Sure Signal stopped working

[DuncanMcG]

My sure signal stopped working last week or perhaps the week before. I was hoping that the problem would be resolved but unfortunately it hasn't been.

Requested diagnostics below:

Speedtest

Ping 23ms

Download 74.3 Mbps

Upload 17.07 Mbps

http://www.speedtest.net/my-result/5758676988

Pingtest

Ping 27ms

Jitter 4ms

http://www.pingtest.net/result/154262004.png

What's my IP

165.120.139.254

http://www.pingtest.net/result/154262004.png

Sure Signal Serial Number

40112006560

Please can you look into the problem.

Thanks

[Mark]

 @DuncanMcG

I can see your Sure signal has not connected to the Vodafone Network since 24 October. To try and reconnect it to our network, I've resychronised it. This can upto 6 hours to complete, after this time please restart your handset in range of the Sure Sginal and your service will resume.

[gsmsecure]

Stopped working... Please elaborate..

Has it got lights on?

What version was it?

[DuncanMcG]

@Mark, yes it stopped working at 19:00 on 24th October. I suspect some network change was made at that time. Still not working

@gmsecure Two flashing white lights. Sure signal version 2.

@Rahim My IP address is 86.147.24.115

[DuncanMcG]

my traceroute  at the initial report

traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets

1  BThomehub.home (192.168.1.254)  14.025 ms  16.786 ms  16.750 ms

2  * * *

3  * * *

4  31.55.185.188 (31.55.185.188)  21.493 ms  22.169 ms  22.723 ms

5  core2-hu0-17-0-1.colindale.ukcore.bt.net (195.99.127.156)  25.338 ms 25.957 ms core1-hu0-8-0-5.colindale.ukcore.bt.net (195.99.127.146)  27.180 ms

6  peer6-hu0-1-0-1.telehouse.ukcore.bt.net (195.99.127.25)  28.790 ms 195.99.127.83 (195.99.127.83)  13.028 ms  20.303 ms

7  166-49-211-228.eu.bt.net (166.49.211.228)  19.511 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.238)  20.206 ms 166-49-211-228.eu.bt.net (166.49.211.228)  20.121 ms

8  166-49-211-254.eu.bt.net (166.49.211.254)  20.029 ms  19.973 ms  27.559 ms

9  * * *

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My traceroute now

traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets

1  BThomehub.home (192.168.1.254)  23.380 ms  23.694 ms  23.659 ms

2  * * *

3  * * *

4  31.55.185.188 (31.55.185.188)  25.118 ms  25.918 ms  28.242 ms

5  195.99.127.210 (195.99.127.210)  26.339 ms core1-hu0-8-0-5.colindale.ukcore.bt.net (195.99.127.146)  28.062 ms core2-hu0-10-0-0.colindale.ukcore.bt.net (195.99.127.134)  28.664 ms

6  195.99.127.83 (195.99.127.83)  30.172 ms  14.790 ms  14.593 ms

7  t2c3-et-8-1-0-0.uk-lon1.eu.bt.net (166.49.211.240)  15.151 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.238)  18.667 ms t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  20.910 ms

8  166-49-211-254.eu.bt.net (166.49.211.254)  32.675 ms  32.653 ms  32.537 ms

9  * * *

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[DuncanMcG]

I have now changed broadband providers. Same problem.

Speedtest
Upload: 71.75Mb/s
Download: 19.07Mb/s
http://www.speedtest.net/my-result/5820615528

Pingtest

Ping: 13ms

Jitter: 1ms
http://www.pingtest.net/result/155399905.png

IP Address

80.234.167.169

Traceroute:

1  dsldevice (192.168.1.1)  2.935 ms  2.497 ms  1.872 ms

2  62.72.148.128 (62.72.148.128)  14.591 ms  12.154 ms  11.869 ms

3  62.72.134.253 (62.72.134.253)  12.827 ms  12.220 ms  13.255 ms

4  62.72.134.253 (62.72.134.253)  12.280 ms  12.083 ms  12.283 ms

5  ldn-b3-link.telia.net (62.115.11.121)  11.582 ms  11.317 ms  12.102 ms

6  vodafone-ic-309705-ldn-b3.c.telia.net (62.115.41.110)  12.502 ms  11.963 ms  11.719 ms

7  ae0-xcr1.lsh.cw.net (195.2.24.110)  12.785 ms

    ae9-xcr1.lnt.cw.net (195.2.24.161)  13.070 ms  14.054 ms

8  ae22-xcr1.lns.cw.net (195.2.30.61)  12.861 ms

    ae15-xcr1.lns.cw.net (195.2.30.114)  12.978 ms  12.358 ms

9  * * *

Serial number, version, etc as per above message

[ChazzD]

@DuncanMcG

I've processed another resync of your Sure Signal. Please wait 6 hours before resetting the device. 

If this doesn't resolve the issue please try connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.

We'll then be able to determine if the problems are specific to your location and router, or with the Sure Signal itself.

[shoddybusiness]

Don't hold your breath. Another **** apology. Just get it fixed!

[DuncanMcG]

@Chazzd now working again.

As per the last time this happened, it is clear that the problem was not at the user end.

Pity it took Vodafone 6 weeks to resolve the issue with no acceptance of the problem.

Very frustrating.

[Rahim]

@DuncanMcG Thank you for letting us know that your Sure Signal is working again. 

Apologies for any inconvenience caused along the way!