Sure signal cuts out mid call

[bigjohnt]

I have twice now been on the phone, sure signal working fine and all lights on, when for no apparent reason all but the red power light goes off and I lose the call. Subsequently the sure signal reconnects and everything is fine again.

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[bigjohnt]

IP = 95.146.21.47

IPv6 = ffff:5f92:152f

Ping is 46ms

Jitter is 2ms

Trace is

1   106 ms    <1 ms     3 ms  FundAid [10.104.161.108]
2     1 ms     1 ms    <1 ms  192.168.1.1

3    24 ms    24 ms    24 ms  esr13.edinburgh6.broadband.bt.net [217.47.157.14 4]
4    25 ms    24 ms    24 ms  217.47.157.13
5    38 ms    36 ms    37 ms  213.1.67.78

6    38 ms    37 ms    39 ms  213.1.67.252
7    38 ms    39 ms    38 ms  213.1.78.234
8    37 ms    38 ms    38 ms  87.237.20.244
9    39 ms    37 ms    39 ms  87.237.20.34
10    38 ms    39 ms    39 ms  bundle-ether1.lontr1.London.opentransit.net [193.251.255.101]
11    68 ms    38 ms    38 ms  level3-1.GW.opentransit.net [193.251.255.80]
12    38 ms    38 ms    38 ms  vl-3602-ve-226.csw2.London1.Level3.net [4.69.166.149]
13    38 ms    37 ms    38 ms  ae-231-3607.edge4.London1.Level3.net [4.69.166.25]
14    53 ms    55 ms    54 ms  195.50.122.66
15    51 ms    51 ms    52 ms  85.205.116.6
16 - 30    *        *        *     Request timed out.
Trace complete.
SureSignal serial Number is 40132743622

[Retired-Dave]

Hi bigjohnt,

What you've posted there looks OK. The first step on the traceroute does seem to fluctuate quite dramatically but it's still well under the 200ms maximum.

I do note that you haven't included the full results of the speed test. We need to see the upload and download speeds to ensure they're not too low.

In the meantime, I've given the Sure Signal a resync, so follow these steps to reset the box:

For Sure Signal version 1 or 2:

• Remove the Ethernet cable.
• Hold down the reset button until all the lights show (about 30 seconds).
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in.
• The Sure Signal will come online in around 1 hour.

For Sure Signal version 3:

• Remove the Ethernet cable.
• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• Plug the cable back in.
• The Sure Signal will come online in around 1 hour.

Dave

[bigjohnt]

apologies for the ommission, had to cut the reply as only 20k charachters and must have clipped the speed test results!

Upload 0.37

Down 6.61

Reset underway as we speak.

Cheers

John

[Retired-Kay]

Hi bigjohnt, 

I can see it updated on our servers yesterday, can you confirm if it's now working? 

Kay

[bigjohnt]

It did drop the internet connection yesterday, possibly a line issue as BT have been working in the area (does it need a very clean signal?), but otherwise seems to be OK. Thanks for your help.

Cheers

John