BT Home Hub 4 and Sure Signal 1

[devton]

I as with a lot of other people looking at this problem have the power light on and nothing else, i have tried all the recomended re-boots and have checked and the home hub has a connection to the VSS yet nothing seems to work, when i first had the new home hub it worked fine but all of a sudden (the past week) it has stopped any suggestions. Please dont be too technical just a simpleton looking for help

[Retired-Kay]

Hi devton,

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

Kay

[devton]

Thanks but none of the resets worked all I have now is the first and second light flashing in this sequence:-

First light on, first and second light on, second light on, first light on and then the sequence starts again.

The results requested are as follows:-

Speed = download 3.26, upload = 0.76

Ping = 34ms

IP address = 86.161.248.187

Trace =

C:\Users\pounceyd>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     2 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]
  2    26 ms    26 ms    25 ms  217.32.141.130
  3    21 ms    21 ms    25 ms  217.32.141.190
  4     *        *        *     Request timed out.
  5    29 ms    28 ms    28 ms  31.55.164.215
  6    29 ms    29 ms    30 ms  31.55.164.109
  7    29 ms    29 ms    30 ms  acc2-10GigE-0-7-0-4.bm.21cn-ipp.bt.net [109.159.
248.198]
  8    38 ms    36 ms    39 ms  core2-te0-15-0-0.ealing.ukcore.bt.net [109.159.2
48.142]
  9    33 ms    32 ms    33 ms  peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.112]
 10    34 ms    36 ms    35 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    35 ms    34 ms    34 ms  85.205.116.10
 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.

Serial No = 21221064195

[Retired-James]

Hi devton,

The light sequence you’ve mentioned sounds like the setup sequence when the Sure Signal is downloading and installing a new profile.

How long have you had this repetitive light sequence?

It did connect a couple of days ago but that doesn’t always mean its working.

When you did the reset, did you remove the Ethernet cable as well or just the power cable?

James

[devton]

It has had this light sequence since Sunday pm, I did remove the data cable at the same time as the power lead, this helped because before i was only getting the power light on

[Ben_H]

Hi devton,

Thanks for confirming. Has your ISP let you know of any new protocol on your line that may have coincided with when your service stopped? Things like over zealous firewalls can prevent the Sure Signal from connecting effectively. 

One way to rule this out without speaking to your ISP would be to test out the Sure Signal on another internet connection for a couple of hours at a friend, relative or neighbours (ideally someone using a different ISP to your own).

Cheers, Ben

[devton]

As far as I am aware no changes have been made to the protocol as for testing I have no where to test all close friends and relative aren't as stupid as me they have all changed to orange because they get a perfect full system inside and outside they don't have to pay for service and then pay again so they can use that service in there own home Any way that's something to consider when my contract is ready to change until then I will have to carry on so for an update all four lights are now on and are flickering not flashing but still not signal

[devton]

Has anyone got any update or is that the end of your support

[Retired-Dave]

Hi devton,

You mentioned all the lights were "flickering not flashing". That's strange as they should be solid, flashing steadily or off.

For a Sure Signal v1, all four lights on together would mean that it's active and has the maximum four simultaneous connections in progress.

As soon as the first light starts flashing, that would indicate a fault.

Either way, if you're not getting a connection at all, something doesn't fit.

Can you try something for me?

 - Go online and de-register the Sure Signal completely, unplugging all cables.

 -  Wait an hour or so for the system to refresh.

 - Plug the Sure Signal back in and re-register.

 - Do not add any numbers so that just the owner number is active on the registration.

Test it once it's re-configured before adding extra numbers. That way we can guarantee that it's not picking up multiple connections. Let us know if the light sequence changes.

Dave

[devton]

I have carried out your instructions and the following happened

Once I reconnected the VSS the power light came on it remained static for about a minute or so, then each of the lights came on in sequence one at a time, it then went back to the power light for a few seconds before all four lights came on a started to flicker again, not static or flashing. Still no signal