Sure Signal - phone wont connect

[t1nners]

Have 2 lights on the SS (sn 40132630480) - the power & in service but my phone does not connect and the in use light never comes on. My IP is 86.131.45.123

Any ideas ?

[Retired-Andy]

Hi t1nners,

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.
The results of a traceroute.

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

Andy

[t1nners]

Thanks for the reply. I tried the troubleshooting already it didnt solve things.

PING

SPEED

C:\> tracert 212.183.133.177

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

1 1 ms 1 ms <1 ms BThomehub.home [192.168.1.254]
2 18 ms 19 ms 18 ms 217.47.13.250
3 17 ms 18 ms 17 ms 217.47.13.161
4 21 ms 21 ms 21 ms 213.1.69.26
5 21 ms 22 ms 21 ms 31.55.164.227
6 21 ms 22 ms 21 ms 31.55.164.109
7 23 ms 22 ms 22 ms acc2-10GigE-0-7-0-4.bm.21cn-ipp.bt.net [109.159.
248.198]
8 31 ms 31 ms 31 ms core1-te0-15-0-17.ilford.ukcore.bt.net [109.159.
248.174]
9 25 ms 25 ms 25 ms peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.120]
10 27 ms 27 ms 27 ms lndgw2.arcor-ip.net [195.66.224.124]
11 26 ms 27 ms 26 ms 85.205.116.10
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.

 ^ guess this is an issue then !

[Retired-James]

Hi t1nners,

Thanks for getting back to us.

The traceroute is looking fine as the timeouts are normal after the 85.205.xx.xx IP address.

The reason that this happens is down to the security that we have on our servers.

Is the power light current flashing or stable?

Can you also confirm what router you are using, and that the Ethernet cable is in one of the yellow Ethernet ports on the router?

James

[t1nners]

The 2 lights are both solid, and the router is a home hub 3

[Retired-James]

Hi t1nners,

I can see that the Sure Signal has updated on the server this morning so it should now be working.

As you are using the Home Hub 3, you may be affected by this issue.

James

[t1nners]

Still no joy. My HH is not an Infinity just boggo broadband.

[Retired-Ian_]

Hi t1nners,

Can you let us know what the lights are doing?

Is the power light solid or flashing? Is the service light orange, white or flashing?

Thanks

Ian