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01-12-2014 01:46 PM
Hi
After working fine for several months, my SureSignal has stopped working again.
I have gone through all tests you suggested - including reseting the device, my router etc.
Nothing has changed in my connection - same router, same service provider.
The serial number of my unit is 40111328874. The postcode at my location is HP16 9LN.
Can you please look at resetting it on your end of the system?
Thanks
Liz Chambers
02-12-2014 09:44 AM
Hi @lizchambers,
Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below 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,
Matt B
14-12-2014 01:41 PM
Hi Matt
Speed test is Pting 28ms, download speed 6.19Mbps, Upload 0.6Mbps
Pnig test - Line quality B*, ping 22ms, jitter 1ms
External IP ADdress - IP Address is 46.33.145.201 IPV^ Address ::ffff:2e21:91c9
C:\Users\chambeli>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
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.
As per my original mail/posting The serial number of my unit is 40111328874. The postcode at my location is HP16 9LN.
I hope you can help fix this.
Regards
Liz Chambers
14-12-2014 06:33 PM
Why is everyone having the same problem? I am tired of going through all the tests. Yesterday a 2nd line technician took charge of my computer checked everything and said everything was ok but still no connection and as with Liz my VSS2 only has power light after working fine for months. It worries me to see other posters talking about being bumped off the network due to lack of usage. Is the sure signal network now overloaded which is why all this is happening?
I have been without a siganl at home for 10 days so what do I do next? Vodafone tell me it will be over £800 to leave but at least I will be able to bill Vodafone for all the work time I have wasted doing pointless tests on a system that hasn't changed and was previously working fine. Just look at the amount of posts on Twitter and other social media about the same issues. All have lost signal for no apparent reason.
17-12-2014 01:18 PM
Hi everyone,
@lizchambers I can see it's registered successfully but there isn’t a recent connection. Please perform the following reset:
@PeterLD - 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,
Sarah
18-12-2014 08:50 AM
Already done all that under the post 'Sure Signal V2 Just Stopped Working'
According to Matt B my IP address which is 165.120.26.179 is not on your White List. He told me to wait 24 hours and not switch off my VSS. It is now almost 48 hours and it still hasn't connected. What I don't understand is that the VSS2 has worked for the last 2 years with no problem, so how come on the 4th December my IP address was sudenly not on your white list? Or did BT change my IP without my knowledge?
Either way can someone tell me if my IP above is now on the white list as my VSS is still not connecting.
18-12-2014 09:27 AM
Same problem here. Sure Signal has worked a dream for >1 year, then suddenly on 17/12/14 NOTHING!
My trace route results are the same as other users, it times out after 85.205.0.93 which is a vodafone IP address (https://db-ip.com/all/85.205.0) indicating to me that this is a Vodafone issue, rather than one of config of the device... seeing as it has always worked before.
Your opinion and help is greatly appreciated 🙂
So far I have done this:
Results of tests:
Speed Test:
Ping - 35ms
upstream - 0.37 Mpbs
downstream - 6.77Mbps
Ping Test:
Packet Loss - unable to test
Ping - 39 ms
Jitter - 1ms
IP:
80.229.154.155
Serial No:
40121423723
Trace Route:
C:\Users\Mark> tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 37 ms 99 ms 99 ms dsldevice.lan [192.168.1.254]
2 40 ms 37 ms 37 ms lo0-central10.ptn-ag01.plus.net [195.166.128.190
]
3 36 ms 36 ms 37 ms link-a-central10.ptn-gw01.plus.net [212.159.2.12
8]
4 44 ms 46 ms 36 ms xe-5-2-0.ptw-cr01.plus.net [212.159.0.104]
5 41 ms 39 ms 39 ms lndgw2.arcor-ip.net [195.66.224.124]
6 38 ms 37 ms 38 ms 85.205.0.93
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.
18-12-2014 11:01 AM
OK, having posted all that... I'm back online and the SureSignal is working - Im guessing you made some changes your end, if you did, thank you 🙂
19-12-2014 04:21 PM
Hi Sarah,
I've reset my sure signal twice today.
At luchtime and then again at 3pm. It is still not working.
Please can you go to the next step in working out what is wrong.
Regards
Liz
19-12-2014 04:31 PM
Liz rather than post all my research again look at my post under PeterLD 'Sure Signal Just Stopped Working' and check your IP is on the whitelist or you will never get anywhere.
P