Getting regular disconnections on Sure Signal V3

[psychopomp1]

My SS (v3) has always worked fine, however for the last few days its been disconnecting on a regular basis. After it disconnects, i have to do a hard reset on it to get it working again...until a few hours later when it disconnects again. Nothing wrong with my broadband connection/speed, its 18 meg down / 1 meg up and modem stays synced for months. Perhaps someone from Vodafone can resync my unit? SS serial # 40130441104

Cheers

[Retired-Lee]

Hi,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

Your Sure Signal serial number:

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.

This will help us get the quickest possible resolution for you.

Thanks

LeeH

[psychopomp1]

Hi Lee

Thanks, hope the following helps:

Your speed test results from here: 14.25 meg down / 0.86 meg up

Your ping test results from here: Packet lost 0%, ping 35ms, jitter 2ms

Your external IP address from here: 89.242.11.95 (isp TalkTalk)

The results of a traceroute.

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 4 ms 1 ms 1 ms EA6700 [192.168.1.1]
2 27 ms 29 ms 29 ms host-62-24-255-82.as13285.net [62.24.255.82]
3 42 ms 34 ms 41 ms host-78-151-225-113.static.as13285.net [78.151.2
25.113]
4 40 ms 39 ms 40 ms host-78-151-225-124.static.as13285.net [78.151.2
25.124]
5 39 ms 44 ms 51 ms host-78-144-8-59.as13285.net [78.144.8.59]
6 44 ms 43 ms 50 ms ldngw1.arcor-ip.net [195.66.224.209]
7 37 ms 43 ms 49 ms 85.205.116.6
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12

Your Sure Signal serial number: 40130441104

[Retired-Dave]

Hi psychopomp1,

That all looks OK, so I've resynched the Sure Signal. Can you do a factory reset of the box 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.

Dave

[markab]

I am getting the same, reset the SS and it works fine, check back a while later and it has disconnected, with solid power light and orange internet light.  I think this is a back end issue as I see a few users starting to have the same problems.

Also could you please post the correct sequence to reset a suresignal V3, I could hold the reset button in for 3 months and it would never flash lights and cycle until you release the button.

Close to asking for my money back, such a flaky setup.

[psychopomp1]

In my experience unlike V2, the lights do not flash when doing a hard reset on V3...just hold the reset button for ~ 30 sec and that should reset the unit (no need to switch off power). Post the info requested in Lee's post (post # 2) and i'm sure someone from VF will resync your unit. Since VF resynced my unit, it seems to be fine now....touch wood!

[markab]

Hello please resync 40132136546

I can't get the other details at the moment because I am at work so please just resync.

[Retired-Kay]

Hi markab, 

I've just done a resync. To complete the process please do a reset;

-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, 

Kay

[psychopomp1]

Oh dear, my Sure Signal has just disconnected again and its trying come online again. This is very clearly a problem at Vodafone's end, please sort this out. 

[grolschuk]

Are there any new devices connected to your network that could be fighting the suresignal for the resources, ports and bandwidth that it uses?

Maybe something else trying to initiate a VPN connection to another service?

Or the UPnP settings on the router trying to reserve soemthing that messes things up?