Problems with Sure Signal 3

[NEIL-1958]

hi up graded modem from bt home hub 2 to 4

sure signal not working now

run the tracert

but cant copy 12 to 30 did say requset timed out

[Retired-Jamian]

Hi @NEIL-1958

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,

Jamian

[NEIL-1958]

so i upgraded from bt home hub 2 to 4

looking at sure safe i have staedy orange light far righ, flashing red far left

info you requested

ping 30ms

jitter 5ms

download speed 15.47mbps up 0.88

ip address86.190.175.161

tracert

1 <1ms 1ms 1ms bt home hub.home [192.168.1.254]

2 16ms 16ms 16ms 217.32.141.146

3 16 16 16 217.32.141.222

4 19 19 20 212.140.235.66

5 20 19 19 31.55.164.201

6 20 20 20 31.55.164.109

7 20 20 19  acc2-10GigE-0-5-0-6.bm.21cn-ipp.bt.net [109.159.248.228]

8 24 31 31 109.159.248.132

9 25 25 25 peer1-xe3-0-0.telehouse.ukcore.bt.net [109.159.254.215]

10 28 27 27 1ndgw2.arcor-ip.net [195.66.224.124]

11 26 26 26 85.205.0.86

12 to 30 all say

* * * request timed out.

serial number 40140936929

[Ben_H]

Hi @NEIL-1958

Thanks for those details. It looks like you're a BT Infinity customer, so you’ll need to log into your router admin page and select 'port clamping'.

I'd also recommend disabling 'smart setup'.

If you're unsure how to do this, please speak to your ISP.

Once this has been selected please restart your router and Sure Signal. 

Cheers,

Ben

[NEIL-1958]

am with BT but not got infinity

[NEIL-1958]

did both those and tried a reset again

when i hold the reset button on the sure safe for 30 secs the lights stay on ie one amber and one flashing red. when i let go the lights go of

tried longer than 30 secs same happens

[Amanda]

Hi @NEIL-1958

Thanks for getting back to us.

I've requested a sync from our side.

Once 24 hours has passed please perform another reset as follows - 

1. Locate the button on the base of the box next to the Ethernet ports.
2. Press and hold the button for approximately 30 seconds.
3. Once the lights come back on, release the button.

Thanks, 

Amanda 

[NEIL-1958]

ok will do 

as i said when i push reset button the lights dont go out no matter how long i hold it in

only go out when i release the button

[NEIL-1958]

i did the reset but still got the amber solid and red one flashing as before

as i said when i did the rest held the button down for at least 30 secs but lights didnt go of. they only went of when i let go

anyway still not working

[Retired-Laura]

Hi @NEIL-1958

Try the Vodafone Sure Signal in a different location and with a different Ethernet cable.

To see if this is an issue with the area that you’re using the Vodafone Sure Signal in or the device itself.

Cheers,

Laura