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Solution
26-09-2013 12:52 PM
Solved! Go to best answer.
28-09-2013 08:01 AM
26-09-2013 01:21 PM
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
26-09-2013 01:54 PM
Download: 74.20 Mbps, upload 18.35 Mbps
Ping 6ms
IP: 89.168.31.20
VSS ser no: 40131954493
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
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 192.168.1.1
2 3 ms 3 ms 4 ms 89-168-28-1.dynamic.dsl.as9105.com [89.168.28.1]
3 5 ms 4 ms 4 ms xe-11-2-0-bragg002.bre.as13285.net [78.151.225.4
1]
4 5 ms 5 ms 5 ms host-78-151-225-204.static.as13285.net [78.151.2
25.204]
5 5 ms 5 ms 5 ms host-78-144-8-209.as13285.net [78.144.8.209]
6 9 ms 5 ms 6 ms host-78-144-11-119.as13285.net [78.144.11.119]
7 23 ms 23 ms 23 ms lndgw2.arcor-ip.net [195.66.224.124]
8 21 ms 21 ms 21 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.
27-09-2013 07:37 AM
27-09-2013 02:52 PM
Hi DaveOborne,
I’ve checked your Sure Signal and this hasn’t connected to the server since 21 September.
I’ve therefore re-synced this for you this afternoon so please complete this process by performing a factory reset as follows:
-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.
The Sure Signal will be back online in around 1 hour.
Thanks,
Jenny
27-09-2013 04:20 PM
28-09-2013 08:01 AM
30-09-2013 01:35 PM
Hi DaveOborne,
Thanks for the update. I'm glad to hear it's all resolved now.
I'm still a little concerned though that your ISP doesn't know about port forwarding. It's something they should know about and the reason you got the same advice across both Customer Service teams here is because this is one of the requirements in many bespoke setups.
I'd urge you push to speak to someone higher up in their technical chain if it's something you need to do in future. It may be that their "first line" agents aren't trained to handle those queries.
Cheers, Ben