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Solution

Sure Signal 3 stopped working on BT Home Hub 4

space_man_8
2: Seeker
2: Seeker

Sure Signal 3 stop working about a couple of months ago due to line been disconnected by Talktalk. Internet was with BT and the router is BT Home Hub 4. Bt reconnected the telephone line 2 weeks later but the Sure Signal would not work. Over the last few days I have been reading the threads and have tried all the suggestions of Port forwarding, Factory resets on the Sure Signals and home hub. been in contact with two technicians, one  with Vodafone the other with BT to no satisfactionfrom either.  The Sure Signal 3(plug type) FSN 40130421775 was bought 05th March 2013. and I registered in March. I have done the TRACERT 212.183.133.171 once with computer straight in the BT hub4 and a once with the computer going through the Sure Signal 3.  I have tried to find my IP address on the net and I keep getting different locations to where I am actually at, would this be a prolem of connections Here is the results first one computer straight to the BT hub and the second one with computer connected to the Sure signal.

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\stan>cd..

C:\Documents and Settings>cd..

C:\>tracert 212.183.133.177

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    27 ms    27 ms    27 ms  esr12.faraday3.broadband.bt.net [217.47.166.143]

  3    28 ms    28 ms    27 ms  217.47.166.30
  4    28 ms    28 ms    28 ms  213.1.69.6
  5    28 ms    28 ms    28 ms  217.41.168.102
  6    28 ms    29 ms    28 ms  217.41.168.57
  7    29 ms    28 ms    28 ms  217.41.168.107
  8    29 ms    28 ms    28 ms  acc1-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net [109.1
59.249.74]
  9    37 ms    30 ms    31 ms  core1-te0-0-0-7.faraday.ukcore.bt.net [109.159.2
49.5]
 10    28 ms    28 ms    28 ms  host213-121-193-129.ukcore.bt.net [213.121.193.1
29]
 11    29 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    30 ms    29 ms    30 ms  85.205.116.14
 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.

C:\>tracert 212.183.133.177

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    27 ms    27 ms    27 ms  esr12.faraday3.broadband.bt.net [217.47.166.143]

  3    30 ms    28 ms    28 ms  217.47.166.30
  4    29 ms    28 ms    29 ms  213.1.69.6
  5    29 ms    30 ms    28 ms  217.41.168.102
  6    27 ms    28 ms    28 ms  217.41.168.57
  7    28 ms    28 ms    28 ms  217.41.168.107
  8    28 ms    29 ms    28 ms  109.159.249.112
  9    35 ms    31 ms    32 ms  core1-te0-0-0-7.faraday.ukcore.bt.net [109.159.2
49.5]
 10    29 ms    28 ms    28 ms  peer1-xe-8-2-0.telehouse.ukcore.bt.net [213.121.
193.129]
 11    30 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    30 ms    30 ms    29 ms  85.205.116.14
 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.

 yours truly Stan Ps Forgot to mention Flashing power red light, solid amber 3rd light (five upright bars with a half circle above them) and no other lights. When resetting the sure signal the unit does not show any lights before pulling it out and it just goes back to flashing power light with solid amber 3rd light.

14 REPLIES 14

Retired-Dave
Moderator (Retired)
Moderator (Retired)

Hi space_man_8

 

The traceroute you've posted seems fine, but there are a few other details which may help us sort this.

 

Can you confirm the folowing for me?

 

 - Your speed test results from here.
 - Your ping test results from here.
 - Your external IP address from here.

Dave

space_man_8
2: Seeker
2: Seeker

Ping = 30ms Jitter 1ms

IP address= 86.154.103.75

Speed= 6.8Mg Down and 0.38 Up

The Ip address is saying Rochford Essex on one site and another is saying Crawley, where as I`m actually in West suffolk so how come its stating that I in either Rochford or Crawley.

I have had a power cut for a few minutes about  half hour ago and when it came back on I tried to see if my IP address was the same which to my surprise it had changed to 81.154.19.113.

Hi space_man_8,

 

Thanks for the extra information. Your speed test, ping test are fine and both the IP addresses you’ve mentioned are on our whitelist.

 

I’ve checked your serial number today and it’s showing as active, but hasn’t connected to our servers since 15 June.

 

To make certain your Sure Signal is as up to date as possible, I’ve just resynced it for you.

 

So that the resync completes, can you do a factory reset for me:-

 

  • Find the button on the base of the unit next to the Ethernet ports
  • Press and hold the button for approximately 30 seconds
  • Once the lights come back on, release the button
  • The Sure Signal will come online in around one hour

 

Let me know how you go on.

 

Cheers,

 

Andrew

The lights did not go out after thirty seconds ( power light flahing solid amber 3rd light ) then when I released the reset button the sure signal turn itself off so no lights showing including ethernet port light is off.

Its now been twelve hours since the Sure Signal unit switch itself off and its still showing no life. Should I turn the socket switch off then leave it for a few minutes before turning the switch back or just leave the socket switch on for another twelve hours to see if the Sure Signal unit comes back on by itself.

 

Hi space_man_8,

 

I've checked and the Sure Signal still hasn't connected. Can you check the following things for me?

 

 - Make sure the router's Maximum Transmission Unit (MTU) is set to 1500. If it won't go that high, just set it as high as it will go.

 

 - Check the following ports on the router are open for forwarding: 8, 50, 123, 500, 1723, 4500.

 

 - Are the lights by the Ethernet port on, flashing or off?

 

Dave

its been twenty for hours since I tried the reset which the Sure Signal unit shut down, there is no lights on the front and no lights by the ethernet ports underneath either. Should I turn the main switch off and then switch it back on?

Its now 11:45:00am , I have turn the power off at the socket and switch it back on three times first at 11:30am the light sequence came on as power light flashing plus the five bar symbol static amber pot lights at bottom of unit static green and yellow flashing every 3 seconds or so. tried factory reset the only thing happens is the lights do not go out after 30 seconds then when I release the reset button the power light goes to a solid state for 30 seconds  while other lights on the front do not show then the unit goes back to power flashing red and the five bar symbol static amber. the port are set to the required numbers. Plus on the BT Home Hub 4 there is nowhere I can find the MTU settings.