Can you please re synch my sure signal box

[andyparkins]

Information

Product Name: TG587n v2

Serial Number: CP1147PA4CU

Software Release: 8.4.2.R

Tried everything on here - no 3G connections and no 3 rd light on showing connections after working for years - BT replaced pole and nowt since -

[Retired-James]

Hi andyparkins,

So that I can get this done, please let me know the correct Sure Signal serial number which begins with either 401 or 212.

James

[andyparkins]

21197073626

Thanks

Andy

[Retired-James]

Hi Andy,

Thanks for getting back to me.

The registration looks fine but I’ve re-synced it for you to refresh the connection.

If this still isn’t working can you let me know exactly which lights are on and what they are doing?

Also, please let me know the following.

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

[andyparkins]

It has lights 1,2 & 4 on after going through it's boot, connecting etc - all looks to to be working but none of the devices can connect over 3g - iphones,normal phones  and blackberry's. 3rd light flashes a few times a few minutes after rests but nothing connects. It has been working fine for over a year until BT replaced the pole up the road. internet and phones are all ok it's just this box.

FOLLOWED RESETS BY EVERY METHOD DESCRIBED IN OTHER POSTS - NO USE!!

speed test shows:-

Ping 26ms 8.28Mb Download and 1.06Mb Upload http://www.speedtest.net/my-result/2937989599

Ping Test shows 30ms Jitter 4      http://www.pingtest.net/result/85824046.png

My ext IP is 188.222.23.204   IPv6 is ffff:bcde:17cc

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\test>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    76 ms    99 ms    99 ms  O2wirelessbox.lan [192.168.1.254]
  2    26 ms     *        *     93-97-237-1.zone5.bethere.co.uk [93.97.237.1]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  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:\Documents and Settings\test>

[Retired-Kay]

Hi andyparkins, 

Your traceroute is fine, there doesn't appear to be any reason it isn't working. 

You mention the problems started when BT replaced a pole, can you try your Sure Signal on a different Internet connection (at a friend or family members house) so that we can rule out any faults with the device? 

Thanks, 

Kay

[andyparkins]

Tried that today - same problem - lights 1,2 & 4 come on after a normal period of time no third light although after 30 mins it flashes on and off for 30 secs then goes off and repeats that every 20 mins or so

[andyparkins]

Can someone please help?

[Retired-Lee]

Hi there andyparkins,

I'm sorry but the traceroute isn't so great after all.

It's failing at hop 2 and the route isn't hitting our servers so there's something on your set up that is stopping the VSS from working.

My advice would be to get in touch with your internet provider or router manufacturer.

Cheers,

LeeH