SS v1 stopped working a week ago

[hurstj5]

 After several years of working fine my SS v1 has now stopped working. Currently have lights 1 and 2 steady and 4 flashing. Have tried every reset I’ve seen mentioned. Got through to tech team who sent me some information on port forwarding to give to my broadband provider (TalkTalk) – but they won’t help as they don’t support SS. No idea what threads on port forwarding are talking about. I really need the signal as live in the countryside and it’s the only way to be able to make calls.

Here’s the info.

Ping   62 ms

download speed   1.42 Mbps

upload speed  0.60 Mbps

External IP address  89.243.75.150

Traceroute

traceroute to 212.183.133.181 (212.183.133.181), 64 hops max, 52 byte packets

1  bthomehub (192.168.1.254)  62.646 ms  94.762 ms 99.958 ms

2  host-89-243-64-1.as13285.net (89.243.64.1) 26.088 ms  27.042 ms  26.517 ms

3  host-78-151-238-145.as13285.net (78.151.238.145) 29.082 ms  28.461 ms  29.282 ms

4  host-78-151-238-136.as13285.net (78.151.238.136) 29.352 ms

   host-78-151-238-140.as13285.net (78.151.238.140)  30.087 ms

   host-78-151-238-164.as13285.net (78.151.238.164)  30.157 ms

5  host-78-144-12-51.as13285.net (78.144.12.51) 37.994 ms

   host-78-144-12-45.as13285.net (78.144.12.45)  37.565 ms

   host-78-144-12-41.as13285.net (78.144.12.41) 43.449 ms

6  host-78-144-10-42.as13285.net (78.144.10.42) 35.309 ms

   lndgw2.arcor-ip.net (195.66.224.124) 37.433 ms

   host-78-144-12-17.as13285.net (78.144.12.17)  31.296 ms

7  85.205.0.86 (85.205.0.86)  35.240 ms

   lndgw2.arcor-ip.net (195.66.224.124) 39.686 ms

   85.205.0.86 (85.205.0.86) 35.999 ms

8  85.205.0.86 (85.205.0.86)  40.540 ms *  41.112 ms

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SS serial number is 21197082270

I’d appreciate some help with this please.

[Ben_H]

Hi hurstj5,

Thanks for posting your results. Unfortunately, your speeds are below the required 4.13Mbps that we recommend for Sure Signal to work effectively. 

If your speeds have dropped recently, I'd speak to your ISP about your options. Everything else looks OK and your unit contacted our servers around 3am this morning, so I can't see it being a port issue.

Cheers,

Ben

[hurstj5]

Hi Ben,

Thanks for the reply. I'm a bit confused tho. We weren't told this when we bought the SS nor did the Tech Team rep who sent me the port info say anyhting. In fact she said speeds were fine. We have not changed ISP or package so things are as they have always been. Except for the SS. We have no mobile signal to speak of. Our contract is up at the end of the month so I think it's just easiest to go to another proivder which is a shame as I've been with Vodafone a while. Why has it workede the last few years and not now?

Just re did the test and got ping 64 ms, downlaod, 1.91 and upload 0.34. I live in the country and there's not a lot I can do. 

Regards

Julie 

[Retired-Sarah]

Hi hurstj5,

We’re sorry you weren’t advised on this.

You can find the full requirement information for a Sure Signal here.

As Ben advised, it’s below the required speeds.

Thanks,

Sarah

[hurstj5]

Hi there.

Have the requirements changed as it's been fine for several years and only now a problem. Does the speed need to be higher now than previously?

Thanks

Julie 

[hurstj5]

If it's a speed issue - why has it worked for 3 years. Ther has been no change according to my ISP. So why has this suddenly happened?

[Retired-Sarah]

Hi hurstj5,

If you’ve got one number only connecting to the Sure Signal, trying to make and receive calls, the minimum will be 1mps download and 0.3mps upload.

However, if you’ve got multiple numbers accessing your Sure Signal and all are trying to make and receive calls, this’ll need to be higher for the Sure Signal to work.

Thanks,

Sarah

[hurstj5]

Thanks again for replying. There are 2 numbers and there always have been hence my confusion about why it has suddenly become a problem. Could it be that the SS is no longer working and needs replacing?