Sure Signal drops out frequently and has to be unplugged before it will work again

[nbr_uk]

Hi, 

My Sure Signal drops out frequently and has to be unplugged before it will work again. It last between 20 minutes and 3 days but on average is probably around 5 hours. Sometimes it will drop during a call.

I've given the device a DHCP reservation and placed in DMZ so firewall is not an issue - please would you look into this? Serial number is 40123643617, IP is 86.2.81.159 (Virgin Media - rarely changes) let me know if you need any other information.

EDIT - when the unit disconnects I usually have 1 steady orange light, or the red light blinking slowly.

Regards, nbr_uk

[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

[nbr_uk]

Hi, please see below:

Speedtest results Download 62.22 Mb/s Upload 2.95 Mb/s:

http://www.speedtest.net/my-result/3199115358

Pingtest 40ms:

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/91173192.png[/IMG][/URL]

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

 1  dd-wrt (192.168.1.1)  3.249 ms  3.275 ms  1.486 ms

 2  10.41.24.1 (10.41.24.1)  677.269 ms  789.501 ms  876.579 ms

 3  hudd-core-1a-ae1-675.network.virginmedia.net (80.7.154.101)  426.634 ms  380.150 ms  422.295 ms

 4  hudd-core-2a-ae2-0.network.virginmedia.net (212.43.162.118)  438.295 ms  269.781 ms  8.445 ms

 5  manc-bb-1d-ae16-0.network.virginmedia.net (62.253.175.154)  14.352 ms  12.308 ms  10.534 ms

 6  brhm-bb-1c-et-710-0.network.virginmedia.net (62.253.175.201)  10.287 ms  10.730 ms

    brhm-bb-1c-ae9-0.network.virginmedia.net (62.253.174.129)  11.009 ms

 7  tcl5-ic-2-ae0-0.network.virginmedia.net (212.250.15.210)  20.088 ms  15.746 ms *

 8  lndgw2.arcor-ip.net (195.66.224.124)  340.092 ms  312.690 ms  297.226 ms

 9  85.205.116.6 (85.205.116.6)  355.885 ms  267.137 ms  328.414 ms

10  * * *

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Serial number is 40123643617, IP is 86.2.81.159.

Thanks, nbr_uk

[Retired-James]

Hi nbr_uk,

As you’re a Virgin media customer, can you log into your router admin panel and make sure that you have IPsec Passthrough selected?

This has been a common cause of this issue in the past.

James

[nbr_uk]

Hi James,

The virgin router is in modem mode as i use another router. I have set a DHCP reservation and put the VSS in DMZ so firewalls should not come into play.

The VSS does connect and work, however it frequently drops out and has to be unplugged and plugged back in then left for a while to reconnect. The issue doesn't seem to be connectivity - more reliability.

[Retired-James]

Hi nbr_uk,

To be honest, we need to try and work out if it is a Sure Signal or internet connection issue.

The easiest way to do this would be to test it on a different internet connection at a neighbour’s or friend’s house.

If this still drops out then it would point towards the Sure Signal, although it would also be worth trying a different Ethernet cable.

James

[nbr_uk]

Hi James,

I don't know when I'll get chance to try this - as unplugging and plugging back in seems to resolve the issue for a few hours it would take quite a while to test.

In the meantime could you resync the VSS please? I notice that has resolved a similar issue for others who have posted here.

Thanks, nbr_uk.

[Retired-James]

Hi nbr_uk,

Please keep us updated with how you get on with the tests.

In the meantime, I’ve re-synced the Sure Signal for you as requested.

James