Sure signal 3 problem

[Strat1]

For the last 5 days we have not had a mobile signal on our phones at home. The suresignal is working fine and we've tried resetting it but still no phone signal. Wifi is working fine. Having read other posts I've got the following info in case it's any help: speed test, download speed 22.58, upload speed 8.49. Ping 19ms. Ext IP address 84.92.113.19. Sure signal serial number 42150964429. Tech team please can you help?

[Retired-Laura]

Hi @Strat1

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.

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

[Strat1]

Here is the tracert reply

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Jon>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     *     General failure.

Trace complete.

Hope this helps, now no mobile signal for over a week

[Amanda]

Hi @Strat1

Thanks for getting back to us. 

Your Sure Signal updated last night, is it working for you now? 

If not please let me know the light sequence that you're seeing and the full traceroute results.

Your previous post only shows one step and we need to see them all.

Thanks, 

Amanda 

[Strat1]

Dear Tech team,

when you last messaged me May 27th the suresignal phone signal had been restored again but for the last 5 days it's gone again, please can you restore it. Here is a copy of the latest tracert:

racing route to 212.183.133.177 over a maximum of 30 hops

 1    19 ms     1 ms    <1 ms  dsldevice.lan [192.168.1.254]
 2    16 ms    14 ms    14 ms  lo0.11.Central11.pcl-bng04.plus.net [
178]
 3    15 ms    15 ms    15 ms  irb.11.PCL-CR01.plus.net [84.93.249.9
 4    14 ms    16 ms    15 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
 5    18 ms    19 ms    25 ms  lndgw2.arcor-ip.net [195.66.224.124]
 6    16 ms    16 ms    16 ms  85.205.0.93
 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.

race complete.

[Gemma]

@Strat1

Your Sure Signal is showing as active. It last made contact with the network at 1.06am today.

Thanks for the traceroute, that all looks ok.

Please test a different Ethernet cable and perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• 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
• Plug the cable back in

Allow around 1 hour for the Sure Signal to come back online.

If it’s still not working, please let us know your latest results for your: 

Speed test results from here.

Your ping test results from here.

Your external IP address from here.