Could you tell me when the Sure Signal will be back up

[DaveLock]

My Sure Signal stopped working at the end of this week and I have just gone onto my account to check it that end and it states the is a problem "Unfortunately this functionality is currently unavailable" and a load of Java errors. DO you know how long this service will be out?

[Retired-James]

Hi DaveLock,

This should be back up and running now.

I’d clear your cache and cookies and try again.

Can you confirm exactly what problem you are having with your Sure Signal?

I’d also 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

James

James

[DaveLock]

Download Speed 1.94 Upload Speed 0.84 Ping Test 31ms external IP = 186.173.170.145 Sure Signal Serial number = 21230737468 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 api.home [192.168.1.254] 2 20 ms 20 ms 23 ms 217.32.147.2 3 21 ms 22 ms 22 ms 217.32.147.46 4 24 ms 25 ms 24 ms 213.120.177.82 5 23 ms 24 ms 23 ms 217.41.168.245 6 24 ms 24 ms 23 ms 217.41.168.109 7 26 ms 25 ms 24 ms 109.159.249.242 8 30 ms 31 ms 25 ms core-te0-7-0-6.faraday.ukcore.bt.net [109.159.24 9.147] 9 24 ms 24 ms 25 ms host213-121-193-109.ukcore.bt.net [213.121.193.1 09] 10 27 ms 28 ms 25 ms lndgw2.arcor-ip.net [195.66.224.124] 11 24 ms 24 ms 24 ms 85.205.116.14 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 *

[DaveLock]

Forgot to add to the above it is still not working and as you can see I am unable to get to the required IP address

[Jenny]

Hi DaveLock,

Thanks for getting back to us,

We’ve checked your external IP address against the whitelist and this is currently being blocked as it’s showing as a Chile IP range.

For this to work the IP address needs to be in a UK registered IP range.

Unfortunately there isn’t anything further we can do, however you can contact your internet service provider (ISP) to discuss this further.

Thanks,

Jenny

[DaveLock]

So this must be affecting all BT users is that right? Not sure how BT are going to help. I would have thought it was up to you to contact them and make syure the service you offer is working.

[Retired-Andy]

Hi DaveLock,

This isn’t affecting all BT customers otherwise we’d see much more traffic on the forum about it.

As Jenny has mentioned, the external IP address you’ve given - 186.173.170.145 – shows as being based in Chile. Can you confirm that this is the correct IP address?

The reason we’ve suggested you contact BT is that as there's account security that would need to be passed and also, they would need to be made aware of where their IP address is reporting as being based.

Thanks,

Andrew