Sure Signal not transmitting a 3G signal

[Petervdb]

Hi 

I need some help with my Sure Signal.  It is about a month since we got it and it has been working well up to last night.  Last night I noticed none of our phones had signal.  I forced them onto 3G and still nothing, even though that usually worked in the past.  

I reset the phones.  Not working.

I reset the Sure signal.  No change.  In fact I have no confidence that the reset actually did anything.  The instructions elsewhere on this forum state press reset for 5 seconds and then a reset will occur and could take from 20 mins to 6 hours.  Each time it is less than 5 mins - looks more like an off/on activity rather than a reset.  Anyway - still no joy.

I work for home and the coverage at home is really bad to useless, so I cannot phone 191 to have it resolved.  

What else can I do?

regards

Peter

[Retired-Charles]

@Petervdb - 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:

1. Click on Start and select Run
   
   
2. Type CMD into the Run box and press enter/click ok
   
   
3. A black box will appear.
   
   
4. In this box type tracert 212.183.133.177 press Enter
   
   
5. Paste the output of this command into your reply.

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

[Petervdb]

Ok answers as follows:

Speed test:  Ping 29ms, Download 73.41 Mbps, Upload 16.84 Mbps

Ping test: 34ms to Utrecht.  Jitter 6ms

External IP address: 86.132.63.207

Traceroute results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 10.0.1.1 (10.0.1.1) 0.741 ms 1.486 ms 1.219 ms
2 * * *
3 * * 31.55.187.181 (31.55.187.181) 11.790 ms
4 31.55.187.180 (31.55.187.180) 10.996 ms 11.276 ms 11.702 ms
5 core1-hu0-8-0-1.southbank.ukcore.bt.net (195.99.127.176) 11.794 ms
core2-hu0-9-0-0.southbank.ukcore.bt.net (195.99.127.172) 11.235 ms
core1-hu0-0-0-1.southbank.ukcore.bt.net (195.99.127.160) 11.129 ms
6 peer1-et-10-1-0.telehouse.ukcore.bt.net (195.99.127.3) 12.337 ms
peer1-et-2-1-0.telehouse.ukcore.bt.net (62.172.103.25) 12.696 ms
peer1-et-10-1-0.telehouse.ukcore.bt.net (195.99.127.3) 12.703 ms
7 lndgw2.arcor-ip.net (195.66.224.124) 13.785 ms 15.320 ms 16.836 ms
8 85.205.0.86 (85.205.0.86) 14.462 ms 13.587 ms 14.500 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
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24 * * *
25 * * *
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27 * * *
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29 * * *
30 * * *
31 * * *
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33 * * *
34 * * *
35 * * *
36 * * *
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38 * * *
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40 * * *
41 * * *
42 * * *
43 * * *
44 * * *
45 * * *
46 * * *
47 * * *
48 * * *
49 * * *
50 * * *
51 * * *
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55 * * *
56 * * *
57 * * *
58 * * *
59 * * *
60 * * *
61 * * *
62 * * *
63 * * *
64 * * *

Sure Signal Serial Number:  42152645885

[Retired-Charles]

@Petervdb - Your results look fine, the last time we had contact was last night at 9.09pm. I've resynched your Sure Signal so please leave it connected for 24 hours.

[Petervdb]

Hi

Thanks but what is the context of we last had contact last night?  What is the expected "last time we had contact"?

regards

[Retired-Charles]

@Petervdb - The time I gave you was the last contact your Sure Signal reached our servers. Leave it connected following the resync for 24 hours.

[Petervdb]

Hi

So we have passed the 24 hour mark and I still have no 3G in the house.  Sure Signal shows solid red,  and the next 2 lights are white.  

Now what?

regards

Peter

[Retired-Charles]

@Petervdb - Your Sure Signal's last contact was last night at 6.18pm, is everything working as it should now?

[bruceread]

Hi,

I am having exactly the same issue. I actually have 2 sure signals - a v2 and v3. The v.2 is fine but the v.3 shows all the correct lights - except no 3G.

Heres my results -

Ok answers as follows:

Speed test:  Ping 29ms, Download 8.07 Mbps, Upload 3.12 Mbps

Ping test: 48ms to Maidenhead.  Jitter 15ms

External IP address: 194.168.42.205

Traceroute results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
 1  192.168.1.10 (192.168.1.10)  1.778 ms  0.865 ms  0.792 ms
 2  172.24.38.1 (172.24.38.1)  8.154 ms  13.327 ms  12.794 ms
 3  172.24.0.41 (172.24.0.41)  15.671 ms  4.549 ms  13.547 ms
 4  1-42-168-194-intouch.intouchsystems.co.uk (194.168.42.1)  7.458 ms  6.559 ms  5.529 ms
 5  popl-lam-4-tenge13-111.network.virginmedia.net (62.254.118.225)  18.300 ms  19.044 ms  16.008 ms
 6  popl-core-2b-xe-121-0.network.virginmedia.net (82.14.168.6)  25.172 ms  18.323 ms  14.830 ms
 7  * * *
 8  * * *
 9  tclo-ic-3-ae0-0.network.virginmedia.net (212.250.25.62)  29.026 ms  16.810 ms  17.499 ms
10  ldngw1.arcor-ip.net (195.66.224.209)  26.746 ms  34.560 ms  37.663 ms
11  85.205.0.93 (85.205.0.93)  24.710 ms  25.521 ms  18.581 ms
12  * * *
13  * *

Sure Signal Serial Number:  43152176756

I have tried resetting

[Retired-Charles]

@bruceread - Is the serial number you've given for the version 2 or 3?