SureSignal 3 not working with Home Hub 4

[TSPlowright]

Hello

Apologies for posting here but I have tried calling Vodafione and BT to resolve this and got nowhere (Vodafine say BT just need to open 'ports' and BT say it will cost me £30 for them ot do as SS is third party equipment). 

I have read other threads but have got completely lost and my attempts to 'open the relevant ports' seem to have failed. 

It seems from other posts that you will want/need the following info:

Download = 2.43Mbps

Upload = 0.36Mbps

My IP Address is: 109.231.226.178

Ping = 41

Jitter = 6

Serial Number = 40131011351

Traceroute:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    34 ms    35 ms    38 ms  109-231-226-178.cust-109.exponential-e.net [109.

231.226.178]

  2     *        *     2719 ms  ser012247.thca.uk.exponential-e.net [109.231.226

.177]

  3     *       36 ms    36 ms  1-1-2.pr01.thca.uk.exponential-e.net [195.66.224

.186]

  4    37 ms    41 ms    40 ms  lndgw2.arcor-ip.net [195.66.224.124]

  5    36 ms    38 ms    36 ms  85.205.116.14

  6     *        *        *     Request timed out.

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 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.

Any help will be greatly appreciated. 

Tim

[TSPlowright]

When I say it is 'not working' I mean that power light is on and the internet light is flashing. No other lights are showing and it has been like this for days...I have tried resets etc.

[Retired-Andy]

Hi Tim,

No apology is necessary; we’re here to help

Thanks for the information you’ve given, your IP address is on our whitelist so no problems there.

The light sequence you’re seeing show that the Sure Signal is being configured.

This process can take up to 6 hours to complete and will start again from scratch if it’s interrupted.

Looking at your traceroute, the second hop is a cause for concern.

The average of the three times should be under 200ms to keep the connection to our servers open.

Can you re-run the text to see if this was just a one-off?

Your ping test is fine but your speed test is slightly low. The Sure Signal needs a greater upload speed than 0.36Mbps, so you may need to talk to your ISP about increasing your line speed.

If you do have any other devices using your network, is it possible to turn them off whilst the Sure Signal configures?

Let me know how you go on.

Cheers,

Andrew

[TSPlowright]

Thank you, I am away for a few days now so will try again when I get back home. The lights have been this way for weeks though (we had a two week holiday), so I suspect speeds or 'hops' are the issue.

[Retired-Dave]

Hi TSPlowright,

Let us know how it goes! :smileyhappy:

Dave

[TSPlowright]

Hi, I finally got round to re-doing the tests:

Ping: No lost packets, 31ms Ping and 2ms Jitter

Speed: Up: 0.38Mbps and Down: 2.59Mbps

Traceroute: Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     4 ms     4 ms     4 ms  BThomehub.home [192.168.1.254]

  2    27 ms    27 ms    27 ms  217.32.147.0

  3    29 ms    29 ms    29 ms  217.32.147.30

  4    32 ms    31 ms    33 ms  213.120.177.66

  5    31 ms    31 ms    31 ms  217.41.168.191

  6    31 ms    31 ms    35 ms  217.41.168.109

  7    31 ms    32 ms    31 ms  109.159.249.192

  8    36 ms    38 ms    39 ms  core2-te0-7-0-7.faraday.ukcore.bt.net [109.159.2

49.151]

  9    82 ms    40 ms    31 ms  peer1-xe8-3-1.telehouse.ukcore.bt.net [213.121.1

93.109]

 10    32 ms    40 ms    34 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    33 ms    33 ms    33 ms  85.205.116.6

 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.

The lights on the SS3 are still red and flashing 'globe' internet light. That is more than three weeeks now. It worked perfectly well on my Sky connection which was getting only a fraction better connection speeds. 

Is there a way to check that the correct 'ports' are open? I had to do this myself as BT wanted to charge £30 for the privelege, and I have no idea what I am doing so just followed an online tutorial. 

Thanks

Tim

[Ben_H]

Hi Tim,

Thanks for posting back. I'm surprised BT are asking for a fee to open the ports. It's not something I've come across before on the forum but my fellow moderators have heard examples.

You can use portforward.com to see if your router is listed on there. We've had many members of the community use this successfully. It's a 3rd party site though so if you're uncertain at any point, it may be better to go the BT route.

Cheers, Ben