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

[algawa]

HiSukhi,

I would be grateful for your help as well.problem with sure signal,has not been working for almost 3 weeks.I had this problem previously.

speeed test: download 0.70  upload 0.38

ping  55ms

IP 81.154.221.10

sure signal serial number: 40113801985

vss traceroute :Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    15 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]
  2    41 ms    42 ms    41 ms  esr8.kingston4.broadband.bt.net [217.47.46.147]

  3    42 ms    42 ms   154 ms  217.47.46.77
  4    43 ms    43 ms    43 ms  213.1.69.54
  5    43 ms    43 ms    43 ms  217.41.168.103
  6    43 ms    43 ms    42 ms  217.41.168.237
  7    42 ms    43 ms    42 ms  217.41.168.109
  8   168 ms    62 ms    43 ms  acc2-10GigE-0-0-0-4.l-far.21cn-ipp.bt.net [109.1
59.249.194]
  9    54 ms    51 ms    48 ms  core2-te0-7-0-15.faraday.ukcore.bt.net [109.159.
249.143]
 10    41 ms    48 ms    43 ms  peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
 11    44 ms    43 ms    46 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    43 ms    44 ms    42 ms  85.205.116.2
 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.

Regards Matthew

[Ben_H]

Hi folks,

swaapc - Thanks for your details. Everything checks out OK on your results but I'm going to push a manual synchronisation through as your Sure Signal still hasn't contacted our servers since 11:34 back on the 8th. Can you reset the unit for me and give it an hour to come back online before using it?

algawa - Your speedtest results are below the minimum required for Sure Signal to work. Could you chat to your ISP about increasing your speeds? The Version 3 unit typically needs 4.13Mbps download and 0.37Mbps upload for service.

Cheers, Ben

[swaapc]

Hi Ben_h

Thanks for that. When I came down this morning everything was up and running. So far it has been working all day.

Any thoughts to what the problem was?

[Barneypete]

Hi Dave

The sure signal worked when you did a reset, but for the last 2 weeks have had no signal on 3 phones same as before 3 lights on have tryed reset can you check your end please

Thank You

Barneypete

[Retired-Dave]

Hi Barneypete,

I've given the Sure Signal a fresh resync, so reset it again for me.

If that doesn't help, it's best to check if anything has changed with the connection. Post the following for me:

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

Also, paste the results of a fresh traceroute here for me.

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 and press Enter.

On a Mac

- Open Terminal (Applications, Utilities).

- Type traceroute 212.183.133.177 and press Enter.

[Barneypete]

Hi

Have reset sure signal box as told but still not working have attach details you asked for.

Regards

Barneypete

[Barneypete]

Hi

Sorry attach to this message is file

Regards

Barneypete

[Retired-Andy]

Hi Barneypete,

Everything looks fine with the traceroute.

I’ve asked for the latest version of firmware to be pushed out to your Sure Signal.

This process can take up to 24 hours so, during this time, please don’t unplug or reset it.

One thing to check is that the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Let me know how you go on.

Thanks,

Andrew

[Barneypete]

Hi Andrew

Thank you for your help everthing is working great now getting full signal on all phones.

Regards

Barneypete

[mosland]

download 12.28mbps

upload 0.8mbps

ping 27ms

IP 83.137.176.132

Serial 40132733169