Sure Signal Phone light not coming on

[clivos79]

Hi. Our SKY router managed to reset itself a few days ago and ever since then the Sure Signal won't pick up any phones. I've hard reset it, left it for 24 hours, hard reset again and still nothing. In fact all the lights are on (its an original VSS) apart from the third one down. I have also tried deregistering the device and registering as well as de and reregistering all the devices linked to it.

Please can someone advise - this is the trace I pulled off it this evening

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\clive>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 myrouter.home [192.168.0.1]
2 25 ms 23 ms 23 ms 02deee3e.bb.sky.com [2.222.238.62]
3 * * * Request timed out.
4 37 ms 38 ms 31 ms 0278093c.bb.sky.com [2.120.9.60]
5 34 ms 31 ms 31 ms 89.200.131.177
6 31 ms 31 ms 30 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
7 40 ms 46 ms 47 ms AMDGW1.arcor-ip.net [195.69.145.123]
8 49 ms 46 ms 47 ms 92.79.213.137
9 80 ms 62 ms 124 ms 85.205.116.2
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.

C:\Users\clive>

[Retired-Andy]

Hi clivos79,

Thanks for posting.

Are you able to move the Sure Signal away from the router, preferably to the full length of the connecting Ethernet cable to see if this helps?

I’ve done the resync for you now.

Let me know how you go on.

Thanks,

Andrew

[clivos79]

Will distance make a difference because it's always been about a foot away from the router and only in the last few months has the problem happened. 

It's sorted (again) now but it's never got fudged after power cuts before....

Thanks again.

[Ben_H]

Hi folks,

___Kate___ - If your service is back it could have just been a delayed software download causing a hiccup. If it happens again in the near future be sure to get us the information so we can check on it all for you.

clivos79 - Like many other wireless devices, we recommend that you have at least a metre between your router and Sure Signal to prevent issues.

Cheers, Ben

[clivos79]

Hi guys

Please can you reset my sure signal....again....

Thanks - it's the details right at the beginning of this Subject thread!

Clive

[Retired-Dave]

Hi clivos79,

I've done the resync, so you'll need to reset the box again.

If that doesn't help, can you run the traceroute, IP and speed checks and post the details so we can see if anything has changed?

Also, confirm the exact light sequence you're seeing.

Dave

[clivos79]

Hi

Reset and still nothing.

The trace results are

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\clive>tracert212.183.133.177
'tracert212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\clive>tracert

Usage: tracert [-d] [-h maximum_hops] [-j host-list] [-w timeout]
[-R] [-S srcaddr] [-4] [-6] target_name

Options:
-d Do not resolve addresses to hostnames.
-h maximum_hops Maximum number of hops to search for target.
-j host-list Loose source route along host-list (IPv4-only).
-w timeout Wait timeout milliseconds for each reply.
-R Trace round-trip path (IPv6-only).
-S srcaddr Source address to use (IPv6-only).
-4 Force using IPv4.
-6 Force using IPv6.

C:\Users\clive>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 myrouter.home [192.168.0.1]
2 * * * Request timed out.
3 28 ms 31 ms 32 ms 0278093a.bb.sky.com [2.120.9.58]
4 30 ms 32 ms 30 ms te0-6-0-7.er10.thlon.ov.easynet.net [89.200.134.
221]
5 28 ms 29 ms 29 ms 195.50.122.113
6 49 ms 46 ms 47 ms 195.50.122.66
7 41 ms 40 ms 41 ms 85.205.116.2
8 * * * Request timed out.
9 * * * Request timed out.
10 * clive-laptop.home [192.168.0.3] reports: Destination host unreach
able.

Trace complete.

C:\Users\clive>

The only light not illuminated is the phone light. The other three are constant.

Regards

Clive

[housden69]

I got troubles, bought Sure Signal a week ago.  Have had connection difficulties since. Red power light on permanently,  first light to right of power flashing slowly.  

[Retired-Andy]

Hi Clive,

Thanks for the information.

I’ve passed this to the support team to be looked into. As soon as I hear anything, I’ll post back to you.

Hi housden69,

The light s that you’re seeing show that the Sure Signal is being configured but it shouldn’t take that long to complete.

So that we can look into this, you provide the following information please:-

Your Sure Signal serial number.

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

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.

Thanks

Andrew

[housden69]

Andrew

Serial: 40132206489

Speed: Down: 4.61mbps Up: 0.33mbps

Ping: 39ms

My IP: 86.178.34.160

Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\jhousden>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 BThomehub.home [192.168.1.254]
2 25 ms 25 ms 24 ms 217.32.146.64
3 24 ms 25 ms 24 ms 217.32.146.110
4 27 ms 27 ms 25 ms 217.32.147.194
5 26 ms 25 ms 25 ms 217.41.168.69
6 26 ms 26 ms 26 ms 217.41.168.107
7 25 ms 26 ms 25 ms acc1-10gige-0-2-0-4.l-far.21cn-ipp.bt.net [109.1
59.249.97]
8 33 ms 30 ms 31 ms core2-te0-15-0-14.faraday.ukcore.bt.net [109.159
.249.17]
9 25 ms 26 ms 25 ms peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
10 27 ms 29 ms 28 ms lndgw2.arcor-ip.net [195.66.224.124]
11 27 ms 27 ms 27 ms 85.205.116.14
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.

[Retired-Dave]

Hi Housden69,

That all looks fine, although the upload speed is only just over the minimum limit. If you have too many devices using the connection it may use up the bandwidth and cause the Sure Signal to time out.

I've done a resync at this end. Give the Sure Signal a reset and let us know if that sorts things:

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

Dave