Replacement SS won't work

[amandalwilliams]

Received a replacement SS a couple of weeks ago - previous one, same version (3) working fine but stopped powering up.

Plug and play didn't work.

Tried everything I can think of - changed cables, reset, resynch, re-register, port forwarding, phone off/on, router reboot.....no change,

Troubleshooting results:

Lights: Power light solid red, first two lights, solid white. 

Speed: ping = 12ms, Download = 33.16 MBps, Upload = 1.73 MBps

IP Address = 86.137.181.232

Serial number: 42181558489

Tracert results:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 2 ms 2 ms 2 ms bthub.home [192.168.1.254]
2 * * * Request timed out.
3 * 11 ms 10 ms 31.55.187.177
4 11 ms 10 ms 11 ms 31.55.187.184
5 11 ms 10 ms 17 ms core1-hu0-8-0-5.southbank.ukcore.bt.net [195.99.127.178]
6 12 ms 12 ms 10 ms peer6-hu0-6-0-6.telehouse.ukcore.bt.net [195.99.127.3]
7 11 ms 12 ms 11 ms t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.228]
8 12 ms 10 ms 11 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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!

[Alex]

@amandalwilliams Your light sequence is showing the device is ready to use, so it's odd that it's not working 🤔

I've just performed a resync on your Sure Signal, please allow six hours to pass before giving it a restart and testing again. 

[amandalwilliams]

Thank you - it has been resynched twice after speaking to online chat, but I’ll restart again in six hours.

[Blair]

Let us know what happens @amandalwilliams. We want to get you up and running again!

Blair

[amandalwilliams]

No change.

Did as you suggested, plus turned my phone off and on, but nothing.

Same light sequence.

PLEASE get me up and running again!

Amanda

[Mark]

This is strange @amandalwilliams. The Sure Signal's light sequence indicates it's ready for use and I can see it connected to our network at 4.49 yesterday evening. Are there any other numbers registered and are they struggling to connect? Have you swapped your handset or SIM since registering the new Sure Signal? This can prevent it from connecting and you may have to remove and re-add this number. Our set up guide has more information on doing this.

[amandalwilliams]

I deliberately added another number to see if it was phone specific, but that one also won’t connect. I’ve not changed my handset or SIM.

I don’t know what happened at 4.49pm yesterday, but it was nothing to do with anything I did - I was out.

I’ve reset the Sure Signal again this morning in the (desperate) hope of an early Christmas present, but no change in outcome. Same light sequence, no signal boost. 

Would be lovely to have a phone phone signal for Christmas! It’s now been three weeks I’ve been trying to get this to work.

[Mark]

I'm sorry to hear you're still without a stable service through your Sure Signal @amandalwilliams. As we'll need access to your account to take a further look into this for you, please get in touch with us through the private message I've sent and one of our Technical team will be in touch.