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10-03-2014 04:22 PM
We have had our SSV3 for 7 months and it has been working perfectly. We turned it off when we went away recently and when we turned it back on, we have had the above problem. We have tried all the recommendations in the troubleshooting section but nothing has changed.
Our details are
Router BT Hub4
ISP BT
SS Serial 40131557536
Ping 71
D/L Speed 7.39
U/L Speed 0.38
IP 213.122.199.178
Regret we have received the following message when we try the Traceroute: 'tracert is not reconized as an internal or external command'
Any help to resolve this problem would be much appreciated
Solved! Go to best answer.
01-04-2014 10:52 AM
When I gave the SS to our local Vodafone office, I warned them that they should not correspond with us by text message as obviously we could not pick up their messages without our Sure Signal unit. Of course a text message was sent last week which we just received yesterday.... I have just been to Vodafone where a brand new replacement unit was waiting for us which I have now installed and is working fine. Thank you Vodafone ! There was an accompanying letter to the effect that the old one could not be fixed and the warranty on the new one would last as long as the old warranty on the old unit. Let us hope that this one lasts a bit longer.
10-03-2014 06:42 PM
Hi Toby01,
Your speed test, ping test are fine and your IP address is on our whitelist.
The lights that you’re seeing show that the Sure Signal’s having problems connecting to the router.
Check to make sure that the Ethernet cable connections are secure and if they are, try a different cable to see if this fixes the issue.
To do a traceroute:-
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.
Let me know how you get on.
Cheers,
Andy
11-03-2014 03:49 PM
Hi Andy
Thanks for your prompt reply.
I have tried different ethernet cables as well as different ports. All other devices connected by ethernet are working well.
Please see the result of the Traceroute below:
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 BThomehub.home [192.168.1.254]
2 33 ms 33 ms 33 ms 217.47.130.122
3 31 ms 32 ms 35 ms 217.47.130.193
4 38 ms 38 ms 39 ms 213.1.69.30
5 38 ms 36 ms 37 ms 31.55.164.103
6 40 ms 37 ms 36 ms 31.55.164.201
7 37 ms 36 ms 37 ms 31.55.164.109
8 39 ms 38 ms 38 ms acc2-10GigE-0-2-0-4.bm.21cn-ipp.bt.net [109.159.
248.232]
9 49 ms 46 ms 47 ms core1-te0-15-0-17.ilford.ukcore.bt.net [109.159.
248.174]
10 41 ms 40 ms 41 ms peer2-xe3-1-0.telehouse.ukcore.bt.net [109.159.2
54.229]
11 42 ms 41 ms 42 ms 166-49-211-198.eu.bt.net [166.49.211.198]
12 48 ms 41 ms 40 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.
Thanks
12-03-2014 01:12 PM
Hi Toby01
I've checked and can see we're unable to connect with the device.
This may be down to the BT Hub4 but as you mention it was working before I won't rule anything else out just yet.
Is it possible to try the Sure Signal on a different connection such as a friend or family members?
Can you also advise me which lights you're seeing?
DaveCD
13-03-2014 10:02 AM
Just to be clear, do you want me to simply plug in the SS at another location (with power and ethernet cables) and see what happens, or do you want me to completely re-register the SS at the new location ?
Thanks
13-03-2014 12:36 PM
16-03-2014 10:10 AM
Dear Gemma
I have oved the SS to my father in law's house and changed the location. Regret we still have the same problem.
Best regards
12-03-2014 01:56 PM
Hi Dave
Many thanks. The lights that we are seeing are Power-flashing and use-solid orange only. When we reset, we have Power - solid and no other lights for about one minute until it reverts to the above.
Not sure why it should be the Hub4 as it is working well with our internet TV and wi-fi, amongst other things.
I will try to connect to my father-in-law's modem tomorrow even though it is very old and slow.
Toby
01-04-2014 12:06 PM
Hi,
I have the same problem.
I have tried 2 different cables.
This is my traceroute.
Ping test and speed checkers were fine.
Please suggest.
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\m cnvxbnxcgbh>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 162 ms <1 ms <1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 13 ms 14 ms 14 ms 02780a5b.bb.sky.com [2.120.10.91]
4 25 ms 13 ms 13 ms ae51.edge6.London1.Level3.net [212.113.9.53]
5 12 ms 12 ms 12 ms ae-52-52.csw2.London1.Level3.net [4.69.139.120]
6 13 ms 12 ms 12 ms ae-225-3601.edge3.London1.Level3.net [4.69.166.1
46]
7 12 ms 12 ms 12 ms CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
8 12 ms 12 ms 12 ms 195.2.30.61
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.
01-04-2014 05:15 PM