Sure signal problem

[sparks1993]

hi 

Please help my sagem sure signal box 3rd light won't light and i have very poor signal, i have received texts from vodafone over the last month saying it has moved  address but it hasn't .Tried resetting and set up again but still doesn't work on my phone or the two other phones in the household. serial number 21196827899  all the other lights are lit 

[drey_p]

Hi there

Sometimes you will get the message about having changed address when your router disconnects and then obtains a different IP address from your ISP.

Have you tried going through the SureSignal Troubleshooting Guide?

[Jenny]

Hi sparks1993,

Thanks for your post.

I’ve checked your serial number and everything looks fine.

So that I can look into this further please get back to me with the following:

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,

Jenny

[sparks1993]

Hi Jenny 

Your speed test results  10.72Mbps

Your ping test results 38ms  packet loss 0% jitter 1%

Your external IP address  92.6.128.57

The results of a traceroute.

. Microsoft Windows [Version 6.0.6002]

Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Alison>tracert 212.183.133.177

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

over a maximum of 30 hops:

  1     *        *        *     Request timed out.

  2    16 ms    16 ms    16 ms  host-92-6-128-1.as43234.net [92.6.128.1]

  3    17 ms    18 ms    17 ms  host-92-31-245-33.as13285.net [92.31.245.33]

  4    18 ms    18 ms    23 ms  host-92-31-245-40.as13285.net [92.31.245.40]

  5    20 ms    20 ms    20 ms  host-78-144-8-116.as13285.net [78.144.8.116]

  6    25 ms    26 ms    25 ms  host-78-144-8-5.as13285.net [78.144.8.5]

  7    25 ms    25 ms    25 ms  host-78-144-9-33.as13285.net [78.144.9.33]

  8    33 ms    33 ms    33 ms  xe-11-0-0-scr001.log.as13285.net [78.144.0.245]

  9    32 ms    31 ms    31 ms  host-78-144-0-99.as13285.net [78.144.0.99]

 10    34 ms    35 ms    35 ms  195.66.224.124

 11    34 ms    34 ms    34 ms  85.205.116.6

 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.

Your Sure Signal serial number:21196827899

 regards  Mark

[sparks1993]

HI  sent you these  results you asked for but you haven't got back to me ,still have no mobile signal at home   and have been waiting for a reply ??? 

[Retired-Lee]

Hi there sparks1993,

Sorry for missing your post.

The IP is on the whitelist.

Your trace route looks fine.

Speeds are great though I can't see your upload

The Sure Signal connected with our servers last night about half an hour before you posted.

Can you factory reset the VSS for me as I've just forced a resync?

If that still doesn't fix it you could try a spare ethernet cable. Beyond that another router and if there's still no signal, I'd try it on another connection such as at a friend, relative or neighbour's house.

Thanks,

LeeH