Sure signal problem

[Rbwindover]

Hi, my sure signal has been working fine and the last few days it is not picking up my phone, when I used to make a call the phone light on the box lit up and now it doesn't, I have tried a reset, the serial number of the box is 40120953456 please help

[hannahakaht1]

Hi, I have a sure signal box. It worked fine if we kept resetting it but now the power light is on with the internet light flashing occasionally; none of the other lights are on. The serial number is 40132213782

Regards hannah

[Retired-Kay]

Hi hannahakaht1, 

Your Sure Signal hasn't connected to our servers since the 18th December so I've done a resync for you. Please do a reset to complete the process;

For versions 1 and 2:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

For version 3:

-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.

Thanks, 

Kay

[mosland]

If you see my earlier postings you can see we tried that, and it worked at 2 locations but not others. Seems to like those with virgin but not those with bt

[Gemma]

Hi mosland,

I can see from your earlier posts that you’re using a Zyxel P600 router.

Is this the one that BT supplied and are you still using it?

If not please can you try the one that BT supplied?

If you’re using this still I’d recommend getting in touch with BT to see if you can get an updated one.

Thanks,

Gemma

[adam812]

          My Sure Signal V1 has stopped functioning correctly and I have tried the reset procedure as laid out in the forum without success. I hope that the information supplied will help make it possible for you to resolve my problem?

IP Address is 46.208.68.16

Ping 37ms

Download 6.67Mbps

Upload  0.25 Mbps

Serial Number 21197063106

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

1 1 ms 3 ms 2 ms 192.168.0.1
2 35 ms 54 ms 35 ms lo0-central10.ptn-ag02.plus.net [195.166.128.191
]
3 45 ms 54 ms 39 ms link-b-central10.ptn-gw02.plus.net [212.159.2.13
4]
4 64 ms 59 ms 47 ms xe-1-2-0.ptw-cr02.plus.net [212.159.0.114]
5 34 ms 59 ms 49 ms ae2.ptw-cr01.plus.net [195.166.129.4]
6 37 ms 39 ms 35 ms ae1.pcl-cr01.plus.net [195.166.129.1]
7 33 ms 38 ms 36 ms xe-11-1-0.edge3.London2.Level3.net [212.187.201.
209]
8 45 ms 39 ms 41 ms vl-3201-ve-128.ebr2.London2.Level3.net [4.69.202
.177]
9 40 ms 40 ms 39 ms ae-44-44.ebr1.Paris1.Level3.net [4.69.159.94]
10 49 ms 43 ms 40 ms ae-81-81.csw3.Paris1.Level3.net [4.69.161.86]
11 41 ms 44 ms 44 ms ae-3-80.edge5.Paris1.Level3.net [4.69.168.136]
12 53 ms 49 ms 49 ms CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200.
78]
13 43 ms 42 ms 41 ms 195.2.9.193
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 *

[Retired-Andy]

Hi adam812,

Everything is fine with your traceroute and ping test.

Your IP address is on our whitelist, so no problems there either.

Your speed test does point to why the Sure Signal isn’t working.

The upload speed is too low for the device to maintain a connection to our servers.

Try re-running the speed test to see if your upload speed changes.

If it doesn’t, you’d need to speak with your Internet Service Provider (ISP) about increasing your connection speed.

Thanks,

Andy

[adam812]

Hi Andy

I have carried out a number of tests and the upload speeds have varied between 0.37 and 0.40.

G

[Retired-Matt_B]

Hi adam812,

As you're still experiening the slow upload rates I'd echo Andy's suggestion and speak with your Internet supplier.

The speeds that your getting from the various tests, do not meet our minimum requirements. As such, have a word with your supplier and see if there is anything they can do to help boost your speed

Thanks,

Matt B

[adam812]

My upload speed has been more or less the same for the last 4 years and although the Sure Signal box occasionally has lost it's connection it has been only occasionally. As a result your advice leaves me puzzled as to why the service was satisfactory until last weekend? 

Until the last year or so my upload speed would be considered close to and sometimes better than the national average. With fibre becoming more common-place the upload speed has increased and I hope that it will become an option for me later this year however I know that my speed is unlikely to improve until then.

Can you advise why the upload speed has only become a problem for me during the last week or so? 

[DaveCD]

Hi adam812,

I've checked everything here and apart from the internet speeds, all appears well.

Please advise me what lights you're seeing on the Sure Signal.

DaveCD