Suresignal v1 - not connecting to any phone

[taks]

We have a suresignal in a holiday house and use it infrequently.  The 3 normal lights are on, but none of the registered phones can  connect.  We have not changed ISPs or SIMS since the last visit.  We have tried to reset the device according to instructions here - but it makes no difference.

What can i do now?

Thanks

[taks]

Serial No is 21027983457

Thanks

[Retired-Lee]

Hi,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

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

LeeH

[Retired-Andy]

Hi taks,  

Has the Sure Signal previously worked correctly for you?

I’ve checked the serial number and can see it connected to our servers last night at 19:31, are you still unable to connect?

To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

If this doesn’t work for you, we’ll need some additional information from you. Can you provide the following please:-

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

[taks]

Below is the information - but as I said, it worked fine - weve been away - it's not working. So broadband speed etc are all fine (and better than they were).

Ping 55ms
Download 3.10 Mps
Upload 0.15Mps

External IP 86.133.28.35

Ping test

Ping 411ms
Jitter 182ms
Packet loss 0%

Tracert test

C:\Users\TomAKS>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 7 ms 3 ms 2 ms READYSHARE [192.168.20.5]
2 36 ms 27 ms 28 ms 217.47.107.58
3 248 ms 261 ms 189 ms 217.47.107.161
4 325 ms 85 ms 89 ms 213.1.69.42
5 37 ms 40 ms 33 ms 217.41.169.209
6 106 ms 150 ms 105 ms 217.41.169.109
7 381 ms 208 ms 216 ms 109.159.251.247
8 318 ms 236 ms 94 ms core1-te-0-4-0-17.ilford.ukcore.bt.net [109.159.
251.53]
9 41 ms 115 ms 40 ms peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.
254.122]
10 285 ms 162 ms 243 ms lndgw2.arcor-ip.net [195.66.224.124]
11 589 ms 616 ms 593 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.
C:\Users\TomAKS>

[Retired-James]

Hi taks,

Looking at the information you’ve given, I can see a few problems.

Your upload speed needs to be a minimum of 0.3Mbps.

Your Ping needs to be less than 200ms.

Each hop on your traceroute needs to be less than 200ms.

You will need to speak with internet provider about your connection to sort these issues out.

James

[taks]

There';s not a lot the ISP can do about ping results - but as I say the suresignal was working fine - even when we had a lower speed broadband connection.

[taks]

and your own faq say

Home broadband: You need a fixed-line home broadband connection with a minimum speed of 1 Mbit/s. Sure Signal works with the majority of routers and broadband providers.

Nothing about upload speed or ping speeds

[Ben_H]

Hi taks,

Much of the other details such as upload and ping requirements are covered in the initial sale and set up process. You mentioned that your ISP hasn't changed. Have you spoken to them about the speed difference since you last used the Sure Signal to find out why it's degraded? 

Cheers, Ben

[taks]

Hi - it's not degraded - it's got better!  It used to be a 1 meg service, now it's 3-4 meg.