02-04-2012 09:47 AM
I have had a suresignal box for around 5 months. I got it connected reasonably easily, and it has been working well. Last week it stopped working. I have made no changes to the set up my end. I have read through the support threads and tried what can.
I reboot the device and both lights flash for around 10 mins and then go out. From what I've read this means it can't contact the server for some reason. I'm using a Netgear DGN2200 router with a wired connection (but like I say I have changed nothing from whan it was working at the start of last week) My ISP is Plus Net.
The router is seeing the device with an IP address:
Please can you help, I rely on this for calls as I have no mobile reception at home.
03-04-2012 12:20 PM - edited 03-04-2012 12:21 PM
I’m sorry to hear that you are having problems with your Sure Signal. I appreciate how frustrating this must be for you especially as this has been working fine until recently.
First of all, can you double check that there is data passing through the Sure Signal by turning the device around and checking the two lights either side of the Ethernet port are lit or flashing?
If they are then can you please go to ww.speedtest.net and post back the results. Your line needs to be a capable of a minimum of 1Mb download and 300Kb upload.
If this is ok, can you then go to your PC and go to Start/ Run/ and type CMD
Then type tracert 18.104.22.168 and press enter,
Again, once this is done, please post back the results.
Can you also include your Sure Signal serial number?
If you have a spare minute could you please take the time to fill out a short feedback form about me?
You can do so here
04-04-2012 10:06 PM
Data connections are working fine
Box serial number 40114250463
C:\Documents and Settings\Administrator>tracert 22.214.171.124
Tracing route to 126.96.36.199 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 192.168.0.1
2 43 ms 57 ms 49 ms lo0-central2.pcl-ag02.plus.net [188.8.131.52]
3 51 ms 45 ms 43 ms gi1-24-221.pcl-gw01.plus.net [184.108.40.206]
4 54 ms 43 ms 46 ms po4.pcl-gw02.plus.net [220.127.116.11]
5 45 ms 60 ms 45 ms ae3.pcl-cr02.plus.net [18.104.22.168]
6 56 ms 43 ms 66 ms ae1.ptw-cr02.plus.net [22.214.171.124]
7 47 ms 43 ms 43 ms po2.ptw-gw02.plus.net [126.96.36.199]
8 47 ms 45 ms 48 ms LNDGW2.arcor-ip.net [188.8.131.52]
9 45 ms 45 ms 46 ms 184.108.40.206
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
06-04-2012 08:58 AM
Thank you for this additional information.
I can see from your serial number that registration side is well and good, and your traceroute appears to be fine.
09-04-2012 04:37 PM
Thanks for coming back to me here.
Your download speed, whilst above the required minimum speed, is very close to the limit. What time did you do your speed test? At peak times this may reduce and therefore not be fast enough to support the Sure Signal.
Also, your upload speed isn’t fast enough. You’ll need 300kbs upload speed to sustain a connection during a call and at present, yours is 117kbs.
Is it possible that Plus net have degraded your service at all?
09-04-2012 07:56 PM
I am in touch with Plus net as the download speed has actually increased recently. The suresignal box has been working without a problem since it was installed in Oct/Nov 2011.The download speed was then around 950mbps.
I have carried out the speed test a lots of different times, and the resluts are remarkably consistent.