Ask
Reply
Solution
24-06-2013 06:58 PM
25-06-2013 01:52 PM - edited 25-06-2013 01:53 PM
Hi Bengallienne,
Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below or in the relevant thread 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
James
25-06-2013 02:26 PM
Hi James,
I have tried the options in the troubleshooting thread but they do not work unfortunately. The information you requested is as follows:
Speed Test:
Ping 40ms
Download speed 9.74Mbps
Upload Speed 0.87Mbps
Ping Test:
Packet loss: unable to test
Ping: 33ms
Jitter: 1ms
Grade: B*
External IP:
2.99.42.246
Traceroute:
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 home.gateway.home.gateway [192.168.0.1]
2 19 ms 19 ms 20 ms host-2-99-32-1.as13285.net [2.99.32.1]
3 27 ms 26 ms 26 ms host-78-151-225-49.static.as13285.net [78.151.225.49]
4 27 ms 26 ms 27 ms host-78-151-225-164.static.as13285.net [78.151.225.164]
5 32 ms 32 ms 32 ms host-78-144-11-69.as13285.net [78.144.11.69]
6 32 ms 32 ms 39 ms host-78-144-10-62.as13285.net [78.144.10.62]
7 36 ms 34 ms 36 ms lndgw2.arcor-ip.net [195.66.224.124]
8 34 ms 34 ms 34 ms 85.205.116.2
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.
Sure Signal Serial Number:
40110952849
I hope that is all the information you need, and I look forward to hearing from you.
Ben
26-06-2013 02:38 PM
Hi Bengallienne,
The details you've provided all look fine.
I've tried a resync of the Sure Signal on our system to refresh the connection. Can you give it another factory reset for me and let us know if this helps?
Dave
If I've helped at all today, why not leave me a little feedback?
02-07-2013 06:25 PM
03-07-2013 02:42 PM
Hi Bengallienne,
I’ve checked your serial number and this is showing as updated last night at 9.56pm.
If this is still happening, please get back to us with the following up to date info:
-Your speed test results from here.
-Your ping test results from here.
-Your external IP address from here.
-The results of a traceroute.
Please also let us know if anyone else is having the same problems when connected to the Sure Signal.
Thanks,
Jenny
03-07-2013 04:57 PM
Hi Jenny,
Unfortunately it has just happened again, so here are the pieces of information you asked for;
Speed Test:
Ping 37ms
Download speed 9.75Mbps
Upload Speed 0.86Mbps
Ping Test:
Packet loss: 6%
Ping: 38ms
Jitter: 10ms
Grade: D
External IP:
2.99.42.246
Traceroute:
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 home.gateway.home.gateway [192.168.0.1]
2 20 ms 18 ms 19 ms host-2-99-32-1.as13285.net [2.99.32.1]
3 27 ms 26 ms 27 ms host-78-151-225-49.static.as13285.net [78.151.225.49]
4 27 ms 26 ms 26 ms host-78-151-225-164.static.as13285.net [78.151.225.164]
5 41 ms 31 ms 31 ms host-78-144-11-71.as13285.net [78.144.11.71]
6 32 ms 31 ms 33 ms host-78-144-10-60.as13285.net [78.144.10.60]
7 33 ms 35 ms 36 ms ldngw1.arcor-ip.net [195.66.224.209]
8 33 ms 33 ms 33 ms 85.205.116.10
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.
These tests were run immediately after dropping a call. The only one that seems to be different is the ping test, however I ran that test again immediately after the first one and got 0 packet loss, a 33ms ping and 4ms jitter, which it marked as grade A, so it may just have been an anomaly.
Any other ideas as to what we can do to fix this issue? It is making my whole family's phones virtually unusable at home at the moment.
Thanks for your help in advance
04-07-2013 03:26 PM
Hi Bengallienne,
Thanks for the information; everything still looks fine with your connection.
If you’re using a wireless network at home, can you disconnect everything from the router other than the Sure Signal and see if this solves things for you?
The other suggestion I have is to try the Sure Signal on a different connection (a family member, friend etc.).
If it works in this new location, it would suggest that there’s something in your current set up that’s preventing the unit from maintaining a connection to our servers.
If you get the same symptoms in the new location, it would indicate that the Sure Signal is faulty and would need a repair.
Your current unit is now out of warranty and a repair would cost £65. You may wish to consider buying a new one at £100.
Hi wingco,
Thanks for the information. The figures look fine and your IP address is on our whitelist so there are no problems there.
So we can look into this for you, I’ll need a little more information. Can you provide the following please:-
Your Sure Signal serial number.
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.
Thanks,
Andrew
04-07-2013 03:48 PM
Thanks for the reply Andrew. Serial Number 40122442235
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 2 ms 1 ms 1 ms home.gateway.home.gateway [192.168.1.254]
2 30 ms 28 ms 31 ms cr1.lcwor.uk.easynet.net [87.87.224.64]
3 25 ms 23 ms 23 ms ip-87-87-173-65.easynet.co.uk [87.87.173.65]
4 44 ms 37 ms 37 ms 89.200.131.173
5 42 ms 41 ms 42 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
6 46 ms 46 ms 45 ms AMDGW1.arcor-ip.net [195.69.145.123]
7 55 ms 56 ms 45 ms 92.79.213.137
8 69 ms 69 ms 69 ms 85.205.116.10
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.
The disconnect when a call is ended is an intermittent fault. The dropping calls in use is more of a problem on a Samsung Galaxy Y, but again is intermittent. Neither phone has any problems with txting.
05-07-2013 10:23 AM
Hello Tech Team. Can anyone shed some light on this problem please. Three calls dropped midway through this morning. When the call drops the 3G light on the SS flashes for around one minute before stabilising. The phones work fine on the normal Vodafone system outside of the house.