request for rest

[andigoodman]

Hi: can  I request a reset please. lights 1 2 and 4 on but intermintent signal

serial number 21196917823

thanks

[Gemma]

Hi andigoodman,

Your Sure Signal made connection with the network on 27 September at 8.59pm.

If it’s still losing signal, please let us know 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.

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,

Gemma

[andigoodman]

thanks for the message...still intermtent..here's the results that you asked for...

apples-MacBook-Pro-760:~ apple$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.0.1 (192.168.0.1)  0.984 ms  0.629 ms  0.571 ms

 2  * * *

 3  ip-84-38-37-64.easynet.co.uk (84.38.37.64)  24.109 ms  27.437 ms  25.290 ms

 4  lndgw2.arcor-ip.net (195.66.224.124)  27.107 ms  25.311 ms  25.664 ms

 5  85.205.0.93 (85.205.0.93)  23.070 ms  23.160 ms  22.762 ms

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apples-MacBook-Pro-760:~ apple$ traceroute 212.183.133.177

ping: 34ms line quality A

ip address:94.15.157.50

speed: 15.35 Mbps

hope this helps..thanks

[Retired-Wayne]

Hi andigoodman,

Everything looks fine with your connection.

When you say the signal is intermittent, is the device still showing the correct lights? As though nothing is wrong?

Have you tried resetting the Sure Signal?

Thanks,

Wayne

[andigoodman]

Hi yes... Lights 1, 2 and 4 are on but signal drops out. When I do a reset and 'wait for all 4 lights' they never all cone on either....

[Ben_H]

Hi andigoodman, 

Your Sure Signal connected to our servers just after 9pm last night.

If you're seeing the same issues, please try an alternative Ethernet cable. Testing the unit at a friend or relatives house will also help rule out a hardware issue. 

Thanks, 

Ben

[andigoodman]

hi: we've changed over the cable and the issue is still occuring...please advise what i can do next as this is a real issue as running a business from home is proving difficult without a stable phone signal

[Jenny]

Hi andigoodman

I recommend you test this at a friend or relatives house (preferably with a different router), as this will help us to find out if it’s a fault with the Sure Signal.

Thanks,

Jenny

[andigoodman]

Hi: due to the intermittent fault its it really practical to take it somewhere else and wait. We have tried a different Ethernet cable and we have now tried a different router and the issue is still the same....

[Ben_H]

Hi andigoodman,

Testing it on another internet connection helps rule out a hardware fault. If the unit works there, it means it's something to do with your ISP. 

If not then it means it's the Sure Signal that needs repairing or replacing if it's out of warranty. 

It could save you wasting time arranging a repair, or paying for another unit needlessly. 

Cheers,

Ben