BT Home Hub 4 and Sure Signal 1 not working

[pedlad]

Hi

Hope someone can help as I'm tearing my hair as we have absolutely no mobile signal here at my home/office.

I've moved ISP to BT 3 weeks ago now (DSL broadband not fibre /infinity) and spent a lot of time with both BT and vodafone  support and read a lot of posts here trying to solve the fact that since changing ISP/router the sure signal hasn't got beyond either no lights, 1 power light or occasionally a second light blinking for a short time before all lights go off and back to one power light.  

We've done the hard reset of SS then waiting 24 hours. (initially and after each of these steps)

Done the port forwarding on the home hub

On advice of BT tried assigning the SS to DMZ to prove if it is talking to router

Done the reset with the ethernet cable out

changed the SS registered postcode for 10 min then re-registered to our postcode

de-registered my mobile number and re-registered it

No success.  I note the sticky on this forum that the infinity router may not work and a refund is avaiable for new SS pruchases but this is an old SS with a HH4 and I don't really want a refund, I need it working.

Any thoughts ?

Would a new SS work?

[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

[pedlad]

Ping 46ms

Download 6.4 Mbps

Upload 0.38mbps

IP - 86.172.40.79

Sure Signal serial number: 21229998873

C:\>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 2 ms BThomehub.home [192.168.1.254]
2 31 ms 30 ms 38 ms esr1.birmingham5.broadband.bt.net [217.32.86.140
]
3 64 ms 75 ms 70 ms 217.32.86.13
4 70 ms 75 ms 68 ms 213.1.69.178
5 31 ms 32 ms 31 ms 31.55.164.37
6 243 ms 31 ms 31 ms 31.55.164.107
7 31 ms 31 ms 31 ms 109.159.248.81
8 39 ms 39 ms 42 ms core2-te-0-15-0-0.ilford.ukcore.bt.net [109.159.
248.14]
9 38 ms 37 ms 36 ms 109.159.252.65
10 39 ms 40 ms 39 ms t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net [166.49.211.18
2]
11 40 ms 37 ms 39 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

C:\>

[Ben_H]

Hi pedlad,

Thanks for posting back your results. Looking at your Sure Signal, it's not been able to connect since 02 March. 

You've covered lots of the troubleshooting steps off from the guide. Can you let me know if you've also logged into your router admin page and selected port clamping? Have you also managed to change the MTU value to 1500?

Cheers, Ben

[pedlad]

Yes port clamping is enabled.

There is nowhere on the BT hub admin screen to change MTU - I have read on the BT equivalent forums that it is 1500 by default though.

[Retired-Andy]

Hi pedlad,

I can see your Sure Signal connected to our servers last night.

Is everything now working for you?

Cheers,

Andy

[pedlad]

No - there was jut the one power light on this morning. I decided to swap the ethernet cable out of desperation (ethernet port lights had been fine)  this morning and rest and now SS shows 2 solid lights...but no light 3 or 4.

[pedlad]

Now just showing solid 1 light (power) again.

would this issue be solved by a newer SS? Or is Vodaphone's solution not compatible with what must be one of the most popular ISP/routers in UK?

[Retired-Andy]

Hi pedlad,

We need to be certain that the Sure Signal is the cause of the issue.

Can you confirm that you’ve got the following ports open/forwarded on your Home Hub:-

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

If you have and nothing changes, try the Sure Signal in a different location, that of a family member or friend.

It’d be preferable if they had a different ISP.

If it works there, it suggests that there’s something in your current set up that’s preventing it from maintaining a stable connection to our network.

Let me know how you get on.

Cheers,

Andy

[pedlad]

Ok I can do that - do I have to re-register the DD to that new address or just plug it in and see which lights come on?

Yes those are the ports that are forwarded - i received the info from vodafone.