BTHome Hub 3/Sure Signal version 2

[jaypeecee]

I am utterly fed up with problems with my Sure Signal setup. Although I am using a SS version 2 with a BT Home Hub 3, I have no reason whatsoever to suspect my current problems are in any way related to the BT Home Hub 3. My WiFi connection is superfast (Infinity Option 1) and very reliable - I monitor my connection continuously using Net Uptime Monitor, which runs on one of my PCs 24/7.

Right now and for the last few hours, the SS version 2 has the red power LED on, the system LED flashing and the phone LED off. I have tried the reset procedure three times this evening - all to no avail. I cannot use the Vodafone network at present. What good is that? I can neither make nor receive phone calls or use mobile data, although the latter is less important.

Does anyone have any suggestions what to do other than chuck the Sure Signal in the nearest bin?

JPC

[waynec]

Not admitting to there being a fault is unfortunately kind of an industry norm in the comms industry.

I used to deal with thousands of BT lines (voice & data) in the city and the script (which Vodafone also seem to be adopting) goes something like:

1. Customer gets a fault so calls helpline/logs call.

2. Customer gets told it's probably their fault and to do resets/tests (the comms company does nothing at this point, what it does do is pass the blame to the customer removing any liability and buys time hoping the fault is fixed centrally and they never hear from them again).

3. The customer may also be told they will test the connection/service from the suppliers end, this never actually happens.

4. If customer still has a fault they make contact again. This time they will be told they will run some more tests on the line/service and will actually test and will fix the fault if it is found. Even if the fault is found they will call the customer to say no fault was found and ask if the line still broken (which it isn't as they just fixed it), this as they still don't want to admit to any form of liability.

5. Line is still broken so customer calls again, so they now admit fault and admit liability.

The above means that is a large number of cases the fault mysteriously disappears and the customer thinks it was something they did and all the way up until point 5 the supplier never admits any liability for the fault and therefore no penalties can be invoked by the customer.

Big difference is if you threaten to move thousands of lines out of the square mile you can bypass all of the above as opposed to having a few Suresignals and mobile phones which really don't mean squat when the supplier has over 19 million accounts.

[waynec]

Please read before moving/deleting.

There have been a lot of problems today and a lot of missinformation with people being told one thing via the phone help (we have a system wide problem) and another on the forums (no acknowledgement of any system wide problem).

So the question is, can we have a Suresignal Network Status sticky thread at the top of the page so we all know whats going-on?

It would save confusion, and save Vodafone forum tech support to get everyone to do the same thing over and over, unless this is of course a delaying tactic and a way not to admit liability (synical but the question has to be asked)?

This is not directly related to another thread I can see and this is a forum where we are meant to have a discussion so lets have one.

Wayne

[peterhanna19]

Exact same issue for last 3 days. Tried various resets. Broadband is BT Infinity.  Did a Trace Route:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  bthomehub (192.168.1.254)  3.651 ms  3.770 ms  2.822 ms
 2  * * *
 3  * * *
 4  31.55.185.228 (31.55.185.228)  23.463 ms  21.499 ms  20.955 ms
 5  195.99.127.60 (195.99.127.60)  24.800 ms
    195.99.127.16 (195.99.127.16)  28.516 ms  24.012 ms
 6  peer1-xe4-1-0.telehouse.ukcore.bt.net (213.121.193.152)  21.990 ms  22.139 ms
    peer1-xe2-1-0.telehouse.ukcore.bt.net (109.159.254.136)  21.311 ms
 7  lndgw2.arcor-ip.net (195.66.224.124)  27.361 ms  26.098 ms  24.845 ms
 8  85.205.0.93 (85.205.0.93)  24.129 ms  23.533 ms  22.593 ms
 9  * * *
10  * * *
11  * * *
12  * * *

[MarkMil]

Hi

My sure signal stopped working on friday. I've tried the factory reset procedure twice since then and still nothing.

My ISP is BT and its connected to a homehub5 on Fibre to cabinet infinity. download speed 47.29mb / upload 12.64mb

Sure signal ser no is 21818505634

The details of the tracert are as follows:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

1     2 ms     2 ms     3 ms BThomehub.home [192.168.1.254]

2   10 ms     9 ms     9 ms 217.32.145.3

3     9 ms   11 ms     9 ms 217.32.145.30

4   14 ms   15 ms   15 ms 213.120.181.182

5   20 ms   17 ms   14 ms 213.120.180.169

6   14 ms   14 ms   16 ms 217.41.169.109

7   13 ms   15 ms   15 ms acc2-xe-2-0-3.sf.21cn-ipp.bt.net [109.159.255.22

3]

8   21 ms   21 ms   20 ms core1-te-0-4-0-17.ilford.ukcore.bt.net [109.159.

251.53]

9   20 ms   21 ms   21 ms peer1-xe3-1-0.telehouse.ukcore.bt.net [109.159.2

54.213]

10   24 ms   25 ms   24 ms lndgw2.arcor-ip.net [195.66.224.124]

11   24 ms   22 ms   21 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.

Could someone look into this asap as we are unable to use our phones at home.

Thanks

Mark

[excloggy]

I want to add my disappointment and frustration to the many hundreds of posts on the same subject. Vodafone: where are you? When are you going to fix this problem? When will I be able to run my business the way I want to run it again? Will you compensate me for the days that I have had to go without the Sure Signal Service, a service that is vital to the health of my "small" business!! Not happy at all: especially as I've just renewed my contract and now feel like walking ...

[washy21]

I feel the same. So much missed work today and no signs of a solution. I'm really unhappy.

[Helpoutgill]

I purchased a Sure Signal yesterday and I too have wasted hours trying to set it up with my BT Hub3. When it failed to work I contacted Vodaphone Customer Support team on numerous occasions and was repeatedly told by different members of staff that I needed to get BT to open the list of ports they supplied me with and assign this configuration of ports to the MAC address on the Sure Signal plug. All of this stretched mine and BTs technical support staff to the limit and did not solve the problem. Only after many frustrating hours did a Vodaphone second tier technical support member of staff happen to mention that they were having technical difficulties with Sure Signal. Grrr! I am beginning to despair that I will ever get Sure Signal to work with my BT Hub3. Under normal circumstances does it normally just 'plug and play'?

[jaypeecee]

Does anyone know where I can obtain reliable crowdsourced data for 3G/HSDPA mobile phone coverage on networks other than Vodafone in Bracknell, Berkshire? I don't trust data provided by the network operators themselves and Open Signal maps seem to be OK for motorists travelling on main roads. No surprises there as these people are providing the raw data on which Open Signal depends!

JPC

[TedWalker]

Is this outage still going on? Do I assume there is still no point in trying?

In may case I have been trying to get this working since late August. The first unit was faulty, I had to take it to a store to replace, but no stores had any in stock. You can't phone a store to find out if they have stock, and each one is at least half an hour's drive away. Eventually I got a new unit, only now to find this issue.

I have been trying to work from home but can't make or receive calls. I moved my personal account away from Vodafone after years because of poor coverage. This may well convince my employer to move their business account away.

[Arforrabbit]

Mine is still down and theres no sign of vodafone techies telling us whats happening.

My business will definately be switching to an alternative provider when the contract is up. So far I've found some nice racing pigeons that will do the job for me....... Same speed and same mess :smileymad: