SureSignal V3 not connecting to phone for several days now...please help!

[robs112]

Hi,

The suresignal appears to be connected (red power light solid + two white solid lights for internet and service) but the phone (iphone 6S running IOS 10.0.2) will not connect to it for several days now.

Have tried resetting several times, turning phone on/off several times...but no luck.

Suresignal SN:

40133480356

Speed test:

Ping: 13ms

Down: 5.79 Mbps

Up: 0.75 Mbps

Ping Test:

Line Quality: B*

Ping: 15ms

Jitter: 2ms

External IP:

80.229.10.115

Traceroute:

\WINDOWS\system32>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     *        3 ms     3 ms  BThomehub.home [192.168.0.1]

  2    12 ms    14 ms    14 ms  lo0.10.central10.ptn-bng01.plus.net [195.166.128.228]

  3    43 ms    34 ms    24 ms  irb.10.PTW-CR02.plus.net [84.93.249.2]

  4    24 ms    24 ms    24 ms  195.99.126.182

  5    37 ms    47 ms    68 ms  t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]

  6    25 ms    25 ms    25 ms  166-49-211-254.eu.bt.net [166.49.211.254]

  7     *        *        *     Request timed out.

  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.

Please help...!

[robs112]

Hi,

The suresignal appears to be connected (red power light solid + two white solid lights for internet and service) but the phone (iphone 6S running IOS 10.0.2) will not connect to it for several days now.

Have tried resetting several times, turning phone on/off several times...but no luck.

Suresignal SN:

40133480356

Speed test:

Ping: 13ms

Down: 5.79 Mbps

Up: 0.75 Mbps

Ping Test:

Line Quality: B*

Ping: 15ms

Jitter: 2ms

External IP:

80.229.10.115

Traceroute:

\WINDOWS\system32>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     *        3 ms     3 ms  BThomehub.home [192.168.0.1]

  2    12 ms    14 ms    14 ms  lo0.10.central10.ptn-bng01.plus.net [195.166.128.228]

  3    43 ms    34 ms    24 ms  irb.10.PTW-CR02.plus.net [84.93.249.2]

  4    24 ms    24 ms    24 ms  195.99.126.182

  5    37 ms    47 ms    68 ms  t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]

  6    25 ms    25 ms    25 ms  166-49-211-254.eu.bt.net [166.49.211.254]

  7     *        *        *     Request timed out.

  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.

Please help...!

[Timeweasel]

A client of mine has asked me for help with this same issue. After a while working ok, all their phones will no longer connect with the suresignal v3 in their basement office.

I deregistered and reregistered the suresignal, and reset the device, then readded all the phones, which are a mixture of iPhones and Android phones. After the device was reregistered, the phones connected again, but only for almost 24 hours, than after that they would not connect again.

The only way for this client to get a signal in their office, which is essential for them to run their business, is through the suresignal, so it is vital that this connection issue is fixed.

Please help!

[Rahim]

@Timeweasel Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

[Timeweasel]

I can't currently do this as I'm not on the client's site, but I'm planning on sending them my Suresignal v3 to see if it behaves any differently. If not I'll set up remote access and run the experiments.

[Rahim]

@Timeweasel Kindly keep us updated with how you get on. 

[Timeweasel]

Well I'venow given them my suresignal to try, and the problems just keep mounting. They've plugged it in, sorted out the firewall, and then i registered it to their account. 48 hours later, the lights on the suresignal are two white and a red as expected, but the device is still showing as PendingActive in their account so I can't do anything with it. Can't add users, or even deregister to start again.

I've talked to customer support and been told it's been escalated, but still no change.

Very unimpressed.

[Timeweasel]

Next day and online account is still showing pendingActive and I can't do anything. It's completely useless! Can anything be done to remove the device from your end so I can try to register it again?

PM me if you want the serial number.

[Rahim]

@Timeweasel Has the account status changed to active?

Please provide us with your serial number if you're still having issues. 

We're unable to respond to private messages sent to our own personal inbox. 

[Timeweasel]

After getting the account reset again on Monday morning, I was able to reregister the new suresignal device and add users. However, more than 24 hours later none of the registered phones will connect to the suresignal.

The serial number is 42163567532.

[Timeweasel]

The issue you’re experiencing: Normal light sequence but no phones will connect to the suresignal. Have now tried 2 different suresignal devices.

What light sequence you're seeing: Red power, two white lights and never a connection light

Your speed test results 
Ping 4ms, Download 4.84Mbps, upload 81.61Mbps

Your external IP address 

62.232.218.220

Your Sure Signal serial number: 

42163567532

The results of a traceroute.

At the moment tracert is being blocked by the firewall, so I'm trying to get it unblocked so I can run this test.

[Rahim]

@Timeweasel Sorry for the delay in getting back to you. 

I've checked your serial number and can see your Vodafone Sure Signal has made a recent connection with our server (12 November 2016). 

Please let us know if you're still having issues.