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Solution

Suresignal 3 repeatedly stops working

thoward326
2: Seeker
2: Seeker

‎06-11-2013 05:38 PM

My suresignal 3 repeatedly stops working.  I have had a new device but that has not helped.  I have upgraded my internet connection to fiber,  still stops working.  It does connect for a time but loses it normaly in the middle of a call.  I work from home and need this to work reliably. I am currently waiting for a reset (about the 5th one) to complete but thought I would post my stats and have a VF techie take a look in case there is something wrong with my configuration.  I am using Sky for internet connection and that works fine for everything else including VPN connections to my office systems.

 

Speed test

Ping 18ms

Download 30.49 Mbps

Upload 8.75 Mbps

 

Pingtest

Line quality A

MOS 4.4

Ping 11ms

Jitter 1ms

 

IP Address 151.229.163.205

IP V6 ::ffff:97e5:a3cd

C:\Users\Tony>tracert 212.183.133.177

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

over a maximum of 30 hops:

  1     4 ms     3 ms     4 ms  SkyRouter.Home [192.168.0.1]

  2     *        *       16 ms  97e72002.skybroadband.com [151.231.32.2]

  3    21 ms    14 ms    15 ms  02780988.bb.sky.com [2.120.9.136]

  4    17 ms    11 ms    11 ms  ae99.edge3.London2.Level3.net [212.187.201.57]

  5    16 ms    11 ms    11 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  6    13 ms    11 ms    11 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]

  7    11 ms    11 ms    12 ms  ae-43-43.ebr1.London1.Level3.net [4.69.167.26]

  8    11 ms    18 ms    10 ms  ae-59-114.csw1.London1.Level3.net [4.69.153.126]

  9    11 ms    11 ms    11 ms  ae-120-3506.edge4.London1.Level3.net [4.69.166.5

 10    32 ms    30 ms    31 ms  195.50.122.66

 11    31 ms    28 ms    27 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.

 

Pingtrace

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  Snowdon.Home [192.168.0.11]

  1  SkyRouter.Home [192.168.0.1]

  2  97e72002.skybroadband.com [151.231.32.2]

  3  02780988.bb.sky.com [2.120.9.136]

  4  ae99.edge3.London2.Level3.net [212.187.201.57]

  5  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  6  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]

  7  ae-42-42.ebr1.London1.Level3.net [4.69.167.22]

  8  ae-56-111.csw1.London1.Level3.net [4.69.153.114]

  9  ae-119-3505.edge4.London1.Level3.net [4.69.166.1]

 10  195.50.122.66

 11  85.205.116.10

 12     *        *        *    

Computing statistics for 275 seconds...

            Source to Here   This Node/Link Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address

  0                                           Snowdon.Home [192.168.0.11]   1/ 100 =  1%   |

  1    3ms     2/ 100 =  2%     1/ 100 =  1%  SkyRouter.Home [192.168.0.1]     0/ 100 =  0%

  2   10ms     2/ 100 =  2%     1/ 100 =  1%  97e72002.skybroadband.com [151.231.32.2] 0/ 100 =  0%

  3  ---     100/ 100 =100%    99/ 100 = 99%  02780988.bb.sky.com [2.120.9.136] 0/ 100 =  0%

  4   14ms     1/ 100 =  1%     0/ 100 =  0%  ae99.edge3.London2.Level3.net [212.187.201.57] 0/ 100 =  0%

  5   12ms     1/ 100 =  1%     0/ 100 =  0%  ae-0-11.edge4.London2.Level3.net [4.69.200.126] 0/ 100 =  0%

  6   12ms     1/ 100 =  1%     0/ 100 =  0%  ae-3-3.ebr1.London1.Level3.net [4.69.141.189] 0/ 100 =  0%

  7   17ms     2/ 100 =  2%     1/ 100 =  1%  ae-42-42.ebr1.London1.Level3.net [4.69.167.22]  0/ 100 =  0%

  8   13ms     1/ 100 =  1%     0/ 100 =  0%  ae-56-111.csw1.London1.Level3.net [4.69.153.114]  0/ 100 =  0%

  9   14ms     1/ 100 =  1%     0/ 100 =  0%  ae-119-3505.edge4.London1.Level3.net [4.69.166.1] 0/ 100 =  0%   |

 10   33ms     1/ 100 =  1%     0/ 100 =  0%  195.50.122.66 1/ 100 =  1%   |

 11   41ms     2/ 100 =  2%     0/ 100 =  0%  85.205.116.10

Router Status

        Systems Details    ManufacturerModelFirmware Version
Sky
SR101
1.15j.2639.R
 
Modem          Modem Status
Connected
DownStream Connection Speed40000
UpStream Connection Speed9996
 
Broadband PortIP AddressNetwork TypeIP Subnet MaskGateway IP AddressDomain Name Server
151.229.163.205
MER
255.255.224.0
151.229.160.1
90.207.238.97, 90.207.238.99

 

Please help top get this working as it is becoming embarassing trying to explain that Vodafone does not work. 

0 Thanks
10 REPLIES 10

thoward326
2: Seeker
2: Seeker

‎07-11-2013 08:02 AM

The serial no of my device is 40131163632

0 Thanks

Retired-Andy
Moderator (Retired)
Moderator (Retired)
In response to thoward326

‎07-11-2013 03:34 PM - edited ‎07-11-2013 03:59 PM

Hi thoward326,

 

Everything looks fine with your traceroute, speed test and ping test.

 

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

 

If you’re facing an intermittent issue, it’s difficult to diagnose where the cause may lie.

 

Can you try the Sure Signal on a different internet connection, that of a family member or friend?

 

If it works once it’s gone through the set up process, then it would suggest there’s something in your current set up that’s preventing the Sure Signal form keeping a stable connection to our servers.

 

Let me know how you go on.

 

Thanks,

 

Andrew

0 Thanks

thoward326
2: Seeker
2: Seeker
In response to Retired-Andy

‎07-11-2013 04:01 PM

The problem has got worse... The device will; not connect it just cycles from solid red to solid red plus the first light flashing slowly.  It id becoming critical that I get this fixed as I am working from homa and struggling with people not being able to phone me.  PLEASE HELP

0 Thanks

Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to thoward326

‎08-11-2013 11:46 AM

Hi thoward326, 

 

Can you try what Andy mentioned in the post above so we know where is the issue lies? 

 

Thanks, 

 

Kay

0 Thanks

thoward326
2: Seeker
2: Seeker
In response to Retired-Kay

‎11-11-2013 10:27 AM

My ISP, SKY. refused to get involved in this.  They complained that they are having lots of people with this problem and that that never block ports but will not provide any information or support to help.

After much research I first set up a static IP address for the SS on my internal network then set up the following port forwarding on my  router.  My SS now connects and today so far I have not had any drop outs or poor quality calls.  I am hopeful that this has solved the problem but will not be sure for a week or so.  I would say that I found this whole process very frustrating and time consuming.  It would seem to me that Vodafone need to step up and provide either better software in their devices or at least publish better information on how to hack into your router.  The gap between ISP support and Vodafone is a loneley and confusing place that a customer should not have to live in.

                    

  # Enable Service Name Action LAN Server IP address WAN Users Log  Default

1SS8ALLOW always192.168.0.14 (8:8)0.0.0.0 (1:65535)Always
2SS50ALLOW always192.168.0.14 (50:50)0.0.0.0 (1:65535)Always
3SS53ALLOW always192.168.0.14 (53:53)0.0.0.0 (1:65535)Always
4SS68ALLOW always192.168.0.14 (68:68)0.0.0.0 (1:65535)Always
5HTTPALLOW always192.168.0.14 (80)0.0.0.0 (1:65535)Always
6SS67ALLOW always192.168.0.14 (67:67)0.0.0.0 (1:65535)Always
7SS123ALLOW always192.168.0.14 (123:123)0.0.0.0 (1:65535)Always
8SS500ALLOW always192.168.0.14 (500:500)0.0.0.0 (1:65535)Always
9BGPALLOW always192.168.0.14 (179)0.0.0.0 (1:65535)Always
10SS1723ALLOW always192.168.0.14 (1723:1723)0.0.0.0 (1:65535)Always
11SS4500ALLOW always192.168.0.14 (4500:4500)0.0.0.0 (1:65535)Always
12SS3445ALLOW always192.168.0.14 (33434:33445)0.0.0.0 (1:65535)Always
YesAnyBLOCK alwaysAnyAnyNever
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thoward326
2: Seeker
2: Seeker
In response to thoward326

‎11-11-2013 01:05 PM

No the SS dropped again in a call this morning at 11:31.  Just the Red light solid for a time then the flashing internet light for a time before the device re-connected (about 5 mins in total).  There was no other internet traffic at the time.  I would realy like to work with the technical folk to understand what the problem is. There must be logs at the Vodafone end that can be examined at that time to try and figure out the problem. 

0 Thanks

Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to thoward326

‎11-11-2013 02:51 PM

Hi thoward326, 

 

This sounds like latency on the line, if it was a Sure Signal fault then it's unlikely it would connect at all. 

 

We do have a team who can remotely connect to your device and run some tests to check this for you. 

Take a look here for how to get in touch and we'll contact you to discuss this further. 

 

Thanks, 

 

Kay

 

0 Thanks

thoward326
2: Seeker
2: Seeker
In response to Retired-Kay

‎12-11-2013 12:27 PM

I followed your instructions and got this;

'We don’t use this email address anymore, so our advisers won’t get your message. Don’t worry, you can chat to an adviser online instead – they’re available 24 hours a day, 7 days a week.'

 

Please advise

 

Tony 

0 Thanks

Retired-James
Moderator (Retired)
Moderator (Retired)
In response to thoward326

‎12-11-2013 05:43 PM - edited ‎12-11-2013 05:44 PM

Hi thoward326,

 

Please can you give this another go?

 

When you fill in the online form, you’ll need to make sure that the subject line is exactly how it's shown in the PM.

 

Without this, the email will bounce back.

 

James

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