Sure Signal Stopped Working

[itsahabit]

My Sure Signal has been very temperamental since I first got it back in June. It now appears to have lost sync again and cannot connect. Please can you reset it? The serial number is 40131977791.

I am not very impressed with this device. When it does connect to the internet it rarely maintains that connection for long. And before you suggest it, no it isn't my internet connection as every other device is working perfectly. My phone rarely gets a connection to it when it is up and running and when it does the Sure Signal drops connection when I try to make a call. Very frustrating when I have spent so much on the device. I have a similar device from 3 which was free of charge and works perfectly.

[Retired-Andy]

Hi itsahabit,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
Your Sure Signal serial number:

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.

This will help us get the quickest possible resolution for you.

Thanks

Andrew

[itsahabit]

I have already tried the troubleshooting steps several times. Here are the details requested:

speed test results: Down 125.78Mbps Up 11.68Mbps
ping test results: 8ms
external IP address: 86.28.231.36
Sure Signal serial number: 40131977791

The results of a traceroute:

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

C:\Users\IBM_ADMIN>tracert 212.183.133.177

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

  1    27 ms     9 ms     9 ms  10.147.224.1
  2    13 ms     9 ms     9 ms  leed-core-2a-ae3-688.network.virginmedia.net [80
.0.241.81]
  3    11 ms    10 ms     9 ms  leed-bb-1c-ae14-0.network.virginmedia.net [213.1
05.159.249]
  4    12 ms    12 ms    12 ms  leed-bb-1b-ae10-0.network.virginmedia.net [62.25
3.174.25]
  5    15 ms    15 ms    47 ms  nrth-bb-1b-et-710-0.network.virginmedia.net [62.
253.175.50]
  6    17 ms    17 ms    16 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  7    36 ms    35 ms    35 ms  ldngw1.arcor-ip.net [195.66.224.209]
  8    39 ms    32 ms    33 ms  85.205.116.6
  9     *        *        *     Request timed out.
 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\IBM_ADMIN>

[Retired-Lee]

Hi there itsahabit,

Thanks for posting.

Everything looks great at our end.

The last connection to our servers was on 28 September. I've forced a resync from our end.

Please factory reset the VSS and let me know how you get on.

Cheers,

LeeH