Ss won't connect

[kareng1971]

Hi, been a while since I've been in contact. Basically ss hasn't connected to Internet for over a month now! So it looks like I'm paying £37 a month for an iPod as the phone itself doesn't work at home! You have checked all the trace routes etc and re-synced ss for me. What next. This is beyond frustrating.

[Retired-Dave]

Hi kareng1971,

I've checked your posts and I can't see that you've posted the results of a traceroute previously. 

I can see Sukhi's resynched your Sure Signal serial number 40132726379 previously, so posting this will help shed some more light on the issue.

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 and press Enter.

On a Mac

- Open Terminal (Applications, Utilities).

- Type traceroute 212.183.133.177 and press Enter.

The following information may also help sort things:

 - Does it help if you plug the ethernet cable (the one linking the router and Sure Signal) into a different socket on the router?

 - Are the ethernet lights on the Sure Signal (where the cable plugs into it) lit, flashing or off?

 - What is your external IP address? You can get this by clicking here.

Dave

[kareng1971]

Thanks for getting back to me.

I've plugged the ss into a different port on the router.
The lights near the Ethernet port on the ss are: green light solid, amber flashes twice followed by solid light.
IP address: 217.36.229.174


traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.2.1 (192.168.2.1) 3.836 ms 1.430 ms 1.013 ms
2 host81-148-64-1.in-addr.btopenworld.com (81.148.64.1) 29.337 ms 29.992 ms 31.032 ms
3 * 213.120.178.141 (213.120.178.141) 32.718 ms 29.760 ms
4 213.120.177.98 (213.120.177.98) 29.926 ms 294.945 ms 305.789 ms
5 * * 217.41.168.181 (217.41.168.181) 341.719 ms
6 217.41.168.107 (217.41.168.107) 409.047 ms 293.470 ms 319.844 ms
7 109.159.249.108 (109.159.249.108) 30.720 ms
acc1-10gige-0-1-0-7.l-far.21cn-ipp.bt.net (109.159.249.118) 31.511 ms
acc2-10gige-0-0-0-0.l-far.21cn-ipp.bt.net (109.159.249.120) 30.879 ms
8 core1-te0-0-0-7.faraday.ukcore.bt.net (109.159.249.5) 35.859 ms
core1-te0-0-0-6.faraday.ukcore.bt.net (109.159.249.1) 31.038 ms
core2-te0-0-0-5.faraday.ukcore.bt.net (109.159.249.47) 32.512 ms
9 peer1-xe8-2-1.telehouse.ukcore.bt.net (213.121.193.137) 30.070 ms
peer1-xe8-3-0.telehouse.ukcore.bt.net (213.121.193.97) 31.144 ms 30.475 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 34.943 ms 34.655 ms 31.742 ms
11 85.205.116.10 (85.205.116.10) 32.581 ms 31.868 ms 31.980 ms
12 *

Hope this helps

K

[Gemma]

Hi kareng1971,

Thanks for testing this.

From the traceroute you’ve posted, points 4-6 show us that these issues are due to the quality of the internet connection.

We require a ping rate of less than 200ms and as you will see, these are much higher.

You’ll need to contact your internet service provider to see if there’s anything that can be done regarding the quality of the connection.

Thanks, 

Gemma