Sure signal problem

[ctom44]

Hi

Had a lot of problems with BT with very slow broadband. A lot of resets in the exchange and now speeds of download 3.77 upload 0.32. The Sure Signal will now not connect. When I look at my network it thinks the SS is not connected. Tried a ping test PathPing 212.183.133.181.and the message was "unable to resolve target system"

Any suggestions.

Thanks

[Sukhi]

Hi ctom44

Are you a BT Infinity customer? If so you may be affected by the issue that we're aware of here.

Thanks

Sukhi

[ctom44]

No not infinity

[Retired-Andy]

Hi ctom44,

Thanks for getting back to us.

Se we can take a look into this for you, we’ll need some additional information. Can you provide the following please:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

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

[ctom44]

Andrew

As requested

Speed test

http://www.speedtest.net/my-result/2838126723

Ping 73ms

External IP address

81.158.187.171

SS serial no. 40113860221

Traceroute

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Colin>tracert 212.183.133.177

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  BThomehub.home [192.168.1.254]
  2    32 ms    31 ms    29 ms  217.47.107.250
  3    31 ms    30 ms    28 ms  217.47.107.161
  4    38 ms    36 ms    37 ms  213.1.69.42
  5    39 ms    36 ms    35 ms  217.41.169.231
  6    38 ms    36 ms    37 ms  217.41.169.109
  7    37 ms    42 ms    35 ms  109.159.251.213
  8    52 ms    50 ms    53 ms  core2-te0-4-0-2.ealing.ukcore.bt.net [109.159.25
1.131]
  9    47 ms    47 ms    48 ms  peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.112]
 10    48 ms    50 ms    47 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    44 ms    48 ms    47 ms  85.205.116.14
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *

Thanks

[evolveestates]

andrew

been having massice issues we our sure signal also.

how can we get help to resolve this please...?

many Thanks

[evolveestates]

hi

been trying to resolve an issue with the sure signal for the last 2 or 3 days unsucessfully. tried resetting etc...

would anyone have any ideas...? 

[Retired-James]

Hi ctom44,

Everything looks fine with the speed test, ping tests, traceroute results and the Sure Signal registration although, it’s not connected to the server since 8 July.

Can you confirm exactly what light sequence you see on the Sure Signal?

Has this ever worked before?

@Evolveestates – Can you let me know the information listed in Andrew’s post?

James

[ctom44]

James

The Sure Signal worked fine until I had problems with BT line speeds. I have steady red power light, the two white lights flash for a few minutes then disappear leaving me with just the power light. When I interrogates my BT router it thinks the Sure Signal is switched off.

[Retired-James]

Hi ctom44,

Thank you for getting back to me.

If the router thinks it’s switched off it could be either the connection between the unit and the router (a different Ethernet cable should rule this out) or the router hasn’t been able to assign an IP address to the Sure Signal.

I’d try a different cable first and if this fails look to see if the Sure Signal has been allocated an IP address by the router.

James