Sure Signal / BT Home Hub 5, still not working.

[debbieh]

Hi,

I've registered (again) the Sure Signal, serial number 40131145936 and after a device reset, still have Power - flashing, Internet - off, In Service - orange, In Use - orange.

Followed troubleshooting and have the following results:

http://www.speedtest.net/my-result/3217068215
http://www.pingtest.net/result/91543540.png

IP - 31.53.179.190
IPv6 - ::ffff:1f35:b3be

Tracert results as follows:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\user>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    16 ms    17 ms    21 ms  172.16.14.19
  3     *       21 ms    19 ms  213.120.158.174
  4    16 ms    53 ms    40 ms  213.120.158.173
  5    19 ms    20 ms    19 ms  212.140.206.98
  6    19 ms    21 ms    19 ms  217.41.169.91
  7    20 ms    19 ms    19 ms  217.41.169.109
  8    19 ms    20 ms    19 ms  acc2-xe-0-2-0.sf.21cn-ipp.bt.net [109.159.251.19
3]
  9    24 ms    27 ms    28 ms  core1-te-0-0-0-14.ilford.ukcore.bt.net [109.159.
251.161]
 10    26 ms    32 ms    27 ms  host213-121-193-152.ukcore.bt.net [213.121.193.1
52]
 11    25 ms    28 ms    25 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    25 ms    27 ms    25 ms  85.205.116.2
 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.

Please help, it's driving me nuts that I have no signal / can't get it working!

Thanks, Debbie

[Retired-Dave]

Hi debbieh,

The details there all look fine.

I've resynched the Sure Signal at this end, so can you try this amended reset to see if it helps?

• 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.

I'd also double-check that the following ports and IP addresses are allowed. They should be picked up automatically, but as you're having issues I'd double-check.

Ports to be opened for forwarding on the router:

• 8
• 50
• 123
• 500
• 1723
• 4500

IPs allowed on the router and firewall:

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

Dave

[Bcp]

I have a home hub 5 on BT infinity with ports 8, 50, 500, 4500 and 1723 all open to the sure signal with port clamping enabled.

The sure signal has a flashing red light and signal and phone orange lights on constantly.

I have a ping of 12ms with a jitter of 1ms speed is 69.91Mbs down and 18.77Mbs up

IP is 81.149.107.156 Serial number is 40134650213

I have run a trace with the following results

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Bernie>tracert 212.183.133.177 Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:  

1     3 ms     3 ms     4 ms  BThomehub.home [192.168.2.1]  

2    11 ms     9 ms     9 ms  host81-139-128-1.in-addr.btopenworld.com [81.139.128.1]  

3    12 ms    10 ms     9 ms  213.120.178.141  

4    11 ms     9 ms     9 ms  213.120.177.98  

5    14 ms    10 ms     9 ms  217.41.168.75  

6    10 ms    15 ms    15 ms  217.41.168.107  

7    11 ms    10 ms     9 ms  109.159.249.106  

8    13 ms    14 ms    14 ms  core1-te0-0-0-5.faraday.ukcore.bt.net [109.159.249.43]  

9    11 ms    10 ms    10 ms  peer1-xe8-0-0.telehouse.ukcore.bt.net [109.159.254.173]  

10    14 ms    13 ms    14 ms  lndgw2.arcor-ip.net [195.66.224.124]  

11    11 ms    13 ms    13 ms  85.205.116.2  

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.

Any help would be great

[lexham]

Hi there Bcp - I can understand what you're feeling right now.  I've been through the cycle of portforwarding, DMZ, clamping and whatever else the good technical gurus have advised and so far, not a spark of life from the suresignal and BT homehub 5 combination.

I've just done a full reset and the only thing I've done is put the suresignal into a DMZ (under advanced settings).

It's so strange that it's supposed to just work, yet the Ausus and BT openreach modem combination work in about 5 minutes.

Maybe we need a poll on the forum to see how many HH5 users on FTTC are actually able to get the SS working.

There's at least the two of us that are having issues.  I hope we're the exception rather than the rule.  🙂

[Bcp]

I have tried everything now that I can think of.

Looks like I have no option but look at changing contracts on 4 handsets and take the new sure signal 3 back.

What a waste of time that was !!!

[Jenny]

Hi guys,

Bcp - Please try a full reset as follows:

-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 be back online in around 1 hour.

Lexham – If you log into your Home Hub 5 admin panel, do you see an option to change it from FTTC? If so, what options do you have?

Thanks,

Jenny 

[Bcp]

Hi Jenny

Thanks for that but I tried this several times over an 8 Hour period but still no life.

I think its about time Vodafone and BT got together and sorted this out.

This unit should work out of the box without playing with ports etc.

I have returned the 3rd generation sure signal and been given a full refund.

Over the next few weeks I will have a play with my origional SS but if I fail to get this up and running its in the bin.

I will then have to go to another provider for my 4 contracted handsets or install an ileagal booster to get a signal.

[Ben_H]

Hi folks,

Bcp - I'm sorry to see you feel this way. If you need to troubleshoot anything with us on the old Sure Signal in future, be sure to provide the serial number in your next post so that we're looking at the correct one.

While Sure Signal is available for tens of thousands of router setups, I'm afraid we can't guarantee it as compatible for all third party devices. This is where your seven day cooling off period can be taken advantage of for a full refund following a return.

lexham - This may be something that BT have to amend themselves. If you speak to your ISP and tell them what it is you need them to change, they can discuss options with you.

Cheers, Ben

[Bcp]

Hi Ben

I have been with Vodaphone for many years now and will be sorry if I have to change just because of the lack of communication with BT and Vodaphone but I need to be able to get a good signal at home.

My Sure signal number is 21196874602 all the ports are open but just a power light is on.

This unit was de-registered and sat on the side for over a week and just registered again today.

I was told by Vodaphone Basingstoke that they should work with all BT equipment.

Any Idea what I can try?

[Retired-Andy]

Hi Bcp,  

Checking your post above, you’ve said that you’ve got ports 8, 50, 500, 4500 and 1723 all open on your router.

Can you make sure that the following ones are also open:-

Port Number

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

4500                 UDP

33434 - 33445    UDP

Also, to make sure your device is as up to date as possible, try a factory reset:-

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

Let me know how you get on.

Hi lexham,

Thanks for the update, let me know how things go.

Cheers,

Andy