BT Home Hub 5 and Sure signal V3 not working

[nickdatson]

I have the same issue where VSS3 is not working after upgrading to HH5 from HH3 both on BT Infinity.  I have tried the usual resets and de-registering the VSS3 and re-registering but nothing works.  The cable is ok and the yellow light on the bottom of the VSS3 is flashing meaning the cable is fine.

On the VSS3 light one is flashing and light 4 is solid on.  Resetting does not work.

Strangely, I have a VSS1 in my garage that is working fine with the same HH5.

My details are:-

SS3 serial No. 42143527721

IP Address: 86.152.8.143

Ping 24 ms

Jitter 5 ms

Upload speed 1.00 Mbps

Download speed 12.1 Mbps

Tracenote

Microsoft Windows [Version 10.0.10240]

(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Nick>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.254]

  2    19 ms    20 ms    19 ms  217.32.141.10

  3    11 ms    11 ms    10 ms  217.32.140.238

  4    14 ms    13 ms    14 ms  host109-159-245-18.range109-159.btcentralplus.com [109.159.245.18]

  5    13 ms    13 ms    13 ms  31.55.164.41

  6    14 ms    13 ms    14 ms  31.55.164.107

  7    13 ms    14 ms    13 ms  109.159.248.89

  8    19 ms    18 ms    20 ms  109.159.248.180

  9    20 ms    20 ms    21 ms  peer1-xe0-1-0.telehouse.ukcore.bt.net [109.159.254.132]

 10    20 ms    21 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    20 ms    20 ms    19 ms  85.205.0.93

 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.

There is plenty of comments on the forum about NTU not being set up to 1500 on HH5 but nothing about how to change this.

Please help!!

[nickdatson]

I have the same issue where VSS3 is not working after upgrading to HH5 from HH3 both on BT Infinity.  I have tried the usual resets and de-registering the VSS3 and re-registering but nothing works.  The cable is ok and the yellow light on the bottom of the VSS3 is flashing meaning the cable is fine.

On the VSS3 light one is flashing and light 4 is solid on.  Resetting does not work.

Strangely, I have a VSS1 in my garage that is working fine with the same HH5.

My details are:-

SS3 serial No. 42143527721

IP Address: 86.152.8.143

Ping 24 ms

Jitter 5 ms

Upload speed 1.00 Mbps

Download speed 12.1 Mbps

Tracenote

Microsoft Windows [Version 10.0.10240]

(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Nick>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.254]

  2    19 ms    20 ms    19 ms  217.32.141.10

  3    11 ms    11 ms    10 ms  217.32.140.238

  4    14 ms    13 ms    14 ms  host109-159-245-18.range109-159.btcentralplus.com [109.159.245.18]

  5    13 ms    13 ms    13 ms  31.55.164.41

  6    14 ms    13 ms    14 ms  31.55.164.107

  7    13 ms    14 ms    13 ms  109.159.248.89

  8    19 ms    18 ms    20 ms  109.159.248.180

  9    20 ms    20 ms    21 ms  peer1-xe0-1-0.telehouse.ukcore.bt.net [109.159.254.132]

 10    20 ms    21 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    20 ms    20 ms    19 ms  85.205.0.93

 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.

There is plenty of comments on the forum about NTU not being set up to 1500 on HH5 but nothing about how to change this.

Please help!!

[DaveCD]

@nickdatson

It's odd that one Sure Signal works and the other won't.

Just so we have all the bases covered, please ensure that Smart Setup on your HH5 administration tools is disabled.

The lights indicate that there's an IP allocation issue, please check all the connections.

See what you need when configuring your router on our Vodafone Sure Signal troubleshooting thread.

DaveCD

[nickdatson]

I saw that this morning on another thread and have disabled Smart Setup.

No change even a few hours later and I have reset the VSS3.

Have also tried Port Frowarding as per other forum comments but that has made no difference.

Any further ideas?

Nick

[Sukhi]

@nickdatson

Are both Sure Signals connected to the same router? If so please try removing the version one to see if that makes any difference.  

There still hasn't been any connection from the version three to our servers. 

I'd recommend changing the NTU to 1500, for this you would need to login to your router. Your ISP can provide support on how to do this

[nickdatson]

Hi Sukhi,

Both are on the same router.  I have isolated the VSS1 and this made no difference.

The HH5 has no NTU setting and BT recommend altering port forwarding settings but that also seems to makes no difference.

As such, despite two years of various forums showing this up to be an issue, there does not seem to be an easy to follow solution.

Please help!!

[Retired-Sarah]

@nickdatsonTwo Sure Signals within the same location will be unable to work. 

Please can you unplug the Sure Signal that will be no longer in use and preform a reset on active Sure Signal:  

• Unplug the Ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.