Sure Signal and Virgn Superhub

[NicHeath]

Hi

I have read through as many related posts and suggestions as possible with regards to the Virgin Superhub and Sure signal issues and nothing has resolved my issue.

I have extremely poor audio both ways, and it is making the sure signal redundant. I have 5 bars on my iphone 5 and 50mb+ download / 2mb upload speeds.

The sure signal used to work ok, but never great, now its absolutely useless.

As I work from home I will be looking to switch away from Vodafone very soon if this cannot be resolved.

Serial number : 40120930157

Many Thanks for any help

[Sukhi]

Hi NicHeath,

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

Sukhi

[NicHeath]

http://www.speedtest.net/my-result/3554288180

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/99470941.png[/IMG][/URL] 

86.6.159.91

traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  10.27.136.1 (10.27.136.1)  22.142 ms  19.786 ms  17.334 ms

 2  cmbg-core-1b-ae2-634.network.virginmedia.net (80.1.203.125)  23.147 ms  18.620 ms  17.956 ms

 3  cmbg-core-1a-ge-100-0.network.virginmedia.net (80.1.201.1)  19.262 ms  84.490 ms  25.057 ms

 4  popl-bb-1b-ae16-0.network.virginmedia.net (212.43.163.141)  22.502 ms  23.266 ms  21.968 ms

 5  popl-bb-2a-ae2-0.network.virginmedia.net (62.254.42.89)  24.019 ms  29.084 ms  23.644 ms

 6  popl-bb-1c-ae0-0.network.virginmedia.net (62.254.42.94)  21.326 ms  21.755 ms  21.595 ms

 7  xe-1-0-0-xcr1.lsw.cw.net (166.63.211.129)  39.661 ms  29.359 ms  27.956 ms

 8  ae12-xcr1.lns.cw.net (195.2.28.26)  27.643 ms  29.140 ms  27.122 ms

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[NicHeath]

Not sure if the ping link worked, if not this one should

http://www.pingtest.net/result/99470941.png

[DaveCD]

Hi NicHeath,

All the information you've provided looks fine.

Please advise me of the lights you're seeing on the Sure Signal.

I've resynched the Sure Signal to clear any faults that may be in the background.

DaveCD

[NicHeath]

Hi

The power light is on and so is the "in service" light. 

I have tested after your resync, and its still unusable.

[Retired-Andy]

Hi NicHeath,

I’ve checked your serial number and can see that a location change has been detected.

This can be caused by changes made by your ISP (Internet Service Provider), or by a firmware update to your router.

I’ve updated the system to remove the message.

Check to make sure the following ports are open/forwarded on your Superhub:

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

If they’re ok, factory reset the unit:

• Find the button on the base of the unit 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 one hour

Thanks,

Andy