Sure Signal problem

[angeladee]

Our Sure Signal stopped working last week. It has been reset and synced several times with help from online 247chat team. Lights as they should be and active status but phones not working. In a desperate attempt to fix it we deregistered it from my account and reregistered using my partner's account. It worked on his phone up (full signal) until we got the confirmation message saying it was ready to use then promptly stopped (approx 18hrs after setting it up). My phone didn't work at any point during this time. We've had no changes to phones or SIMs for at least a year. Any ideas? 

[Retired-Lee]

Hi,

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

LeeH

[angeladee]

Been through all the troubleshooting, reset phones (battery out) but no luck.

Here are the reults you asked for.

speed test ping 45ms download 2.99Mbps upload 0.35Mbps

Ping 42ms Jitter 5ms

IP 86.158.202.165

Serial No 21229595372

Traceroute

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\David>tracert 212.183.133.177

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

1 15 ms 100 ms 97 ms api.home [192.168.1.254]
2 43 ms 30 ms 34 ms 217.47.251.58
3 44 ms 31 ms 32 ms 217.47.204.145
4 32 ms 32 ms 35 ms 213.1.69.194
5 35 ms 37 ms 35 ms 31.55.165.103
6 39 ms 30 ms 30 ms 31.55.165.247
7 32 ms 32 ms 39 ms 31.55.165.109
8 32 ms 33 ms 69 ms acc2-xe-4-0-3.mr.21cn-ipp.bt.net [109.159.250.23
8]
9 43 ms 46 ms 41 ms core1-te0-13-0-15.ilford.ukcore.bt.net [109.159.
250.164]
10 40 ms 40 ms 45 ms peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.120]
11 46 ms 44 ms 42 ms lndgw2.arcor-ip.net [195.66.224.124]
12 41 ms 40 ms 40 ms 85.205.116.14
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.

[Retired-Lee]

Hi there angeladee,

Thanks for trying the troubleshooting and posting the template.

I've checked the VSS and it connected to our servers last night at about 9pm.

How have things been since then?

Cheers,

LeeH

[angeladee]

Had intermittent signal on the iphone, currently full strength, but still no signal on mine (again tried resetting but no luck). My phone is very old but has always worked up until now. 

Any ideas?

Angela

[Retired-Dave]

Hi angeladee,

I've given the box a fresh resync, so can you try resetting it for me?

• Remove the Ethernet cable from the Sure Signal.
• Hold down the reset button until all the lights show (about 30 seconds).
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Pop the Ethernet cable back in
• The Sure Signal will come online in around 1 hour.

Dave

[angeladee · Accepted solution]

Hi Dave,

Problem solved! Now got full 3G on all phones. I really thought the box was heading for the bin there!!!

Thanks for all your help,

Angela