Sure signal problem

[Rbwindover]

Hi, my sure signal has been working fine and the last few days it is not picking up my phone, when I used to make a call the phone light on the box lit up and now it doesn't, I have tried a reset, the serial number of the box is 40120953456 please help

[mosland]

Hi Matt,

Would appreciate assistance with this - VSS hasn't worked for months, and this is latest attempt to resolve:

Download 12.28

Upload 0.8

Ping 27ms

IP 83.137.176.132

Serial: 40132733169

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

C:\Users\markosland>
C:\Users\markosland>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 <1 ms <1 ms Vigor.router [10.12.0.220]
2 15 ms 15 ms * 83.137.178.252
3 16 ms 15 ms 15 ms 83.137.179.33
4 19 ms 16 ms 19 ms 92.60.249.29
5 43 ms 18 ms 19 ms ldngw1.arcor-ip.net [195.66.224.209]
6 16 ms 15 ms 15 ms 85.205.116.2
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.

C:\Users\markosland>

[DaveCD]

Hi mosland.

I noticed that around the last time this was active, there was a location change which is often when the ISP has made an amendment.

I have refreshed this and also resynchronised the device.

Please can you tell me how you get on and which lights you see.

DaveCD

[mosland]

Still not working - same light sequence.



We have taken it home, and it works fine in houses with Virgin broadband
but not in mine (BT broadband) - not sure if this is relevant.



Best regards



[image: Description: cid:505284908@07042011-0AA4]

Mark Osland

Director

Chartered Financial Planner

[image: formula_sig_main_2013]

[Retired-Dave]

Hi mosland,

It shows that the Sure Signal box is working, which rules out some possible issues.

What router are you using? What version is it?

Did you use the same Ethernet cable at both locations? If not, try swapping the one you're using now.

Also, check the following ports are open for forwarding on your router and firewall:

 - 8

 - 50

 - 123

 - 500

 - 1723

 - 4500

Dave

[steven cavanagh]

is sure signal down at the moment?

It has been working fine for months.

Steve

[mosland]

All ports open. Have tried a number of cables. Have tried both our routers. Could it be a problem with the ISP?

[mosland]

One router is Zyxel P600 (that VSS usually plugged into)

Have also tried it in our Belkin Gigabyt Switch 8 port 

[Retired-Andy]

Hi mosland,

If your ISP is performing maintenance, then this may affect your internet connection.

Do you have other devices using the connection at the same time as the Sure Signal?

If you do, and they drop the connection speed below that which the unit needs, the connection to our servers will end.

Try disconnecting any other devices to see if the Sure Signal starts working.

If it does, you’ll need to contact your ISP about increasing your connection speed.

Another thing to check, is that the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Also, make sure that the router’s MTU (Maximum Transmission Unit) is set to 1500.

If this doesn’t help, let me know what lights you’re seeing on the Sure Signal.

Cheers,

Andy

[mosland]

We have checked all those points. Red light flashing. Two orange lights on far right are permanently on

[Retired-Ian_]

Hi mosland,

Thanks for supplying this information.

The Sure Signal hasn't connected to the server since the middle of January.

I'd suggest trying the Sure Signal at a friend or family members address using their router.

Let us know how you get on.

Thanks

Ian