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EdwinK · ‎19-05-2015

I cannot believe that the wonderful Vodafone support folks continue to bury their heads in the sand in the face of overwhelming evidence that something has broken on the Vodafone network.

Just look at the recent posts - so many people with the same problem - lost connection to the Vodafone server - yet the support folks keep repeating the troubleshooting procedure and everyone just goes round in circles.

In my case, my SureSignal 3 has been working with my BT HomeHub 4 for ages. A few days ago it stopped working, just as so many other people on this forum have been reporting.

Nothing was changed on my HomeHub and there has not been a recent update, but Vodafone seem to be pointing the finger at everyone but themselves, even though the traceroutes show that the SS is reaching the Vodavone servers.

I have tried resetting the HomeHub and SureSignal and waiting for 24 hours, without success.

The SureSignal serial number is 40130423268 and it is showing as active on my Vodafone account.

I have run a traceroute, with the following results:

Microsoft Windows [Version 6.3.9600]

C:\Users\nnnnnn>TRACERT 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 4 ms 4 ms 4 ms BThomehub.home [192.168.1.254]

2 21 ms 20 ms 21 ms 217.32.141.12

3 21 ms 20 ms 21 ms 217.32.140.238

4 25 ms 23 ms 36 ms host109-159-245-18.range109-159.btcentralplus.com [109.159.245.18]

5 24 ms 23 ms 23 ms 31.55.164.71

6 24 ms 23 ms 23 ms 31.55.164.107

7 26 ms 26 ms 27 ms acc1-10GigE-0-2-0-6.bm.21cn-ipp.bt.net [109.159.248.108]

8 38 ms 31 ms 33 ms core2-te0-15-0-15.ilford.ukcore.bt.net [109.159.248.36]

9 34 ms 30 ms 40 ms peer1-xe2-1-0.telehouse.ukcore.bt.net [109.159.254.136]

10 34 ms 29 ms 33 ms lndgw2.arcor-ip.net [195.66.224.124]

11 31 ms 29 ms 29 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.

IP address: 31.50.86.119

Ping Test: 29 ms

Speed Test: Download 4.49 Mbps, Upload 0.61 Mbps

Having looked at the Port Forwarding settings, I cannot correlate the recommendations in this topic with the available options on the HomeHub 4, so I am not inclined to touch this unless someone can give me a step-by-step guide, although I do not see why this should suddently become necessary when it has been working for such a long time with upnp.

Oh, and I have also disabled Smart Setup in the Hub, as suggested in another topic. It has made no difference.

I would really appreciate some help with this.

papadelta · ‎20-05-2015

Hi

I have exactly the same problem.

My version 3 has worked well for a couple of years and then last weekend it failed to re-register following a number of power outages.

I have spent a long time doing the things suggested on this forum.

It just sits there with the power light flashing and a solid orange in service light. I understand this indicates that the unit isn’t active and has failed to connect with the network.

I have tried multple resets and waited 24 hours for it to connect on two occasions so far.

My serial number is 40131018091.

My ISP is EE and I am using their Bright Box router.

Speed Test results 6.73 Mbs Upload 0.38 Mbs Download

Ping 55ms Jitter 24 ms

External IP 95.144.122.85

C:\Windows\System32>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 BrightBox.ee [192.168.1.1]
2 35 ms 34 ms 34 ms 217.47.79.250
3 37 ms 34 ms 33 ms 217.47.86.161
4 40 ms 39 ms 39 ms 213.1.67.10
5 40 ms 39 ms 41 ms 87.237.20.128
6 47 ms 47 ms 47 ms 80.150.171.93
7 55 ms 54 ms 53 ms 87.190.232.58
8 53 ms 52 ms 52 ms ae22-xcr1.lns.cw.net [195.2.30.61]
9 * * * Request timed out.
10 * * * Request timed out.
etc

I am extremely frustrated. We have no signal here and I am missing important calls and messages on my cell phone.

Please can we have a definitive answer as soon as possible.

Regards

Luthers · ‎20-05-2015

Mine has done the same thing, with notable consequences in people not now being able to hear me on calls (the reason why I bought it in the first place). Again, I am using a BT Home Hub on a fibre optic connection, with just me using my service.

DaveCD · ‎21-05-2015

@EdwinK,

Everything looks fine with the results you've posted.

Please advise us of the lights you're seeing on the Sure Signal and test it using another Ethernet cable.

We're aware of an issue that some BT users are experiencing and you can check if you're in an area that's affected.

Your ISP can advise you how to amend the port settings on your router and the following need to be opened:

Ports to be opened for forwarding

8 (TCP & UDP)

50 (TCP & UDP)

53 (TCP & UDP)

67 (UDP)

68 (UDP)

123 (UDP)

500 (UDP)

1723 (TCP & UDP)

4500 (UDP)

33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

183.133.177-179

183.133.181-182

183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

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.

@papadelta,

Please test your Sure Signal at another location such as a friend or family members (preferably with a different ISP).

@Luthers,

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

Your ping test results

Your external IP address

The Sure Signal Serial number

The lights you're seeing on the Sure Signal

The results of a traceroute

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

DaveCD

EdwinK · ‎22-05-2015

Thanks DaveCD,

Having spend hours poring over a number of BT Homehub help forums, I cannot find a way to allow external IP addresses on my HomeHub 4.

Any suggestions please?

Also, I would like an answer as to why, after working OK for ages, I suddenly need to open ports and IP addresses when nothing has been changed at my end.

papadelta · ‎22-05-2015

Thanks DaveCD too

I took my Sure Signal to a friends house and it changed it's behaviour.

Solid power light with flashing white internet. The other two were off.

It kept resetting itself.

I brought it home, plugged it in and got the same sequence.

Now after 2 hours, it has logged on and I am reconnected!!!

No changes were made to the router settings.

Hopefully It will not go down again.

Has something been done at the Vofafone end?

Cheers

EdwinK · ‎24-05-2015

Please can someone explain what this means:

IP addresses to be allowed on the router & firewall

183.133.177-179

183.133.181-182

183.131.128-191

The BT Homehub does not have any settings that let me "allow" IP addresses, so what am I supposed to do and why do I hve to do this when everything has been working for ages until last week?

Jenny · ‎24-05-2015

Hi guys,

@EdwinK – You need to contact your ISP (internet service provider) for help with how to do this.

@papadelta – That’s great! It could be that just trying it at a different location sorted it.

Thanks,

Jenny

EdwinK · ‎24-05-2015

Thanks, but have you every tried to have a technical conversation with BT about broadband problems? It is virtually impossible to have a meaningful technical discussion, as all that they can do is run through the standard fault-finding script that they see on their screen.

Anyway, as far as BT are concerned, this is not their problem. My broadband is working OK and so was my SureSignal until just over a week ago.

Why can't anyone at Vodafone answer my question about why it has suddenly become necessary to open ports and IP addresses on my router when everything has been working fine until just over a week ago.

And how come there are so many other SS users who are having a similar experience (whether they are using BT or not)?

What is it that Vodafone are hiding from us about this that has let to the SureSignal going from being a happily working plug-and-play device to a brick?

Amanda · ‎27-05-2015

Hello @EdwinK

Unfortunately we're unable to give any information on this.

You'll need to contact your ISP for further help.

Thanks,

Amanda

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So many SureSignals have lost connection it has to be a Vodafone problem