Sure Signal 1 - lights one and two on, lights 3 and 4 off

[speckledjim36]

Hi,

Haven't been able to get mobile signal at all via my sure signal - lights one and two are on but that's it.

download speed = 3.54mbps

upload speed = 0.37 mbps

ping = 41ms, jitter = 3ms, packet loss = 0%

IP = 5.81.185.87

serial number = 21228582959

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 3 ms 4 ms 3 ms api.home [192.168.1.254]
2 31 ms 29 ms 30 ms 217.47.14.122
3 31 ms 37 ms 30 ms 217.47.14.161
4 30 ms 29 ms 30 ms 213.1.69.202
5 30 ms 30 ms 41 ms 217.41.169.75
6 29 ms 30 ms 30 ms 217.41.169.107
7 47 ms 31 ms 51 ms acc1-xe-5-1-3.sf.21cn-ipp.bt.net [109.159.251.11
7]
8 332 ms 534 ms 144 ms core1-te0-0-0-7.ealing.ukcore.bt.net [109.159.25
1.33]
9 132 ms 157 ms 67 ms peer1-xe3-3-0.telehouse.ukcore.bt.net [109.159.2
54.207]
10 39 ms 41 ms 74 ms lndgw2.arcor-ip.net [195.66.224.124]
11 38 ms 36 ms 37 ms 85.205.116.10
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.

[speckledjim36]

can anyone help please?

[Retired-Andy]

Hi speckledjim36,

Your ping test is fine and your IP address is on our whitelist, so no problems there either

Your upload speed is very close to the minimum needed by the Sure Signal to keep a stable connection to our servers.

Do you have any other devices using your connection at the same time as the Sure Signal?

If you do, can you disconnect them and see if this improves things for you?

On your traceroute, hop 8 may be pointing to a potential issue.

To keep the connection open to our network, the overall average ping per hop must be less than 200ms.

The average for hop 8 is over 330ms and this will cause the connection to drop.

I’d suggest checking with your ISP to see if they’re currently performing any maintenance which may be affecting you.

Let me know how you go on.

Thanks,

Andrew

[speckledjim36]

Definitely no maintenance at ISP as this is a problem i have had for weeks (possibly months)...

I've run the traceroute again...

1 9 ms 29 ms 2 ms api.home [192.168.1.254]
2 29 ms 29 ms 29 ms 217.47.14.122
3 30 ms 29 ms 28 ms 217.47.14.145
4 30 ms 30 ms 31 ms 213.1.69.114
5 29 ms 29 ms 29 ms 217.41.169.59
6 29 ms 29 ms 29 ms 217.41.169.107
7 28 ms 33 ms 29 ms acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.2
51.99]
8 37 ms 37 ms 37 ms acc2-10GigE-0-2-3.sf.21cn-ipp.bt.net [109.159.25
1.171]
9 42 ms 39 ms 39 ms peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2
54.98]
10 41 ms 41 ms 38 ms lndgw2.arcor-ip.net [195.66.224.124]
11 40 ms 38 ms 38 ms 85.205.116.2
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * 192.168.1.130 reports: Destination host unreachable.

Trace complete.

Even when upload speed is better i still only get the two lights

[speckledjim36]

so, is there anything else that can be done???

[Retired-Lee]

Hi speckledjim36,

Thanks for posting.

Please try another ethernet cable if possible.

If that doesn't make any difference, try the VSS on another connection such as a friend, relative or neighbour's house.

Cheers,

LeeH

[speckledjim36]

I've tried another ethernet cable - makes no difference. Also tried it at a neighbours and again no difference...

[speckledjim36]

Anything else you want me to do? I've done all i can and yet you still can't sort it out for me.....my contract comes to an end next month so it looks like i have no option but to move

[Retired-Lee]

Hi there speckledjim36,

The next option is to have the VSS repaired or replaced.

Please click here for your next steps.

Cheers,

LeeH