Two Iphones = did work on sure signal - now stopped

[seanmac]

I have had a sure signal for about a year. I have two iphones - a 5 and a 4s and I work from home. The phone signal is poor in the house (thick walls). Since I bought the sure signal it I have had a full signal on the phone however recently this has stopped. The lights appear to be in order and the phones are both on the sure signal account but I only have a max of two signal bars on both phones

VSS S/N is 40131164184

[Retired-Matt_Vo]

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

Matt
Moderator

[seanmac]

Thanks for your prompt reply,

Cant get it to work still,

Speed result - Download - 12.35mbps. Upload - .75mbps

Ping result - 34ms Jitter 6ms

External IP - 92.18.107.23

Sure signal serial no - 40131164184

I have a company laptop that will not let me do the traceroute. I have a macbook of my own but if you still need this can you let me have instructions of how to do this on the apple.

Many thanks and I look forward to hearing from you.

Thanks

Sean

[Ben_H]

Hi Sean,

Thanks for posting your details. Your results all look fine but the Sure Signal hasn't contacted our servers in some time.

I'm going to push a manual sync through for you. To complete the sync, I'll need you to:

• 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.

The Sure Signal will come online in around one hour.

Cheers, Ben

[seanmac]

Ben,

I've reset it and it appears to working fine now. Thanks very much for your help. Is this likely to be an ongoing issue? And do we have to go through the same process whenever it happens?

Cheers
Sean

[Ben_H]

Hi Sean,

I'm glad to see it worked. Normally, the updates go through automatically no problem The updates happen every few days.

If it doesn't go through, posting the details here will mean my team can give it a gentle push in the right direction.

Cheers, Ben