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12-08-2013 10:35 AM
Good morning
We had a power cut whilst I was on holiday and niow I cannot get the SS box to play nicely, will you force a resync manually please.
SS 2120681096
Is there a problem with SS1 and a BT Home Hub 4. I had problems a few weeks ago when I had to disconnect my broadband feed which was evemtually sorted out with a manual resync.
Thanks
Alan
12-08-2013 01:22 PM
Hi
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
Matt
Moderator
12-08-2013 09:14 PM
Good evening
The test results:
Speed test Download 39.29 Mbps
Upload 14.48 Mbps
Ping Test 23ms
Jitter 3ms
IP address 31.53.64.157
Trace Route
Tracing route to 212.183.133.17 over a maximum of 30 hops
1 <1 ms <1 ms 1 ms BThomehub.home [192.168.1.254]
2 11 ms 13 ms 13 ms 217.32.141.0
3 9 ms 8 ms 8 ms 217.32.140.206
4 13 ms 14 ms 14 ms 217.32.141.226
5 15 ms 16 ms 18 ms 31.55.164.41
6 12 ms 12 ms 12 ms 31.55.164.107
7 16 ms 18 ms 19 ms acc1-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.248.114]
8 27 ms 25 ms 25 ms core1-te0-2-5-0.ealing.ukcore.bt.net [109.159.248.0]
9 24 ms 26 ms 26 ms host213-121-193-144.ukcore.bt.net [213.121.193.144]
10 22 ms 23 ms 22 ms lndgw2.arcor-ip.net [195.66.224.124]
11 22 ms 21 ms 21 ms 85.205.116.2
12 * * * Request timed out.
Serial number 2120681096
I have been through this exercise last time I had a problem and that took two weeks to resolve. It seems that everytime I have an interuption in the power supply, and that is likely to happen a few times in the near future because of building work in my house,my SS box has a problem.
This is becoming a major problem to me.
thanks
Alan
14-08-2013 08:32 AM
Carried out a reset as described yesterday, this morning LED 2 is still flashing. Just done another reset. I'm going to give up until the building work has been completed which could be another 2 weeks meaning that I'll have lost 3 weeks service at home, what about a rebate?
This really shouldn't keep happening. Why does the SS box fail to sort itself out following a power cut or interuption to the broadband signal? It is a complete pain, I'm thinking of giving up with vodafone and going somewhere else because the main reason for choosing vodafone was the SS box.
Alan
14-08-2013 10:15 AM
Hi Alan,
All is fine with your traceroute and the new IP details you've supplied. Is there any way you can have your router use a fixed IP for the Sure Signal as chances are when a new one is assigned after each power failure then the unit needs a factory reset and registration reset to pick up the fresh details.
Could you also re-check the Sure Signal serial number you provided as 2120681096 isn't coming back with any search results on my end.
Cheers, Ben
14-08-2013 05:49 PM
Ben
I can't have a fixed IP address from BT. I made a mistake with the SS serial number it is 21230681096.
Alan
15-08-2013 01:09 PM
Hi Alan,
Thanks for confirming the Serial Number.
I've performed a manual re-synchronisation for you. As ever, please reset your unit and wait up to an hour for the Sure Signal to come back online to complete the action.
If you're going to have interrupted power and connectivity with your router over the coming weeks then we may have to do more synchronisations. I'm confident once your building work is finished that this won't be an issue in future.
Cheers, Ben
18-08-2013 11:54 AM
Ben
I have tried a number of re sync's not of which have worked.
I'm not satisfied with the service I'm getting form my SS box, it shouldn't be this difficult to make the thing work!
Alan
12-08-2013 02:33 PM
Hi windy-ward,
I’ve just performed the resync for you. To make sure the resync completes, can you perform a factory reset:-
Let me know how you go on.
Thanks
Andrew
18-08-2013 12:36 PM
I seem to have the same problem as others here. My S/S was turned off for a few hours and now neither of the two registered phones have any signal.
The S/S had been working just fine for several months but now although lights 1+2 & 4 are lit and steady, we have no signal at all.
I have tried the reset procedure a couple of times but still no joy.
Help please! We are very dependant on our phones and without S/S we get no signal and can't use our phones.