Sure Signal not working

[patnelder]

Hello there.  I have a sure signal that is not picking up the handsets listed for it - I've tried removing and re-entering them, along with all the other troubleshooting tips.  I thought resyncing seems to be the only untried option; when I collected the data for the 'Template' in some of the posts, I found that tracert 212.183.133.177 times out, which doesn't look good...  Here's what I got:-

The issue you’re experiencing:

Can’t make calls via phones that are listed as linked

What light sequence you're seeing:

lights 1, 2, 3 solid, light 4 not lighting

Your speed test results from here.

Ping 29ms, download 11.26Mbps, upload 0.73Mbs
Your external IP address from here.

212.139.62.187 

Your Sure Signal serial number:

43150727204

The results of a traceroute.

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     7 ms     7 ms  192.168.1.1

  2    18 ms    15 ms    12 ms  host-212-139-32-1.static.as9105.net [212.139.32.1]

  3    17 ms    17 ms    25 ms  host-78-151-225-117.static.as13285.net [78.151.225.117]

  4    17 ms    16 ms    15 ms  host-78-151-229-56.as13285.net [78.151.229.56]

  5    35 ms    39 ms    33 ms  host-78-144-9-45.as13285.net [78.144.9.45]

  6    24 ms    26 ms    38 ms  host-78-144-14-15.as13285.net [78.144.14.15]

  7    35 ms    31 ms    29 ms  ae10-xcr1.hex.cw.net [195.2.23.141]

  8    25 ms    25 ms    25 ms  ae9-xcr1.lnt.cw.net [195.2.24.161]

  9    29 ms    35 ms    43 ms  ae22-xcr1.lns.cw.net [195.2.30.61]

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

Etc, etc

Can anyone help?

Best wishes, Pat

[Colleen]

@patnelder Thanks for sending over your information.

I’ve resynced your Sure Signal to help refresh the connection with our servers. Please allow up to six hours for this to complete.

However, I’ve noticed your upload speed is currently 0.73Mbps. This is lower than the required minimum of 1Mbps that is needed for our Sure Signals to work effectively and may be causing this issue.

It may be best if you’re still having issues once the resync  has completed, to contact your Internet Service Provider (ISP) and ask them to run a fault test on your line.

Please let us know how you get on and if you need any further help.

[patnelder]

Thank you, but still no joy.  I'll have a go at the upload speed issue - apologies for not having spotted that as a potential problem.

best wishes

[Becca_P]

@patnelder

If after testing the upload speed issue of your device it's still not working, please let us know and we'll look into this for you.