ms 45 ms 85.205.116.2
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.

C:\Users\Dave>

[Retired-James]

Hi david36,

From the tests you’ve done, everything looks ok and the registration has updated this morning.

Are you still having trouble?

If yes, can you confirm which home Hub you are using?

James

[david36]

No change still not connecting.Type of router is BT homehub V3.

[Retired-Dave]

Hi david36,

Strange, it shows as connecting again early this morning.

Can you check the following for me?

 - The router's Maximum Transmission Unit (MTU) should be set to 1500. If it won't go that high, set it to the highest value it will allow.

 - Check the following ports are open for forwarding : 8, 50, 123, 500, 1723, 4500.

Dave

[david36]

Hi Dave

All done by BT tech team at a cost of £30 last night and its still not working.

SS lights as first posted.Could it be a faulty SS?

Both me and my son run a business so i need this sorted urgent.

[Retired-Andy]

Hi david36,

The light sequence you’re seeing show that the Sure Signal is being configured.

This process can take up to 6 hours to complete and if it’s interrupted, will start from scratch again.

The only way to confirm if the Sure Signal is faulty would be to try it on a different internet connection e.g. that of a friend or family member.

I’ve checked your serial number and it connected to our servers at 03:23 today, are you still seeing the same lights?

To make certain your Sure Signal is as up to date as possible, I’ve just resynced it for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Cheers,

Andrew

[david36]

Hi Andrew

SS now working without resetting and thanks for your assistance.I will monitor for a couple of days before i press the problem solved button.

I have tried to resset previously and the standard instructions you give out don't work even when you remove the router connection,is ther another method of resetting?

[Retired-Kay]

Hi david36, 

This is the correct method for resetting the Sure Signal.

I have noticed that some users don't get the flashing lights until they release the button, this is fine though and will still reset it. 

Thanks, 

Kay

[david36]

Sorry but the same fault is on again as from last night.

Unable to use ss yet again.

[Retired-James]

Hi david36,

It does sound like the box could be faulty.

The best way to test this for sure would be to try it on a different internet connection that uses a different service provider.

If you still get the same issue then we can arrange a repair for you.

James