Sure signal problem version 1

[david36]

Contacted Vodafone twice and BT twice ss still not working,all ss  lights going thro the procedure to connect.

Vodafone blaming latency problem,when BT do there checks latency is around 65ms

following trace completed 

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

C:\Users\Dave>tracert 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

1 6 ms 3 ms 2 ms BThomehub.home [192.168.1.254]
2 30 ms 31 ms 93 ms 217.47.187.186
3 31 ms 49 ms 30 ms 217.47.186.193
4 41 ms 38 ms 89 ms 213.1.69.190
5 41 ms 39 ms 100 ms 31.55.165.102
6 128 ms 38 ms 226 ms 31.55.165.59
7 40 ms 96 ms 47 ms 31.55.165.107
8 96 ms 45 ms 236 ms acc1-10GigE-4-0-2.mr.21cn-ipp.bt.net [109.159.25
0.108]
9 49 ms 96 ms 54 ms core2-te0-3-0-13.ilford.ukcore.bt.net [109.159.2
50.28]
10 48 ms 148 ms 257 ms 109.159.254.134
11 316 ms 112 ms 50 ms LNDGW2.arcor-ip.net [195.66.224.124]
12 49 ms 98 ms 48 ms 85.205.116.14
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.

Can you confirm this is OK and the ss should work or if the are errors how do i convince BT.

[david36]

More info that might help

IP address  213.122.101.175

Ping    46ms

  jitter   1ms

Speed test   

upload  1.70mbps

download 0.36mbps

vss serial No 253264385

[Retired-Lee]

Hi there david36,

Could you check that serial number for me? It seems to be a digit or two missing

Thanks,

LeeH

[david36]

correct ser No 21231792140

Changed ADSL filter and completed new trace(see below),reset ss no better

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

C:\Users\Dave>tracert 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

1 6 ms 3 ms 2 ms BThomehub.home [192.168.1.254]
2 32 ms 30 ms 31 ms 217.47.187.186
3 32 ms 30 ms 30 ms 217.47.186.193
4 40 ms 39 ms 37 ms 213.1.69.190
5 * * * Request timed out.
6 43 ms 38 ms 38 ms 31.55.165.63
7 41 ms 39 ms 38 ms 31.55.165.107
8 41 ms 38 ms 39 ms acc1-10GigE-11-2-0.mr.21cn-ipp.bt.net [109.159.2
50.78]
9 46 ms 46 ms 47 ms 109.159.250.17
10 306 ms 44 ms 284 ms peer1-xe0-1-0.telehouse.ukcore.bt.net [109.159.2
54.132]
11 147 ms 46 ms 238 ms LNDGW2.arcor-ip.net [195.66.224.124]
12 97 ms 46 ms 239 ms 85.205.116.6
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\Dave>

[Ben_H]

Hi david36,

Thanks for amending that and for the fresh data. All seems fine with the traceroute and I can see that an update was pushed to your unit around 09:50 this morning.

If you're still not able to connect, could you try testing the Sure Signal on another internet connection for me? You'll only need to be connected for an hour at most and this will help us to rule out ISP restrictions.

Let me know the result or if the update this morning fixed it in the meantime!

Cheers, Ben

[david36]

Still unable to connect,so have connected vss on another internet connection as requested with exactly the same outcome,does this point to a faulty vss?

[Retired-James]

Hi david36,

Thank you for getting back to us.

It could be a faulty Sure Signal especially if it was not working on a different internet connection.

When you did this can you confirm that it wasn’t another BT internet connection?

If it is a faulty Sure Signal we are restricted by what we can do as it is no longer covered by warranty.

This means that the repair would be chargeable at £65 or you would need to buy a new one at £100.

The main thing that does jump out at me is that the Sure Signal is still connecting to our server and updated again last night.

This usually indicates that the Sure Signal isn’t faulty but there is something stopping it from providing a connection.

Can you verify exactly what light sequence you are seeing now?

Which phone’s are you using?

James

[david36]

Hi

  Sure signal was tested on connection supplied by sky.

Phones currently in use are 2 x iphone 4s and a Nokia 2730 classic.

Light sequence from power up as follows

1,   light 1                 on

2,           2,3+4          flashed on and off 

3,           2                flashing

4,           2                on

5,           4                flashing

6,           2+3            flashed once

7,           2           on

8,           4               flashing

9,           all lights off

10,         1               0n

Light 1 remained on until sequence 9 when all lights went off.

Hope this info will help.This issue is causing an impact on my son as he uses his mobile phone as the main contact for his business,it would be helpful if Vodafone could supply me with another sure signal to test the connection and to prove my sure signal is faulty.Is this possible? 

[Retired-Andy]

Hi david36,

Thanks for the information you’ve provided, the phones you’re using are all 3G enabled so there’s no problems there.

The light sequence you’re seeing is slightly different from what would be expected. Up to point 5, everything is fine, but point 6, light 4 should go solid and then light 3 should flash briefly.

I can see your Sure Signal connected to our servers yesterday at 21:27, are you still unable to connect? To make sure your Sure Signal is as up to date as possible, I’ve just forced a resync of your device.

To make sure the resync completes, can you perform a factory reset:-

• 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

Let me know how you go on.

Thanks

Andrew

[david36]

Hi

Tested again tonight from about 8pm and after resetting as you suggest i checked light sequence again,and light 4 does not go solid and light 3 does not flash briefly.

Still unable to connect.