Sudden dip in Sure Signal performance.........

[stewartg74]

I notice that 2 months ago that, after having a continued "Full" network service of all five bars of reception, that suddenly the signal indoors has dropped to just a max of 2 bars....

I have tried all reset methods including disconecting power and netword leads, and leaving over night, and tried 2 different phones, and still the same results....

Obviously 2 bars is still enough to make and recieve calls, but in the last few days, I have had periods of "No Service" this is not really ideal, and to understand why suddenly after 2 years of 100% network, I have just 20% at best... without any significant changes to network infrustructure.

Any Ideas.....?

[Retired-James]

Hi stewartg74,

Can you let me know your Sure Signal serial number so we can check the registrations for you?

Also, have you notice any changes in your internet speed recently or the Sure Signal getting hotter than normal?

James

[stewartg74]

Hi,

the serial number is:

40114218254

and funny enough you should mention - Sure Signal getting hotter than normal? it is really rather hot... in terms of internet speeds these are pretty good and I have not seen any drop or had any performance issues with it...

thanks

Stewart 🙂

[Retired-Kay]

Hi stewartg74, 

Are you able to move the location of the Sure Signal at all? 

The last time it connected to our servers was the 8th September so I've done a resync for you. You will need to do a reset to complete this process;

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

Let us know how you get on, 

Kay

[stewartg74]

Thanks for that, that date ties in with about when I first noticed an issue...

One I get back home I'll give this a try and post up the results...

Thanks

[stewartg74]

I got back into the Uk and tried the reset, along with also trying de-register the sure signal and re-register, but I am still at very weak signal, and can only assume that the unit is not boosting signal, as it has done so well for the best part of 2 years...

I tried moving the location of the sure signal to see if that aided any improvement, but all to no avail....

I have however notice that this issue has been widespread among iOS7 users - I have not noticed a solution to this... is this also where my issue could be....?

[Retired-James]

Hi stewartg74,

I can see that it’s not connected to the server since you have registered it again.

Can you confirm exactly what light sequence you are currently seeing?

Are you able to move the Sure Signal slightly to make sure it’s well ventilated?

Can you also do the following tests?

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

VSS Traceroute command

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

James

[stewartg74]

Hi Thanks for your reply

I have not had sure signal since start of september and have tried relocation on the sure signal as this was already suggested - this made no difference...

in reply to your reply:

Your speed test results from here.

Ping = 45ms

Download = 38.50

Upload = 6.84

Your ping test results from here.

Ping = 502ms

Jitter = 3ms

Your external IP address from here.

IP Address = 87.114.23.155

IPV6 = ::ffff:5772:179b

also with regards the reset and light sequence... after a reset the the power light comes on in solid state, the other 2 flash for a while then remain off - and this is as good as it gets, and this has ben the case since august....

Thanks

Stewart }:-)

[stewartg74]

Since end of august - 40% of the time I have been at home, you will notice from the attachment the high level of network I am getting..... to say this is not good would be an understatement..... I run a Ltd company, am a business user and I get this..... Sure signal was meant to avoid this happening.....

[Retired-James]

Hi stewart,

Thanks for getting back to me.

Everything looks fine with the IP address and the speeds/pings that you’ve supplied, but it still hasn’t connected to our server since 8 September.

This could be down to a faulty Sure Signal or something that has been updated behind the scenes on your internet connection.

Can you perform the tracroute from my last post, so we can see if the request makes it to our server?

On other thing to check is to make sure you have the following ports opened.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:

Port 53 – TCP/IP – (Virgin Media customers)

Port 67 – UDP - (Virgin Media customers)

Port 68 – UDP - (Virgin Media customers)

Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 - TCP/UDP - (BT customers only)

Port 33434 – UDP - (Virgin Media customers)

Port 33445 – UDP - (Virgin Media customers)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

James