Sure Signal V2- Not allowing incoming calls

[matty316]

Hi there, my sure signal has suddenly stopped incoming calls, i've tried resetting it a couple of times and also had the tech team reset it, also tried de registering and re registering it. The only way i can receive calls is if i switch the sure signal off.

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[matty316]

Yeah i've tried the troubleshooting but its still not letting any incoming calls even though it shows that i have a 3G signal.

Speed Test Results:
 Download: 56.61mbps

 Upload: 2.999mbps

Ping Test:

Packet Loss: 0

Ping: 18ms

Jitter: 4ms

I.P Address: 82.22.235.228

Sure Signal Serial No. 40122437110

[Sukhi]

Hi matty316

Thanks for coming back to us. Your IP address is on our whitelist. Your speed test and ping test seem fine.

Can you follow the steps Matt provided above and post your full Traceroute so that we can help further?

Thanks

Sukhi

[matty316]

Traceroute Results:

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

C:\Users\user>tracert 212.183.133.177

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

  1    72 ms   196 ms    44 ms  cpc19-grim14-2-0-gw.12-3.cable.virginm.net [82.22.235.1]
  2    11 ms    18 ms    10 ms  nott-core-2b-ae7-1839.network.virginmedia.net [80.1.78.53]
  3    15 ms    14 ms    15 ms  nrth-bb-1c-ae13-0.network.virginmedia.net [62.253.174.65]
  4    15 ms    14 ms    14 ms  nrth-bb-1b-ae11-0.network.virginmedia.net [62.253.174.109]
  5    14 ms    14 ms    15 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
  6    20 ms    19 ms    18 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    15 ms    15 ms    18 ms  85.205.116.6
  8     *        *        *     Request timed out.
  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\user>

[matty316]

Any ideas??

[Retired-Dave]

Hi matty316,

I'll be honest, that first hop spikes dangerously close to the 200ms timeout.

My suspicion is that it may be spiking too high to function properly. I've given the Sure Signal a fresh resync, so can you try resetting it for me?

• Remove the Ethernet cable from the Sure Signal.
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in.
• The Sure Signal will come online in around 1 hour.

If that doesn't help, I'd contact your Internet Service provider (ISP) to ask them to see if they can find the reason for that first hop being so high.

Dave