Sure Signal - Stopped working

[lapstok]

I have a Sure Signal device that has worked perfectly until about a week ago.  Now, all it does is show the red power light.  I have followed all the bits of advice I can find posted and as far as I can tell all looks OK

I have it plugged into a Netgear DGN2000 router and worked well for about 4 months.  Now nothing.  I have even got a second similar one and set it up in case the first had gone u/s - now nothing.

The only thing I can think is that I updated the router software about the same time as the Sure Signal stopped working, but as far as I can see all the setting remain as previously set.

Can anyone help?

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[Ben_H]

Hi lapstok,

If you're still seeing issues, be sure to provide the details Matt has asked for above.

Cheers, Ben

[lapstok]

Hi Matt

here are the results;

Speedtest here http://www.speedtest.net/my-result/3192932506

Ping test here; Line quality D; Ping 165; Jitter 156; Packet loss 2%

External IP; 46.208.81.156

Results of tracert are;

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1     2 ms     3 ms     4 ms  192.168.0.1   2   203 ms    58 ms    53 ms  lo0-central10.ptn-ag02.plus.net [195.166.128.191 ]   3    64 ms    48 ms    68 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.13 2]   4   311 ms   134 ms   370 ms  xe-1-2-0.ptw-cr01.plus.net [212.159.0.112]   5    43 ms    44 ms    49 ms  ldngw1.arcor-ip.net [195.66.224.209]   6    72 ms    50 ms    69 ms  85.205.116.10   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.

Sure signal serial number is; 40121018952

Hope all this means something to you.

Many thanks for your help

Phil

[lapstok]

Hi Matt

I have just rerun the ping test and now get 'A', ping 41, Jitter 5 and no packet loss!

Phil

[Sukhi]

Hi lapstok

Thanks for providing your Traceroute, everything looks ok. Your IP address is on our whitelist. Your speed test and ping test seem fine.

To make sure it's up to date on our network I’ve given the SS a re sync from our end, can factory reset to complete the process?

Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour.

Thanks

Sukhi

[lapstok · Accepted solution]

Hello Sukhi

It works!  Brilliant - well done and thanks.

Happy New Year to you all

Phil

[pnash]

Hi - I too have experienced a major SS failure. Mine has worked fabulously since Sept 2013 until all of a sudden 2 days ago became very flakey, requiring regular resets only for it to not connect at all since yesterday. I have tried all the suggestions offered on VF forum as well as others. I see there has been some resolution for those in this particular chain and therefore have followed suit and added all the details required n the hopes that something can be done.

I live in a VF reception blackhole and have to drive to the next village for a signal and therefore dependent on SS to keep the mobile connection working. If you can help would greatly appreciate it.

speed test: http://www.speedtest.net/my-result/5220917664

ping test: http://www.pingtest.net/result/142927567.png (Ping 18ms Jitter 1ms)

IP address: 86.137.159.225

Sure Signal serial number: 40132210150

The results of a traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     2 ms     1 ms     1 ms  BTHomeHub.home [192.168.1.254]
  2    15 ms    15 ms    15 ms  213.123.107.250
  3    16 ms    16 ms    18 ms  217.32.98.161
  4    16 ms    16 ms    16 ms  213.1.69.70
  5    17 ms    16 ms    15 ms  217.41.168.102
  6    17 ms    17 ms    16 ms  213.120.178.65
  7    16 ms    17 ms    17 ms  217.41.168.107
  8    26 ms    16 ms    16 ms  109.159.249.68
  9    30 ms    18 ms    16 ms  core4-te-0-12-0-19.faraday.ukcore.bt.net [109.159.249.21]
 10    16 ms    16 ms    39 ms  peer1-xe-11-1-0.faraday.ukcore.bt.net [213.121.193.181]
 11    18 ms    16 ms    17 ms  t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]
 12    17 ms    16 ms    17 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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.

[Retired-Wayne]

Please take a look at our post here.