Sure Signal v1 Re-sync and firmware update needed

[jonrcutler]

ping 39ms    dl 2.83mbps       up 0.33mbps

packet loss 0%     ping 91ms     jitter 36ms

ip 5.68.61.217

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\daisy>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 SkyRouter.Home [192.168.0.1]
2 32 ms 27 ms 26 ms sr10.sycwr.isp.sky.com [2.127.238.83]
3 39 ms 38 ms 38 ms ip-84-38-37-66.easynet.co.uk [84.38.37.66]
4 71 ms 78 ms 82 ms ip-84-38-37-106.easynet.co.uk [84.38.37.106]
5 202 ms 74 ms 118 ms 195.50.122.113
6 116 ms 51 ms 51 ms 195.50.122.66
7 49 ms 50 ms 52 ms 85.205.116.2
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

C:\Users\daisy>

serial number 21196948810

i have changed my sim card but kept old number and now i get no 3g signal on new phone 

. all other phones previously connected work ok 

thanks

[Sukhi]

Hi jonrcutler

I've re synced your Sure Signal, you'll need to factory reset to complete the process.

VSS Factory Reset

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour

In regards to the firmware update you can have this pushed through by calling 191 and pressing option 2 or alternatively pop me a message here.

Thanks

Sukhi

[gh1535]

Hi,

I have the same issue. Please can I request a firmware update? My Sure Signal is 3-4 years old with no update!

CMD results...

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

C:\Windows\system32>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Windows\system32>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms router.asus.com [192.168.1.1]
2 107 ms 41 ms 42 ms lo0-central10.ptn-ag02.plus.net [195.166.128.191
]
3 119 ms 210 ms 215 ms link-a-central10.ptn-gw01.plus.net [212.159.2.13
2]
4 70 ms 42 ms 223 ms xe-1-2-0.ptw-cr01.plus.net [212.159.0.112]
5 36 ms 31 ms 78 ms ldngw1.arcor-ip.net [195.66.224.209]
6 * 115 ms 142 ms 85.205.0.86
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

C:\Windows\system32>

Kind Regards,

Geoff

[Jenny]

@gh1535 - Please let us know your Sure Signal serial number and we’ll check what version you’re on.

If you can also let us know what light sequence you’re seeing, we can help solve any issues you’re having.

[gh1535]

Hi Jenny, 21221767466 Lights 1,2, and 4 are solid. Been through all the trouble shooting a number of times. Keep getting intermittent connection issues. Our internet is always fine. Worth a firmware update to see if it helps and the age of the SureSignal.

[Gemma]

@gh1535 Your Sure Signal is on the latest firmware.

With you saying it’s an intermittent issue, this may have something to do with your internet speeds.

Please let us know:

Your speed test results from here.

Your ping test results from here.

Your external IP address 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.

Please also monitor if there’s a pattern and if it's cutting out at certain times of the day.

[gh1535]

Hi Gemma,

Can we continue this on email. My IP is static and don't want to share it publicly. Can you provide your email address?

[Retired-Wayne]

@gh1535

If you’d like to discuss this privately, you can call us on 191 and ask to speak to our technical teams.

Alternatively, you can add it to your profile under the ‘postcode’ section and we’ll get it from there. As soon as we’ve got it, you can delete it.