Sure Signal not working

[janewood20]

Please can someone tell me how to get my sure signal working?

[Jenny]

Hi janewood20,

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

Jenny

[janewood20]

Hi Jenny

Download 6.86

Upload 0.37

Ping 48

IP 86.166.76.7

Trace Route is not recognised as an internal or external command, operable programme or batch file

Serial 40113853242

Please help asap, I have had no phone all day and I really need it as my business depends on it.

Thanks

[Ben_H]

Hi janewood20,

Thanks for replying. The lack of a traceroute looks concerning. However on checking your serial number I can see the Sure Signal was resynchronised yesterday afternoon and the last updated contact was around 2am this morning. Can you confirm if this is working for me now?

If not, have you reset your device since the resynchronisation yesterday? If not, can you test to see if the unit works on another broadband connection so we can rule out any changes or issues with your ISP? 

Cheers, Ben

[janewood20]

I'm currently on the phone to cust services as I really need this sorted.

[janewood20]

It seems to be fixed since the resync yesterday, thanks