New sure signal not working

[kirstyferg]

We have received two sure signals for our business which are not working. Both have been registered and our network engineer has made the required changes for these to connect however the lights on the devices are the red light on the left hand side, and two orange lights (the signal and the phone icon). This is a v3.

[Phil]

Hi @kirstyferg 

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

Phil

[kirstyferg]

I have posted in the relevant topic on Friday with no response. Can you advise me if I have alternative methods of support being a business customer??

[Sukhi]

Hi @kirstyferg

We need you to post the details requested above to help further.

Alternatively as a business customer you can contact your Account Manager on 191.

Thanks,

Sukhi

[kirstyferg]

My results:

Speed test results:

Download - 40.52Mbps

Upload - 43.34Mbps

Ping test results:

Packet loss: 0%

Ping: 28ms

Jitter: 8ms

External IP:

178.239.96.34

Sure Signal Serial:

42151158567

Tracert results:

C:\Users\kc10>tracert 212.183.133.177

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  10.142.101.10
  2    18 ms    18 ms    18 ms  178.239.96.33
  3    18 ms    18 ms    18 ms  xe1-5.core02.thd.uk.as8586.net [212.58.37.119]
  4    19 ms    18 ms    18 ms  ge-0-0-7-scr010.thn.as13285.net [78.144.3.22]
  5    25 ms    19 ms    18 ms  host-78-144-12-212.as13285.net [78.144.12.212]
  6    39 ms    39 ms    37 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    36 ms    36 ms    36 ms  85.205.0.86
  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.

[Amanda]

Hello @kirstyferg

We've answered your other post about this here. 

Thanks, 

Amanda