New Sure Signal v3

[Apps64]

Hi ,

Status of the Suresignal is solid red power light and flashing white Internet LED which according to the intructions means 'connection in progress'  - its been like this for the last 2 days now.

S/N 40123660470 - registered successfully 3/12/12

Ports opened on router/fw  8 50 123 500 4500 1723 , no ports blocked by ISP

DSL Download speed 1.5M

upload speed 0.6M

Traceroute:

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  30.0.0.3
  2    49 ms    49 ms    49 ms  lo98.sc-acc-sip-1.as9105.net [212.74.102.14]
  3    50 ms    49 ms    48 ms  10.72.4.66
  4   105 ms    49 ms    49 ms  10.72.4.188
  5    49 ms    49 ms    49 ms  xe-9-3-0.bragg001.loh.as13285.net [80.40.155.17]

  6    50 ms    50 ms    50 ms  xe-7-0-0.scr001.log.as13285.net [80.40.155.56]
  7    50 ms    50 ms    50 ms  host-78-144-0-99.as13285.net [78.144.0.99]
  8    51 ms    51 ms    51 ms  LNDGW2.arcor-ip.net [195.66.224.124]
  9    51 ms    51 ms    51 ms  85.205.116.2
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.

I have tried resetting via the reset button and power off etc

please advise on what can be done to resolve this

Thanks.

[Retired-Rodney]

Hi @rwatkins24,

We've sent the latest software to your device and this could take anything between  6 - 24 hours.

If the issue persists, get in touch with our tech team via calling 191 from your handset.

Thanks,

Rodney 

[rwatkins24]

Hi Rodney were still having intermittent problems. Was the sure signal device connecting properly at your end When I sent you the last information can you confirm it was behaving correctly as we need to establish if it's a hardware problem and if I meed to get the device replaced. is the software upgrade you installed supposed to improve the performance and connection

[Gemma]

Hi @rwatkins24

Your Sure Signal last made contact with the network at 6.43pm yesterday.

Please test a different Ethernet cable and try your Sure Signal at a different location.

You could also test running a trace route at the times when it’s not working, so we can check if there’s a pattern at certain times of the day.

Thanks,

Gemma

[rwatkins24]

Hi Gemma,

I've tried all that ... does it sound like the Sure signal is faulty to you an dI need to get a new one sent out to me.

[Retired-Laura]

Hi @rwatkins24

So we can help further with this and speak to our dedicated team.

Get in touch with Live help.

Thanks,

Laura