Sure Signal Service Inetrruptions / outages

[terryoc]

I was wondering if it was possible for VF to text me (the Forum) when there is a Service Interruption and

when services have resumed. It would enable us mere mortals to reset our devices and avoid days of mixed performance due to such outages.

[Retired-Laura]

Hi @terryoc  

Please 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,

Laura

[terryoc]

For Traceroute how do I discover my Domain name?

I'm on a Mac.

Thanks

terryoc

[Jenny]

Hi @terryoc

For the traceroute, you don’t need your domain name - just enter ‘traceroute 212.183.133.177’.

Thanks,

Jenny

[terryoc]

SUPPLIER=Virgin Media

SureSignal S/N=40123667632

Ext I/P address=92.234.152.128

SPEEDTEST (08:00 24/02/15)

Ping=11ms, Download=41.54 Mbps, Upload=5.71

PINGTEST (08:05 24/02/15)

Ping=29Ms, Jitter=18ms, GRADE=B*

TRACEROUTE

TERRY-iMac:~ terryoc$ traceroute 212.183.133.177

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

1  10.5.144.1 (10.5.144.1)  7.252 ms  8.239 ms  7.715 ms

2  pres-core-2a-xe-332-0.network.virginmedia.net (81.97.115.105)  7.029 ms  9.355 ms  104.886 ms

3  * * *

4  * * *

5  nrth-bb-1b-ae1-0.network.virginmedia.net (62.254.42.218)  30.293 ms  21.965 ms  20.464 ms

6  tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18)  22.326 ms  26.868 ms  36.408 ms

7  ldngw1.arcor-ip.net (195.66.224.209)  26.917 ms  32.352 ms  31.363 ms

8  85.205.0.86 (85.205.0.86)  29.682 ms  28.955 ms  28.703 ms

9  * * *

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TERRY-iMac:~ terryoc$

[Retired-Rodney]

Hi @terryoc,

We've checked the information you've provided and everything looks good.

What problems are you having?

Thanks,

Rodney 

[terryoc]

My SureSignal has always been very hit-and-miss. Sometimes works ok then not. Often disrupts any attempts to make a call altogether and only solved if I turn the SS off!

Recently it just stopped working again and I had to reboot it a few times. If you check my account you'll see many many calls to your 191 number to try and resolve things. It's working now but it's just not a stable piece of kit. I think my initail query was whether, when you experience an outage (Service Interruption in my parlance) you can't simply SMS your SureSignal customers as they may have to reboot their devices?

Can't add much more. I wouldn't say I was happy with the kit. It's working now but I just know I'll hit problems at some point soon-ish. Wouldn't want to rely on it for my business even though I work from home office and spend a lot

of time standing in my front or back garden to get a signal!

[Retired-Matt_B]

Hi @terryoc,

As you're using Virgin Media broadband, please ensure that IPsec is ticked in the router settings.

This should help to resolve the problems you're facing.

Thanks,

Matt

[terryoc]

Yes I'm on Virgin with a Superhub. Can you direct me to where I make this change as it's not immediately obvious from the various menu's??

Thanks

[davidjwalker]

virgin modem/superhub it has the admin info on the side or below it enter the url and user and password it says and go in advavce settings to get to that part