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Solution

Sure Signal 2 BT Home Hub 3 - System & Phone Lights continually flash

woodyis007
2: Seeker
2: Seeker

VSS received 04/09. Successfully registered on day.

 

Both lights continually flash for several days. 

 

Factory reset completed as suggested by Simon from Tech Team

 

Tests completed as detailed below

 

SPEEDTEST

Download: 3.12 Mbps

Upload: 0.36 Mbps

Ping: 36ms

 

EXTERNAL IP ADDRESS

86.140.62.229

 

PING

Ping test results - Packet Loss 0% - Ping 17ms - Jitter 2ms

 

traceroute

Tracing route to 212.183.133.177 over a maximum of 30 hops

 

  1     1 ms     2 ms     2 ms  BTHomeHub.home [192.168.1.254]

  2    13 ms    14 ms    12 ms  217.32.145.135

  3    15 ms    13 ms    13 ms  217.32.145.158

  4    13 ms    16 ms    14 ms  213.120.177.10

  5    22 ms    24 ms    15 ms  217.41.168.79

  6    14 ms    15 ms    16 ms  217.41.168.107

  7    15 ms    13 ms    14 ms  109.159.249.64

  8    16 ms    22 ms    15 ms  core1-te0-7-0-4.faraday.ukcore.bt.net [109.159.2

49.33]

  9    15 ms    17 ms    16 ms  host213-121-193-97.ukcore.bt.net [213.121.193.97

]

 10    18 ms    18 ms    17 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 11    18 ms    14 ms    15 ms  85.205.116.14

 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.

 

SURE SIGNAL SERIAL NO

40123201225

 

 

Over 24 hrs later, same problem experienced. 

 

Highly concerned given no. of reports seen on here.

 

Please advise accordingly

 

Vodafone A/C (number removed for customer security) refers

63 REPLIES 63

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi williamz0,

 

Thanks for the update. The postcode update is only needed if it's a permanent change as it's used to let the Emergency Services know the location of the originating call should you need to speak to them using the Sure Signal connection. As this is just a temporary test, you'll be fine keeping it as is until you make a permanent location change in future. :Winking_smiley:

 

Let us know the outcome once you have a chance to test.

Cheers, Ben

 

Hi - ok it has been impossible to go to a neighbour or friend's house and change their router settings, open ports etc as they obviously weren't keen on this.

 

So I have bought another Suresignal and registered/ set this up online, added users etc and have exactly the same issue. The lights flash for a while then it reverts back to the power light. No signal improvement.

 

I have now also plugged my existing SureSignal in to my router in the hope of getting this to work. I tried to add this as a new SureSignal via the online control panel but it recognised this as an existing Sure signal already registered under that serial number. So I deleted this version of SureSignal.

 

Then went to add it again but it still picks up the serial number as still being registered.

 

So now I have 2 SureSignals that don't work!

 

Very frustrating as this was working fine AFTER moving to BT Broadband and opening ports etc.

 

I enabled port clamping on 29th January but this made no difference.

Hi williamz0, 

 

This is a bit of a puzzler, and you've pretty much ruled out your Sure SIgnal by buying and testing another.

 

I'd like to dig a little deeper on this so I've sent you a PM with instructions on how to contact the team, follow these and we'll be in touch as soon as we can.

 

You can find your PM inbox here



Paul 

Hi - Andy tried calling today but i was out so missed his calls. He sent an email message to do a factory reset on the SureSignal which i have done but the usual flashing lights then reverts back to just the power light and no signal improvement.

 

Just tried calling back but the guy who answered wasn't even sure what the eForum and Web Relations team were.

 

he did say that ALL SureSignals were having problems today....

 

Is there a direct line number I can talk to Paul or Andy on to avoid confusion please?

Hi williamz0, 

 

We don't have a direct dial number I'm afraid so you can't call through to us - I've just called and left you a voicemail, I think we need to escalate this one to our second line technical support as we've been unable to resolve this over the eForum.

 

I've sent you an email, reply to this with the best times/number for us to call you on and we'll be in touch as soon as we can

 

Paul

Hi Paul - sorry I missed you however generally around daytimes as I work from home. Obviously the landline is the best number to call me on as my SureSignal doesn't work :0)

 

However I did get to speak with someone yesterday afternoon who hand me over to a technical guy who logged into my PC remotely and carried out lots of ping tests to see what is going on.

 

He was going to analyse the results he got and phone me back on Monday.

Hi williamz0,

 

Thanks for the update here, if you can update us on Monday with how things go then we can intervene if required.

 

James

Hi,

 

I am hugely frustrated with not being able to get my Sure Signal V2 working with my BT Home Hub 3 and from this and other threads, I see that I am not alone.

 

I am getting a steady power light, the other two lights flashing for around 10-15 minutes and then going out. This happens after doing full resets which I have now done a number of times with no success. I have enabled port forwarding on the BTHH3, on ports 8, 50, 123, 500, 1723, and 4500, both TCP and UDP. I have also enabled port clamping, and placed the VSS into DMZ. ANd yes, I have had a text from Vodafone (more than 24 hours ago)  confiming that the Sure Signal is registered. I can't confirm this through My Vodafone as it is, surprise surprise, down. This seems to cover pretty much all the advice that I can see over a number of threads.

 

I cannot see anything more that I can do to make this work. As requested in some threads by Vodafone advisers, here are my findings from tests as follows:

 

Speed Test

 

Download speed - 58.24 Mbps

Upload speed - 15.66 Mbps

 

Ping Test

 

Ping - 67ms

Jitter - 2ms

 

External IP address

 

146.90.175.67

 

Traceroute

 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 2.357 ms 1.999 ms 2.348 ms
2 lo0-central10.ptw-ag03.plus.net (195.166.128.197) 25.355 ms 27.305 ms 25.232 ms
3 link12-central10.ptw-gw02.plus.net (84.93.248.86) 25.064 ms 99.938 ms 24.822 ms
4 xe-7-2-0.ptw-cr02.plus.net (212.159.1.22) 46.055 ms 41.481 ms 43.234 ms
5 ae2.ptw-cr01.plus.net (195.166.129.4) 46.467 ms 38.263 ms 40.415 ms
6 lndgw2.arcor-ip.net (195.66.224.124) 52.564 ms 46.587 ms 49.918 ms
7 85.205.116.6 (85.205.116.6) 25.800 ms 25.513 ms 26.075 ms
8 * * *
9 * * *
10 * * *

 

VSS Serial Number

 

40113853416

 

Thanks in advance for any help offered!

 

Paul

Hi pauljcarr,

 

I’ve checked your serial number today and can see that your Sure Signal (VSS) last connected to our servers on 16/2/13. Are you able to try the VSS on a different internet connection? If it works, it allows us to rule out the VSS as being faulty.

 

If, after you’ve tried the above, your VSS still doesn’t work, we’ll need to investigate further. To get the ball rolling, I’ve just sent you a PM.

 

You can find your PM inbox here. If you can’t access this link, please ensure that the box next to “Turn on private messages” is ticked on this page, and let us know if you need any further assistance.

 

If you can follow the details in the PM, we’ll be in touch as soon as we can.

 

Thanks

 

Andrew

Thanks Andrew for your PM which I have now taken action on as advised.

 

The VSS was previously owned and I got it on 16th February. I registered it and tried to connect to no avail. I then went on holiday for a few days and deregistered with a view to reregistering on my return. This I did on Saturday the 23rd but have the same flashing lights for 10 minutes, then nothing.

 

:Sad_face: