Vodafone Sure Signals v1 and v3 not working on BT Infinity

[benfox1975]

Hi Vodafone Chaps,

Having terrible problems getting a Sure Signal to work at our office since we changed our business broadband from ADSL to BT Infinity.

I have tried with our old Sure Signal v1 and bought a new Sure Signal v3 in case that worked.

I have successfully used both the v1 and the v3 at home where I have a FTTC connection with Plusnet.

In case the issue was with the BT Business Hub 3 router at work, I purchased a new router identical to the one I have at home (A Technicolor TG582n) and updated the firmware so it is identical to the one at home. I have set up port forwarding as per your list, just as I did on my home router which works perfectly with both our Sure Signals.

Does this mean that Sure Signal will simply not work with BT Infinity? I believe I have tried everything possible here to replicate the setup at home which does work, to no avail. I just get the flashing power light and nothing else. I have done a quadrillion resets of the router, VDSL modem, Sure Signal, blah blah blah. The Sure Signal is correctly registered with the office postcode on my Vodafone account. The details are below:

Sure Signal v1 Serial Number: 21225099452

Router: Technicolor TG582n Firmware 10.2.5.2

Ports Forwarded:

8 - TCP/UDP

50 - TCP/UDP

53 - TCP/UDP

67 - UDP

68 - UDP

UDP - 123

UDP - 500

TCP/UDP - 1723

UDP - 4500

UDP - 33434 - 33445

I don't believe Port Clamping is an option on this router so I haven't done that.

I have changed out the network cables to the router; these are not the problem. The router can see the Sure Signal fine and the ports are forwarded to the MAC address of the Sure SIgnal.

Speed Test results: 11.10 Mbps down, 1.05 Mbps up

Ping test results: Grade A, 0% packet loss, Ping 20ms, Jitter 1ms

External IP: 81.149.216.117

Tracert results:

C:\Users\Ben>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  dsldevice.lan [192.168.16.254]
  2    16 ms    15 ms    15 ms  host81-139-0-1.in-addr.btopenworld.com [81.139.0
.1]
  3    16 ms    15 ms    15 ms  213.120.178.141
  4    16 ms    16 ms    16 ms  213.120.177.98
  5    16 ms    16 ms    16 ms  217.41.168.47
  6    17 ms    16 ms    16 ms  217.41.168.107
  7    16 ms    16 ms    15 ms  109.159.249.68
  8    17 ms    17 ms    17 ms  core4-te0-19-0-18.faraday.ukcore.bt.net [109.159
.249.25]
  9    17 ms    16 ms    16 ms  peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
 10    18 ms    19 ms    20 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    18 ms    17 ms    17 ms  85.205.0.86
 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.

Please help. I am losing the will to live.

Let me know if you would like to know anything else to assist in this matter.

Kind regards,

Ben

[Retired-Ian_]

Hi @benfox1975 

Thanks for being so thorough in the information you've supplied.

We're aware of an issue, which is mentioned here. 

Thanks,

Ian

[benfox1975]

Hi Ian,
The link to the previous forum post would appear to
imply that the BT router is the issue as opposed to the connection itself; I beleive I have proved that the BT is not the issue? Is there some kind of issue with BT's FTTC connection which causes the problem?
Regards,
Ben

[Retired-Sarah]

Hi @benfox1975 

Try our Live help team here, who’ll be happy to look into this for you.

Thanks,

Sarah

[benfox1975]

VODAFONE SURESIGNAL NOT WORKING ON BT INFINITY - SOLVED AUGUST 2015

Just to let anyone who's interested know, this issue has finally been solved.

The problem lies with BT but is specifically related to the fact that our office internet connection has a fixed IP address.

There is a problem with fibre to the cab internet connections when they use a fixed IP which stop the Sure Signal talking to the netwok, no matter what is done with the router/modem setup.

BT finally found this was the issue with us and fixed it within a couple of days. As soon as they did, bingo, all the lights came on on the SUre Signal and it has worked perfectly ever since.

It only took 18 months of trying to get either Vodafone or BT to admit that there was an issue. Glad to say it wasn't Vodafone who were at fault althoguh they should be aware of this issue so they can help people like us in the future. They have basically ignored all my requests for help with this for the last 18 months, not impressed at all. "Someone from the technical support team will get back to you..."

Anyway, I hope this helps others in the same situation.

[Retired-Wayne]

@benfox1975

I’m happy to hear that you’ve finally got this sorted.

Thanks for letting us know your resolution.