Sure Signal V3 - Solid Red power light only

[rfairman]

Hi,

This device used to work, but now I am only getting a solid red power light. I can see that it is trying to connect to the network, as the internet light falshes for some minutes, but then goes out.

I can confirm that the device is properly connected to my router, and that internet is on. 

Can you help ?

Many thanks

Robert

[Retired-Matt_Vo]

Hi

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 from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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

Matt
Moderator

[rfairman]

Hi,

I've looked at the trouble shooting thread and haven't found anything that works. The box intermittently tries to connect with the first white light flashing and this has been happening for around 48 hours now. So I think I need help  !

My results :

Download       6.83 Mb/s

Upload            0.37 Mb/s

Ping  40ms

Ping test

Line quality B+

Ping 67ms

Jitter 1ms

Packet loss – unable to test

IP address      81.154.105.0

Sure signal serial number 40131553956

For a trace route you will need to provide me with the instructions for a Mac !

Regards

Robert

[rfairman]

HI,

Now read back up and seen your instructions for trace route on a Mac, so for that :

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 59.758 ms 97.605 ms 99.866 ms
2 213.123.106.122 (213.123.106.122) 28.575 ms 29.822 ms 28.750 ms
3 217.32.85.193 (217.32.85.193) 28.215 ms 28.819 ms 30.953 ms
4 213.1.69.14 (213.1.69.14) 29.013 ms 29.992 ms 28.805 ms
5 31.55.164.102 (31.55.164.102) 29.578 ms 28.969 ms 30.031 ms
6 31.55.164.49 (31.55.164.49) 29.018 ms 29.027 ms 29.152 ms
7 31.55.164.107 (31.55.164.107) 29.014 ms 29.170 ms 29.703 ms
8 acc1-10gige-0-7-0-4.bm.21cn-ipp.bt.net (109.159.248.70) 28.745 ms
acc1-10gige-0-5-0-5.bm.21cn-ipp.bt.net (109.159.248.98) 29.607 ms
acc1-10gige-0-7-0-5.bm.21cn-ipp.bt.net (109.159.248.78) 28.641 ms
9 core2-te-0-15-0-0.ilford.ukcore.bt.net (109.159.248.14) 35.072 ms
core2-te0-15-0-17.ilford.ukcore.bt.net (109.159.248.42) 38.957 ms
core1-te0-15-0-17.ealing.ukcore.bt.net (109.159.248.34) 38.870 ms
10 peer1-xe2-1-0.telehouse.ukcore.bt.net (109.159.254.136) 35.848 ms 33.551 ms
peer1-xe3-3-0.telehouse.ukcore.bt.net (109.159.254.207) 58.702 ms
11 lndgw2.arcor-ip.net (195.66.224.124) 36.389 ms 35.278 ms 35.898 ms
12 85.205.116.10 (85.205.116.10) 35.755 ms 35.106 ms 38.016 ms
13 * *

[Scotswahay]

Hi

I'm having the same issue. The device worked up until this morning albeit with some intermittent connection problems over the last month. I've just come off the phone to a Vodafone advisor who told me that the upload speed for my broadband was too slow and 0.36mbps. He suggested I should ask BT to increase the speed - not terribly helpful.

I have a Mac so can you post the method for getting a trace route and I'll send all the rest of the information.

Hope you can help and all it needs is a resync and reset!

Alister

[Retired-Kay]

Hi Scotswahay, 

The instructions for a traceroute on a Mac are;

• Open Terminal (Applications, Utilities)
• Type traceroute 212.183.133.177'
• Enter

Can you also let us know your Sure Signal serial number? 

Thanks, 

Kay

[Scotswahay]

Hi Kay

Thanks for your reply.

The Sure Start had reconnected this morning but by the time I got back in this evening it had switched to a flashing power light and flashing connection light. Switching the unit off and on again "helped" it to reconnect. This has been a fairly regular occurrence since I got the device about 6 weeks ago. Clearly a highly unreliable device which judging from the multiple posts on the eforum is a common finding.

So the results of the speed test were:

Ping: 44ms

Download speed: 6.31mbps

Upload speed: 0.35mbps

IP address: 86.170.119.93

Serial number: 40132115748

Trace route:

Last login: Sat Aug 17 16:48:43 on console
unknown-14:10:9f:d6:1b:5d:~ Alister$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 3.712 ms 2.518 ms 1.723 ms
2 217.41.167.58 (217.41.167.58) 28.841 ms 127.346 ms 29.482 ms
3 217.41.167.145 (217.41.167.145) 136.234 ms 28.137 ms 68.054 ms
4 213.1.69.114 (213.1.69.114) 29.494 ms 28.597 ms 136.520 ms
5 217.41.169.183 (217.41.169.183) 28.520 ms 28.188 ms 135.017 ms
6 217.41.169.107 (217.41.169.107) 29.482 ms 29.134 ms 135.065 ms
7 acc1-10gige-3-3-0.sf.21cn-ipp.bt.net (109.159.251.91) 27.880 ms
acc1-xe-0-0-2.sf.21cn-ipp.bt.net (109.159.251.77) 27.868 ms
acc1-xe-0-1-3.sf.21cn-ipp.bt.net (109.159.251.83) 28.827 ms
8 core1-te0-5-0-7.ealing.ukcore.bt.net (109.159.251.21) 41.948 ms
core1-te0-12-0-6.ealing.ukcore.bt.net (109.159.251.5) 34.013 ms 35.437 ms
9 peer1-xe4-0-0.telehouse.ukcore.bt.net (213.121.193.144) 128.185 ms 34.076 ms 129.061 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 40.572 ms * 37.845 ms
11 85.205.116.10 (85.205.116.10) 36.910 ms 39.935 ms 36.892 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 *

Here's hoping you can sort it out.

Thanks

Alister

[Retired-Dave]

Hi guys,

Scotswahay - The figures don't look too bad. That said, steps 2, 3, and 9 on the Traceroute do spike pretty high. It should be OK under 200ms, but if it goes higher it would drop the connection just as you're seeing.

I've done a resync, so can you reset your box to pick that up?

• 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.

If that doesn't help, can you confirm which version of the BT Home Hub you're using?

Also, you might want to speak with your Internet Service Provider (ISP) to see if they can see why it's spiking on those steps.

-----------------------------------------

rfairman - You stats also look fine, and aren't peaking as high either.

I've resynched your Sure Signal as well, so follow the reset steps posted above.

Again, if it doesn't help, can you confirm the version of the home Hub you're using?

Dave

[Scotswahay]

Hi Dave

Unfortunately I'm still getting connection problems. I've had to swithc the device off and on again to reset it (Power light flashing, connection light orange flashing). When this happens the device gets very hot (hotter than the normal running temp)

The BT Home hub I have is version 3.

Whilst I was receiving a call recently the device disconnected, dropping the call. This is making it very unreliable. The irony is that I switched to Vodafone from 3 as they are the only network that can be received in the village I now live in. I was also swayed by the knowledge that I would be able to use Sure Signal to ensure I stayed connected. Alas my hopes have been dashed it would seem.

Alister