Keeps dropping out - here are the test results

[billywhizz1957]

Hi, suresignal keeps dropping out. I have identified the light sequence as in the sticky at the top of the page....flashing red, adjacent light solid orange. Latest suresignal V3

Hope you can help, thanks.

Upload - 0.21 mbps

Download – 6.58 mbps

Ping – 66ms

Jitter 2ms

Grade – B+

Ip - 217.42.249.130

IPV6 - ::ffff:d92a:f982

Suresignal serial no.  40132336427

Last login: Sat Nov  2 09:27:50 on console

ian-booths-imac:~ ianbooth$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  1.927 ms  14.369 ms  1.665 ms

 2  217.32.147.109 (217.32.147.109)  11.717 ms  24.053 ms  11.910 ms

 3  217.32.147.174 (217.32.147.174)  11.893 ms  13.665 ms  12.296 ms

 4  212.140.206.98 (212.140.206.98)  19.722 ms  22.644 ms  16.110 ms

 5  217.41.169.191 (217.41.169.191)  15.890 ms  27.556 ms  20.408 ms

 6  217.41.169.109 (217.41.169.109)  15.843 ms  15.712 ms  17.863 ms

 7  acc2-10gige-3-3-0.sf.21cn-ipp.bt.net (109.159.251.219)  18.560 ms

    acc2-xe-0-0-2.sf.21cn-ipp.bt.net (109.159.251.205)  15.818 ms

    acc2-xe-0-1-3.sf.21cn-ipp.bt.net (109.159.251.211)  25.508 ms

 8  core1-te0-0-0-4.ilford.ukcore.bt.net (109.159.251.153)  36.537 ms

    core2-te0-2-3-0.ealing.ukcore.bt.net (109.159.251.147)  26.900 ms

    core2-te-0-4-0-16.ealing.ukcore.bt.net (109.159.251.59)  27.909 ms

 9  peer1-xe9-0-0.telehouse.ukcore.bt.net (109.159.254.120)  24.964 ms  23.643 ms

    peer1-xe9-1-0.telehouse.ukcore.bt.net (109.159.254.108)  21.989 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  25.773 ms  23.005 ms  58.875 ms

11  85.205.116.10 (85.205.116.10)  31.989 ms  31.417 ms  29.991 ms

[Retired-Andy]

Hi billywhizz1957,

Everything is fine with your ping test and traceroute.

Your IP address is on our whitelist so no problems there either.

The speed test results that you’ve given are a cause for concern.

A Sure Signal needs at least 0.36Mbps upload speed to maintain a stable connection to our servers.

Your results show an upload speed of 0.21Mbps which will cause the connection to drop.

Can you re-run the results and if they come out the same, you’ll need to contact your ISP for more help.

Let me know how you go on.

Thanks,

Andrew

[billywhizz1957]

Thanks,

Speedtest tonight is 0.81 - been fairly constaant all day but the SS keeps dropping after three resets today.

http://www.speedtest.net/my-result/3078742948

Ian

[Retired-Dave]

Hi billywhizz1957,

That's definitely better.

I've resynched the Sure Signal in case anything is caught up, so can you reset the box again for me?

This time, though, can you unplug the Ethernet cable from it before you start and plug it back in once you've released the button? 

Dave

[billywhizz1957]

Hi,

All seems OK this morning. If this happens again is there anything I can do myself apart from keep resetting?

Thanks for your help so far....

[AdrianMontagu]

I suspect the ethernet autonegotiation of the VSS.  If the system cannot do this properly, it will default to 10/half which is bad news.  It is not the 10 mbits/sec that is the problem, it is the half duplex.  This is a messy and causes slowdowns. If one device is locked to full duplex and the other to half, the packets will get fragmented, have CRC errors and framing errors.

I had the experience of one switch not working whilst another did.  As all the other devices connected to the switch worked irrespectively, I suspect the VSS.

[billywhizz1957]

OK thanks, will let you knmow.

[billywhizz1957]

Hi,

....ands it's down again this morning! Upload speed is still ok. Any clues?

[Retired-Kay]

Hi billywhizz1957, 

Which BT Home Hub do you have? 

We're aware of compatibility issues between Sure Signal and Home Hub 3 and have more information on this here. 

Kay

[billywhizz1957]

Thanks,

Yes it's a version 3.......

No, BT won't upgrade unless it's faulty and don't know about any issues with SS. It would help if they actually tried to understand the problem rather than trying to fix soemthing completely irrelevant but that's BT I guess.

So; looks as if I'm stuck with a non-functioning SS box, and tied into an ISP that doesn't really care as long as I'm signed up for a year. Only way forward is to change mobile to someone who has coverage here which is a shame as Voda has always been good for me. Do you hope to solve this issue or is it as hard for you to deal with BT as it is for consumers?