cancel
Showing results for 
Search instead for 
Did you mean: 
1

Ask

2

Reply

3

Solution

Sure Signal Problems still persisting Weds 8/10

stevebtan
2: Seeker
2: Seeker

Hello I have a SS1 which worked fine since 2009 until last week.  It is normally connected to a BT Homehub but I have also tried it on my John Lewis Broadband, which is PlusNet, I believe.

 

I have waited for the resolution of these problems without avail.

 

Yesterday, following the advice given to other forum members, I de-registered and re-registered the SS (note: adding additional users when registering caused an error each time but I was able to do so successfully for the owner then add the other users). Some hours later, the owning number (my wife) had a signal, neither of the other phones did.

 

Overnight this phone has also lost connection again, so that is 4 VF subscribers still offline, including 2 business  accounts.

 

I have rebooted the SS times without number, it comes back up quite rapidly and sits with lights 1,2, & 4 steady green.

 

In desperation therefore, I am posting a new message .with the requested info, in the hope of some help

 

Regards

 

Steve

 

My IP Address: 31.48.244.30

 

Sure Signal: SureSignal 1 s/n 21196853895

 

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.178]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms BTHomeHub.home [192.168.1.254]
2 643 ms 674 ms 399 ms 217.32.93.122
3 310 ms 312 ms 327 ms 217.32.93.161
4 266 ms 272 ms 296 ms 213.1.69.178
5 152 ms 156 ms 167 ms 31.55.164.33
6 160 ms 164 ms 164 ms 31.55.164.107
7 171 ms 162 ms 156 ms acc1-10Gige-0-5-0-4.bm.21cn-ipp.bt.net [109.159.248.96]
8 176 ms 172 ms 179 ms 109.159.252.200
9 44 ms 42 ms 42 ms peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.254.122]
10 43 ms 45 ms 46 ms lndgw2.arcor-ip.net [195.66.224.124]
11 46 ms 46 ms 44 ms 85.205.0.86
12 * * * Request timed out.

 

speed.PNG

 

pingtest.PNG

 

3 REPLIES 3

Retired-Matt_B
Moderator (Retired)
Moderator (Retired)

Hi stevebtan,

 

Your upload speed is below the minimum speed that's required for the Sure Signal to function correctly.

 

You'll need to speak with your ISP to see if they can improve the speed.


Thanks, 

Matt B

Thanks for nothing, Matt.

 

It is no wonder users of these forums are so enraged at the total lack of a customer service mentality and many are looking to move provider.

 

Did you look at the substance of my request?

 

Did you do anything?

 

Or did you simply pick on an excuse not to?

 

Steve

 

 

DaveCD
Moderator (Retired)
Moderator (Retired)

Hi stevebtan,

 

I can see that a location change has been detected, so I've reset this and performed a resync on your device.

 

A location change may have been done by your ISP.

 

The traceroute shows that the signal is not reaching our servers and this is down to the speeds of the internet.

 

You'll need to contact your ISP as advised by Matt to see what they can do to improve these.

 

I would also recommend trying the Sure Signal without any other devices connected to your router.

 

DaveCD