cancel
Showing results for 
Search instead for 
Did you mean: 
1

Ask

2

Reply

3

Solution

Sure Signal losing connection

JohnDoody
2: Seeker
2: Seeker

HI, I have recently purchased the latest Sure Signal, however it keeps losing it's connection after 2-3 days, I then have to reset it. It takes a long time to reestablish a connection but when it finally does, again it loses connection after 2-3 days. Could you please advise. Many thanks

 

7 REPLIES 7

Retired-Kay
Moderator (Retired)
Moderator (Retired)

Hi JohnDoody,

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

Kay

JohnDoody
2: Seeker
2: Seeker

Hi , here is the information as requested

 

Speed Test 8 Mb/s

 

Ping Test - Grade B

 

IP Address 2.218.123.36 

 

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\Derek>tracert 212.183.133.177

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

1 77 ms 36 ms 5 ms 192.168.1.1
2 * * * Request timed out.
3 * 92 ms 106 ms ip-89-200-132-230.ov.easynet.net [89.200.132.230
]
4 60 ms 77 ms 67 ms te0-6-0-5.er10.thlon.ov.easynet.net [89.200.134.
219]
5 * * * Request timed out.
6 * * 122 ms 195.50.122.66
7 * * 72 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\Derek>

 

Sure Signal Serial No.40131982072

Hi JohnDoody,

 

Issues such as these can sometimes be difficult to isolate where the problem lies.

 

It could be the internet provider closing the VPN connection that the Sure Signal uses or it could be the unit over heating.

 

Can you confirm who your internet provider is?

 

Do you notice a drop in internet speeds when the connection drops?

 

Does the light sequence change when this happens?

 

James

Hi, my ISP is SKY, there is no drop in internet speed when I lose the connection, I get a flashing red power light when I lose the connectivity.

 

Thanks for your help

Hi JohnDoody,

 

If the only light on is the flashing red power light, this means there's an issue with the Sure Signal box itself.

 

Can you try switching the Sure Signal off for a while, then restarting it to see if this caus4s it. Whilst it's not showing as overheating - that would be all lights flashing - it may be contributing so allowing it to cool down and moving it to a well-ventilated location may clear this.

 

Dave

Hi, sorry I should have mentioned, the internet light remains lit (the one next to the power) when the power light starts flashing

.....and also the in service light remains solid. This is from memory, I'll reply again when the problem happens again, with the exact sequence. Thanks