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Sure signal & BT home hub

davidhb
2: Seeker
2: Seeker
I have had a VSS with four green lights and a BT home hub 3 for the last 4 years, suddenly this has stopped working after days on the phone to customer services I am told there is an issue with this set up and they are working to resolve this, can you update me if the situation has been resolved as I can find no direct reference on the website. I have been through a series of reboots, and checked the correct ports are open. My VSS will work if I stand within 3m of it beyond that it just drops out.
15 REPLIES 15

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi davidhb 

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

James

davidhb
2: Seeker
2: Seeker

Hi James - Thanks so much for your email, I have tried the trouble shooting guide but no luck. The results of the other tests you asked me to carry out are as follows:

 

Speed Test : 2.59mbps download and 0.63mps Upload

Ping: 34ms, Jitter 1ms Packet loss 0% with line quality A

IP: 217.44.123.88 & IPV6 ffff.d92c:7b58

 

I operate a mac and typed the command in the terminal app through utilites and got the following response:-

Last login: Mon Feb 24 12:19:44 on console
mac-book-pro-3:~ christopherhowes-burrows$
mac-book-pro-3:~ christopherhowes-burrows$ tracert 212.183.133.177
-bash: tracert: command not found
mac-book-pro-3:~ christopherhowes-burrows$ 212.183.133.177
-bash: 212.183.133.177: command not found
mac-book-pro-3:~ christopherhowes-burrows$ tracert 212.183.133.177
-bash: tracert: command not found
mac-book-pro-3:~ christopherhowes-burrows$

 

Regards 

 

David 

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi David,

 

Thanks for posting your results. Your Traceroute and IP are fine, but I can see your speeds are under the minimum needed for Sure Signal to work. 

We advise a minimum of 4.13Mbps so I'd recommend speaking to your ISP about your internet speed options. 

So we can double check nothing else is causing issues on top, can I also have your Sure Signal serial number? 

Cheers, Ben

davidhb
2: Seeker
2: Seeker

James - Tracetroute details as below:-

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 1.937 ms 1.057 ms 0.999 ms
2 217.32.145.139 (217.32.145.139) 8.825 ms 8.343 ms 7.871 ms
3 217.32.145.190 (217.32.145.190) 7.923 ms 8.290 ms 8.478 ms
4 213.120.176.10 (213.120.176.10) 9.130 ms 9.092 ms 8.523 ms
5 213.120.178.67 (213.120.178.67) 8.932 ms 9.185 ms 9.047 ms
6 217.41.168.107 (217.41.168.107) 8.986 ms 9.275 ms 9.125 ms
7 acc1-10gige-0-1-0-4.l-far.21cn-ipp.bt.net (109.159.249.70) 9.368 ms
acc1-10gige-0-0-0-5.l-far.21cn-ipp.bt.net (109.159.249.78) 9.340 ms
109.159.249.122 (109.159.249.122) 10.255 ms
8 core1-te0-15-0-4.faraday.ukcore.bt.net (109.159.249.29) 9.504 ms
core1-te0-7-0-5.faraday.ukcore.bt.net (109.159.249.39) 14.868 ms
core1-te0-7-0-4.faraday.ukcore.bt.net (109.159.249.33) 12.712 ms
9 peer2-xe8-0-0.telehouse.ukcore.bt.net (109.159.254.177) 8.755 ms 9.371 ms
peer2-xe8-0-1.telehouse.ukcore.bt.net (109.159.254.179) 9.494 ms
10 t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net (166.49.211.182) 9.286 ms
166-49-211-192.eu.bt.net (166.49.211.192) 9.930 ms
t2c3-xe-0-1-2-0.uk-lon1.eu.bt.net (166.49.211.166) 9.417 ms
11 166-49-211-254.eu.bt.net (166.49.211.254) 9.235 ms 9.277 ms 9.450 ms
12 *

davidhb
2: Seeker
2: Seeker
Thanks Ben, I have always used my Sure Signal with those respective internet speeds before and have had no problem I have been told that they are fine with the early series of VSS which I have, I understood that the speeds to which you refer relate to the later models of VSS. Do you still required the serial number for clarity?

Thanks David

The VSS serial number is 21196823930, thanks David

Retired-Andy
Moderator (Retired)
Moderator (Retired)

Hi David,

 

I can see your Sure Signal connected to our servers this morning just after midnight, is it now working again?

 

If not, check to make sure the following ports are open on your router:-

 

Port Number

 

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

 

Your Sure Signal is on an older version of firmware, so can you do a factory reset:-

 

  • Hold down the reset button until all the lights show/flash (about 30 seconds)
  • Keeping the reset button held down, remove both the Ethernet cable and power lead
  • Re-insert the power lead
  • Once all the lights display, release the reset button
  • Re-insert the Ethernet cable.

 

During the reset process, the new firmware will be downloaded and your device resynced against our systems.

 

Let me know how you get on.

 

Cheers,

 

Andy

Thanks Andy - I have tried the reboot but still the same I'm afraid the VSS has the three green light solid and if I get within 2-3m of the VSS it manages to connect to my mobile but only with about 2 bars strength. I have tried to check if the series of Ports you mention are open on my BT hub 3 but it's getting a little beyond my tech know how. Is there a website where I can go to check if I have opened the ports correctly and what IP address should I use when check the ports? Thanks David

Retired-Dave
Moderator (Retired)
Moderator (Retired)

Hi davidhb,

 

We don't have all the details needed to support the myriad of available routers. The best source for these would be the manufacturer or their website.

 

I'm concerned that you're getting a weak connection if you're right by the Sure Signal. It should be giving a stronger service over a larger range.

 

If you unplug the box, do you still get it? If so, that suggests you're connecting to an outside mast, not the unit.

 

Are you in the same room, or just the other side of a wall?

 

Is the Sure Signal near any other electrical equipment? If so, does turning that off or moving the Sure Signal give a better reception?

 

Dave