Sure Signal 3 with BT Home Hub 3 Problems

[bigcat49]

New to Vodafone. Live in a small village so Sure Signal seemed like a godsend. Reason I changed to Vodafone. No luck with SS3 connections. Opened ports as requested, IP is PPPOA, MTU field set to 1500. Download 6 MB, upload .36MB, iMac with latest O/S, so should work. I get a solid Red light and a 'slowly pulsating' white light next to it. Tried all manner of resets. No change. SS3 info. PN 3JR09113ABBA (V3 -EC - PLUG) S/N 40131013290. Dont know what else to do. Help !!!!!:smileysad:

[Ben_H]

Hi bigcat49,

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread with the details requested?

Cheers, Ben

[bigcat49]

Ben, the light sequence is not listed on your posting. The red light is solid and the internet light as stated in my original post, is going on and off very slowly, no other lights are lit. Its as though it is trying to connect but to no avail. What next ?

[Retired-Andy]

Hi bigcat49,

The light sequence you’re seeing indicates that the Sure Signal is being configured which would explain why it’s not showing as having connected to our servers yet. How long have you been seeing this light sequence?

If it’s more than 24 hours, can you then try your Sure Signal on a different internet connection (a friend, neighbour etc)? If the Sure Signal works there, it would indicate that there’s something in your current set up that may be preventing the Sure Signal from maintaining a stable connection to our servers.

Let me know how you go on.

Thanks

Andrew

[bigcat49]

Hi, its been like this for last couple of days, I have tested that the ports are all open and that seems OK. Reset several times, still same light sequence. If I get chance I will try on another connection. But is there anyway you could try resetting at your end?

Cheers

[Retired-Dave]

Hi bigcat49,

I've done a resync for you. Can you do a fresh factory reset for me to pick this up?

For Sure Signal version 1 or 2:

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

For Sure Signal version 3 (The built-in plug version):

• 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.
• The Sure Signal will come online in around 1 hour.

Can you also just try running a traceroute for me? This will help us see if anything's getting in the way.

• Open Terminal (Applications, Utilities)
• Type traceroute 212.183.133.177 and press Enter
• Paste the output of this command into your reply.

Dave

[bigcat49]

Done Traceroute as requested.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  bthomehub (192.168.1.254)  3.679 ms  2.452 ms  2.001 ms

 2  217.47.86.122 (217.47.86.122)  30.551 ms  28.038 ms  28.950 ms

 3  217.47.86.161 (217.47.86.161)  26.626 ms  27.672 ms  26.956 ms

 4  213.1.69.14 (213.1.69.14)  29.332 ms  28.556 ms  27.552 ms

 5  31.55.164.102 (31.55.164.102)  28.317 ms  28.792 ms  28.354 ms

 6  31.55.164.53 (31.55.164.53)  27.946 ms  28.580 ms  28.402 ms

 7  31.55.164.107 (31.55.164.107)  28.037 ms  29.548 ms  28.173 ms

 8  acc1-10gige-0-0-0-5.bm.21cn-ipp.bt.net (109.159.248.74)  27.619 ms  28.097 ms  27.966 ms

 9  core1-te0-15-0-17.ealing.ukcore.bt.net (109.159.248.34)  35.337 ms  37.016 ms  39.265 ms

10  peer1-xe0-0-0.telehouse.ukcore.bt.net (109.159.254.96)  35.381 ms  35.012 ms  36.007 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  39.639 ms  36.114 ms  40.492 ms

12  85.205.116.10 (85.205.116.10)  35.813 ms  36.327 ms  35.700 ms

13  * * *

14  * * *

15  * * *

Interesting, the reset button when pressed in does not seem to do anything until I release it and if I press a second time the lights clear and it starts again. ? Possibly a fault with my SS3?

Thanks

[Retired-Dave]

Hi bigcat49,

That traceroute's OK, and I wouldn't be too concerned at the moment with the Sure Signal reset lights. 

When you say you've set the port forwarding as advised, can you confirm which you've set up? For a BT Home Hub, it should be 8, 50, 123, 500, 4500  and 1723.

Also, please check and confirm the following:

 - The Ethernet port lights are either lit or flashing.

 - What happens if you try a different physical port on the router?

 - What happens if you try a different Ethernet cable?

 - Your external IP address from here.

Dave

[bigcat49]

Hi Dave, the only difference with your port settings are that in an email from you (vodaphone) one of the ports was 123, but you have typed 1123. Which is correct? Both ethernet lights are working. Tried different ports. Changed cables (the one from you was picking up wifi interference). The external ip address as far as I was aware was 86.170.216.143 but when I clicked on 'here' on your posting it was 86.170.184.3. I will try a third party ext ip tool and come back to you if different from what i stated.

Cheers

[bigcat49]

Hi Dave. Ran whatismy ip and it came up with the 86.170.184.3