Sure Signal V3, all looks fine but...

[Rob1978]

Hi, I've been using VSS now for over a year, we first had the V2 model but when we renewed our business contract we got the V3 as we have increased the staff in the office to 5 so need at least 5 connections running rough the VSS. We got the V3 back in November and everything has been working fine until yesterday. The VSS box looked like it was working fine but callers complained that they were struggling to hear us? We checked our mobiles and it was showing that we had a full signal and all the appropriate lights were on the VSS box?

I called my broadband provider to see if there was any issues at there end. They carried out a test on the line and they confirmed we had a download speed of approximately 5mbps and an upload speed of approximately 1mbps. I then called Vodafone. The first technician I spoke to logged onto my laptop and run a speed test which he confirmed was fine. He then advised I reset the VSS box by holding down the reset button for 20 seconds, this I did. I started working for a little while but the went back to us having the same problem. I called Vodafone back only to be asked to run another speed test which I did and we got approximately the same speed results. I was the. Informed I needed to contact my broadband proved to change a load of setting on my router and make sure certain ports were open?

I called them but as we are in a managed service building and the broadband provider didn't supply the router they couldn't make any changed to the equipment...plus the router is in one of the comms rooms in the building and I don't have access to it. Nothing has changed in the office and the broadband runs fine on all out machines so I don't think it's a broadband issue, that and the fact it's been working fine for over 6 months without issue?

Please help!!

[Sukhi]

Hi Rob1978, 

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

Sukhi

[Rob1978]

Thanks for your reply Sukhi.

Ill run the tests and provide the information when I get into the office in the morning.

[Rob1978]

Hi, the results of the tests are as follows :-

D/Load - 4.93mbps

U/Load - 0.61mbps

Packet Loss - 0%

Ping - 16ms

Jitter - 2ms

IP Address - 81.23.59.226

IPV6 Address -::ffff:5117:3be2

SS S/N - 40132600830

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Rob>tracert 212.183.133.177

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

  1     1 ms     3 ms     1 ms  my.router [192.168.31.254]
  2     1 ms     1 ms     1 ms  gw.soar.busi.ask4.co.uk [81.23.59.225]
  3     2 ms     2 ms     9 ms  shef-cer.soar.busi.ask4.co.uk [81.23.56.161]
  4    11 ms     2 ms     2 ms  shef-mlx.w1-cust.core.ask4.net [81.23.52.100]
  5     7 ms     6 ms    16 ms  lon-xmr-10ge.w1-the.core.ask4.net [81.23.51.250]

  6     9 ms    11 ms     6 ms  v212.core1.lon1.he.net [216.66.80.197]
  7    10 ms     6 ms    13 ms  10ge3-1.core1.lon2.he.net [72.52.92.222]
  8     6 ms     6 ms     7 ms  ae0-1802-xcr1.lsw.cw.net [195.66.224.182]
  9     6 ms     7 ms     6 ms  195.2.30.61
 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.

C:\Users\Rob>

Let me know if there's anything else I need to do.

Rob

[Gemma]

Hi Rob,

Thanks for getting back to us.

Your upload speed is showing 0.61mbps.

You need at least 0.3mbps, for one phone to make one call.

Therefore if there’s other devices using the internet in the office, and several numbers connected to the Sure Signal, this will be why.

Thanks,

Gemma

[Rob1978]

Hi Gemma,

Thank you for your reply.

The Upload speed has always been between 0.5mbps & 1mbps but we've never had a problem with it before? It has been fine for over 6 months before we had a problem?

Cheers

Rob

[Gemma]

Hi Rob,

Have any of the users changed their usage patterns?

Are there any other devices within the office which use your internet connection?

Thanks,

Gemma