Sure signal connection problems

[johnhy]

My sure signal box (version1) which has worked satisfactorily for 3 years stopped recently following an email from Vodaphone saying they were deregistering it as it hadn't been used for 3 month, which wan't correct.

The box connects in that all lights are on but flashing and there is no connection to my handset.

I've now contacted tech support 3 times who have not provided an answer having reset te eaccount a couple of times. Their latest advice is that the minimum upload internet speed required is 1.5mg - I have 0.390 and always have had. I know of at least 2 other suresignal users nearby and nowhere in our area has high speed internet this will be the best speed available. My ISP say this is the usual excuse from Vodaphone and its nonsense!

Any suggestions?

[DaveCD]

Hi johnhy.

Please provide the Sure Signal serial number and we'll take a look from this end.

Your speed test results from here.

Your ping test results 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.

This will help us get the quickest possible resolution for you.

Thanks

DaveCD

[johnhy]

Dave

Thank you for your quick response.

In answer to your questions:

Down speed - 6.78

Up speed - 0.37

Ping test - Ping 29ms Jitter 7ms, Packet loss 0%

VSS traceroute:

Microsoft Windows [Version 6.0.6002] Copyright (c) 2006 Microsoft Corporation. All rights reserved. C:\Users\John>tracert 212.183.133.177 Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops: 1 34 ms 89 ms 99 ms dsldevice.lan [192.168.1.254] 2 20 ms 21 ms 26 ms lo0-central10.ptw-ag02.plus.net [195.166.128.196 ] 3 19 ms 19 ms 18 ms link-a-central10.ptw-gw01.plus.net [212.159.2.14 8] 4 23 ms 18 ms 19 ms xe-0-2-0.ptw-cr01.plus.net [212.159.0.248] 5 21 ms 22 ms 22 ms ldngw1.arcor-ip.net [195.66.224.209] 6 20 ms 20 ms 20 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:\Users\John>Microsoft Windows [Version 6.0.6002] 'Microsoft' is not recognized as an internal or external command, operable program or batch file. C:\Users\John>Copyright (c) 2006 Microsoft Corporation. All rights reserved. 'Copyright' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> C:\Users\John>C:\Users\John>tracert 212.183.133.177 'C:\Users\John' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> C:\Users\John>Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] 'Tracing' is not recognized as an internal or external command, operable program or batch file. C:\Users\John>over a maximum of 30 hops: 'over' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> C:\Users\John> 1 34 ms 89 ms 99 ms dsldevice.lan [192.168.1.254] '1' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 2 20 ms 21 ms 26 ms lo0-central10.ptw-ag02.plus.net [1 95.166.128.196 '2' is not recognized as an internal or external command, operable program or batch file. C:\Users\John>] ']' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 3 19 ms 19 ms 18 ms link-a-central10.ptw-gw01.plus.net [212.159.2.14 '3' is not recognized as an internal or external command, operable program or batch file. C:\Users\John>8] '8]' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 4 23 ms 18 ms 19 ms xe-0-2-0.ptw-cr01.plus.net [212.15 9.0.248] '4' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 5 21 ms 22 ms 22 ms ldngw1.arcor-ip.net [195.66.224.20 9] '5' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 6 20 ms 20 ms 20 ms 85.205.0.86 '6' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 7 * * * Request timed out. '7' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 8 * * * Request timed out. '8' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 9 * * * Request timed out. '9' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 10 * * * Request timed out. '10' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 11 * * * Request timed out. '11' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 12 * * * Request timed out. '12' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 13 * * * Request timed out. '13' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 14 * * * Request timed out. '14' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 15 * * * Request timed out. '15' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 16 * * * Request timed out. '16' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 17 * * * Request timed out. '17' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 18 * * * Request timed out. '18' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 19 * * * Request timed out. '19' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 20 * * * Request timed out. '20' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 21 * * * Request timed out. '21' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 22 * * * Request timed out. '22' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 23 * * * Request timed out. '23' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 24 * * * Request timed out. '24' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 25 * * * Request timed out. '25' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 26 * * * Request timed out. '26' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 27 * * * Request timed out. '27' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 28 * * * Request timed out. '28' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 29 * * * Request timed out. '29' is not recognized as an internal or external command, operable program or batch file. C:\Users\John> 30

As an additional point I am getting text  messages from you saying you do not have the location of my suresignal box.

Regards

John Hynan

[Sukhi]

Hi johnhy,

Can you please provide your Sure Signal serial number?

Thanks,

Sukhi

[johnhy]

Sushi
Sorry omitted this from previous reply

40114650555

John

[Retired-Matt_B]

Hi johnhy,

I've put through a resync of your Sure Signal.

Please leave it switched on for 24 hours and do not reset it within this time.

After 24 hours, follow the steps below to complete the process:

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour 

Thanks,

Matt B

[johnhy]

Thanks that seems to have worked

[johnhy]

Hiu

I appear to be having more problems with my Sure Signal box. Once again it has stopped working. I have tried rebooting, resetting and swapping ethernet cables and router ports (there is currently no signal from the router to the Sure Signal box) 

It also appears that in my Persanal Settings Sure Signal no longer appears as an option implying that my account has been deactivated in some way.

Could you please check.

Thanks

John

[DaveCD]

Hi johnhy,

I can see it isn't connecting.

Please can you try a different Ethernet cable.

Please also advise what lights the Sure Signal is displaying.

DaveCD 

[johnhy]

Dave

I've now changes the ethernet connection - for the third time, and it seems to be connecting to the router.

Reset power a couple of times but only gets as far as flashing system light - no phone signal 

Regards

John