Lights: power - flashing, internet - off, service - off, use - solid orange)

[Toby01]

We have had our SSV3 for 7 months and it has been working perfectly. We turned it off when we went away recently and when we turned it back on, we have had the above problem. We have tried all the recommendations in the troubleshooting section but nothing has changed.

Our details are 

Router               BT Hub4

ISP                   BT

SS Serial           40131557536

Ping                  71

D/L Speed          7.39

U/L Speed          0.38

IP                      213.122.199.178

Regret we have received the following message when we try the Traceroute: 'tracert is not reconized as an internal or external command'

Any help to resolve this problem would be much appreciated

[Retired-Andy]

Hi Toby01,

Your speed test, ping test are fine and your IP address is on our whitelist.

The lights that you’re seeing show that the Sure Signal’s having problems connecting to the router.

Check to make sure that the Ethernet cable connections are secure and if they are, try a different cable to see if this fixes the issue.

To do a traceroute:-

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.

Let me know how you get on.

Cheers,

Andy

[Toby01]

Hi Andy

Thanks for your prompt reply.

I have tried different ethernet cables as well as different ports. All other devices connected by ethernet are working well.

Please see the result of the Traceroute below:

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

  1     1 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    33 ms    33 ms    33 ms  217.47.130.122
  3    31 ms    32 ms    35 ms  217.47.130.193
  4    38 ms    38 ms    39 ms  213.1.69.30
  5    38 ms    36 ms    37 ms  31.55.164.103
  6    40 ms    37 ms    36 ms  31.55.164.201
  7    37 ms    36 ms    37 ms  31.55.164.109
  8    39 ms    38 ms    38 ms  acc2-10GigE-0-2-0-4.bm.21cn-ipp.bt.net [109.159.
248.232]
  9    49 ms    46 ms    47 ms  core1-te0-15-0-17.ilford.ukcore.bt.net [109.159.
248.174]
 10    41 ms    40 ms    41 ms  peer2-xe3-1-0.telehouse.ukcore.bt.net [109.159.2
54.229]
 11    42 ms    41 ms    42 ms  166-49-211-198.eu.bt.net [166.49.211.198]
 12    48 ms    41 ms    40 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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.

Thanks

[DaveCD]

Hi Toby01

I've checked and can see we're unable to connect with the device.

This may be down to the BT Hub4 but as you mention it was working before I won't rule anything else out just yet.

Is it possible to try the Sure Signal on a different connection such as a friend or family members?

Can you also advise me which lights you're seeing?

DaveCD

[Toby01]

Just to be clear, do you want me to simply plug in the SS at another location (with power and ethernet cables) and see what happens, or do you want me to completely re-register the SS at the new location ?

Thanks

[Gemma]

Hi Toby01,

Once you’ve plugged in your Sure Signal via a different connection, please go to your My Vodafone and change the location to where you’re testing it.

Please let us know how you get on.

Thanks,

Gemma

[Toby01]

Dear Gemma

I have oved the SS to my father in law's house and changed the location. Regret we still have the same problem.

Best regards

[Toby01]

Hi Dave

Many thanks. The lights that we are seeing are Power-flashing and use-solid orange only. When we reset, we have Power - solid and no other lights for about one minute until it reverts to the above.

Not sure why it should be the Hub4 as it is working well with our internet TV and wi-fi, amongst other things.

I will try to connect to my father-in-law's modem tomorrow even though it is very old and slow.

Toby

[eoinjennings]

Hi,

I have the same problem.  

I have tried 2 different cables.

This is my traceroute.

Ping test and speed checkers were fine.

Please suggest.

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\m        cnvxbnxcgbh>tracert 212.183.133.177

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

over a maximum of 30 hops:

  1   162 ms    <1 ms    <1 ms  SkyRouter.Home [192.168.0.1]

  2     *        *        *     Request timed out.

  3    13 ms    14 ms    14 ms  02780a5b.bb.sky.com [2.120.10.91]

  4    25 ms    13 ms    13 ms  ae51.edge6.London1.Level3.net [212.113.9.53]

  5    12 ms    12 ms    12 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

  6    13 ms    12 ms    12 ms  ae-225-3601.edge3.London1.Level3.net [4.69.166.1

46]

  7    12 ms    12 ms    12 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124

.138]

  8    12 ms    12 ms    12 ms  195.2.30.61

  9     *        *        *     Request timed out.

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 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.

[Retired-Kay]

Hi eoinjennings, 

Can you let me know your Sure Signal serial number? 

Thanks,

Kay