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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 188.8.131.52 press Enter
Paste the output of this command into your reply.
This will help us get the quickest possible resolution for you.
I can see your Sure Signal last connected to our servers at 11:55 on 3 September.
To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal.
So that the resync completes, can you do a factory reset for me:-
If this doesn’t work for you, we’ll need the information asked for in Matt’s post to be able to offer more help.
Thanks for gretting back to me......................
1 5 ms 5 ms 4 ms 192.168.1.1
2 33 ms 33 ms 34 ms esr11.manchester6.broadband.bt.net [184.108.40.206
3 86 ms 88 ms 63 ms 220.127.116.11
4 36 ms 34 ms 35 ms 18.104.22.168
5 34 ms 36 ms 39 ms 22.214.171.124
6 35 ms 34 ms 41 ms 126.96.36.199
7 93 ms 51 ms 34 ms 188.8.131.52
8 34 ms 33 ms 34 ms acc2-10GigE-9-2-0.mr.21cn-ipp.bt.net [109.159.25
9 45 ms 48 ms 46 ms core2-te0-12-0-1.ealing.ukcore.bt.net [109.159.2
10 46 ms 49 ms 46 ms peer1-xe9-1-0.telehouse.ukcore.bt.net [109.159.2
11 48 ms 47 ms 47 ms lndgw2.arcor-ip.net [184.108.40.206]
12 45 ms 45 ms 45 ms 220.127.116.11
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.
The other information that you requested is as follows:
VSS serial no. 40132335429
Download speed 4468 Mbps
Upload speed 0.35 Mbps
IP address 18.104.22.168
That's what the test on another connection is designed to check - if it works there we know the box isn't the problem.
The Sure Signal has a two year warranty, so you have the warranty repair option, but if we can narrow down if it's needed or not you might not have to send it off.
Can you check a few other things for me?
- Check the following ports are open for forwarding in the router settings: 8, 50, 123, 500, 1723, 4500.
- Check the router's Maximum Transmission Unit (MTU) is set to 1500. If it won't go that high, use the highest setting allowed.
- Try plugging the cable into a different socket on the router.
- Try an alternate Ethernet cable.
Let us know if any of this helps.