Ask
Reply
Solution
03-08-2013 08:53 AM
03-08-2013 09:36 AM
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
LeeH
03-08-2013 10:34 AM
IP Address: 176.248.76.245
Ping Test: 37ms, Jitter 14ms
Speed Test: Download 4.33mbps, Upload 0.68mbps
Sure Signal Serial No: 40114507763
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Phil>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 14 ms 1 ms 1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 31 ms 31 ms 30 ms ip-89-200-132-110.ov.easynet.net [89.200.132.110
]
4 30 ms 28 ms 31 ms te0-6-0-0.er11.thlon.ov.easynet.net [89.200.135.
39]
5 28 ms 29 ms 28 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
6 36 ms 34 ms 35 ms AMDGW1.arcor-ip.net [195.69.145.123]
7 53 ms 45 ms 46 ms 188.111.129.25
8 56 ms 56 ms 56 ms 85.205.116.6
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.
05-08-2013 08:41 AM
Hi Philpitt,
The solid power light you’re seeing shows that the Sure Signal is powered on and there are no hardware faults with it.
Everything looks fine with your upload and download speeds and ping test. Your IP is on our whitelist so no problems there either.
Your traceroute is fine and although there is a timeout at Hop 2, the connection still reaches our servers.
Do you have any other devices using the connection at the same time as the Sure Signal? If you do, and this takes the available upload speed below 0.3Mbps, then the Sure Signal won’t be able to maintain a connection to our servers and the service will drop.
I’ve checked your serial number and can see it last connected to our servers at 22:04 on 1 August.
To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal for you.
To make sure it completes, can you do a factory reset for me:-
If this doesn’t solve things for you, are you able to try the unit on a different internet connection? If the Sure Signal works there, it indicates that there’s something in your current set up that’s preventing it from maintaining a stable connection to our servers.
If it doesn’t work in the other location, it may indicate that the unit is faulty and would need a repair.
Thanks,
Andrew
03-08-2013 02:12 PM
04-08-2013 12:48 PM