Sure Signal resetting

[martin_hills]

My sure signal resets itself every few hours...quite often when I'm on a call....is it likely to be a faulty box?  I've only had it a couple of months

[Retired-James]

Hi martin_hills 

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

James

[martin_hills]

Hi  Thanks for the response...here are the details:

Ping = 466
Download = 1.61 mbps
Upload = 0.32 mbps

tracert got one response:

22ms, 43ms, 22ms, 195.10.41.24

and the Request Times Out...don't know if that was the expected result?

Martin

[grolschuk]

The upload speed is very close to not being quick enough to handle the call traffic.

If anything else starts using the internet and brings the available capacity to below what is required, then it cutting out would be the logical thing for it to do.

That of course may not be the problem, so will let the team offically ansewer after taking a look at your reply.

[martin_hills]

Hmmm...I have BT Infinity, so I'd expect it to be as good as it can be?!?!

[grolschuk]

Hmm,

Can you run the speed test again?

If on Infinity (the fibre optic service? I may be thinking of something else) I would expect the numbers to be 40-70mb download and 10-20mb upload

So being 1.4mb and 0.3mb is many times slower than what infinity shoud be offering, and the suresignal needs 1mb download, 0.3mb upload to function properly.

[martin_hills]

I ran it 3 times and got different results each time:

362 ping
0.87 up
0.81 down

435
1.49
0.65

Maybe I should get onto BT and ask if I'm getting what I should?

466
0.78
0.39

[grolschuk]

Ouch, the results at less than 1mb download are going to upset the SS for sure.

Are you out in the middle of nowhere? or smack in the middle of town?

Is there anything else connected to the network that may be hammering the connection and providing a false result for the tests (due to them using all of the suppled bandwidth, leaving you with none)

Downloads? Games? Streaming Video?

[grolschuk]

And maybe try a different speedtest server in case your default one is having issues.

[martin_hills]

We're on the edge of town, standard urban housing.  It's could well be the amount of devices, as its school holidays so one son is on X-box/laptop, the other on I-phone, and wife on laptop aswell as me trying to work from home!!