Vodafone sure signal keeps cutting out the internet

[Moysie]

Hi can anyone help. My VSS is connected to my BT home Hub4 but everytime the land line rings the internet drops out and then takes 5 - 10 minutes to come back online. Can someone explain why this happens. Is this a common fault? had no problems until now. Thank you

[Retired-Andy]

Hi Moysie,

If you have a low line speed, when a call comes in the Sure Signal will take that bandwidth to keep the connection open with our servers.

In doing so, it may affect any internet connections you have.

So that we can see what’s happening, we’ll need some additional information from you. Can you provide the following please:-

Your Sure Signal serial number.
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

[Moysie]

Hi Andrew thanks for the response,

Serial Number is 40124150059

Speed Test 1.07 MBPS

Ping 121 MS

IP Address 86.131.49.28

How do I do trace route on a Mac??

Thanks

[Retired-Dave]

Hi Moysie,

Thanks for that. The IP's fine and I've given the box a resync so you'll need to reset it:

For Sure Signal version 1 or 2:

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

For Sure Signal version 3:

• 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 1 hour.

If that doesn't help, the traceroute should. Here's the Mac instructions:

• Open Terminal (Applications, Utilities)
• Type traceroute 212.183.133.177 and press Enter
• Paste the output of this command into your reply.

Also, there should be different speeds for upload and download, but it looks like you only posted one. Can you confirm both for me?

Dave

[Moysie]

Hi Dave thanks for all that.

The speeds are Downlaod 1.07 mbps

Upload 0.20 mbps

Thanks

[Retired-James]

Hi Moysie,

The problem that you have is that your broadband speeds are not good enough to use the Sure Signal.

We need a minimum of 1Mbps Download and 0.3 Mbps upload.

I’d have a word with your internet provider about getting these speeds increased.

James