BT Home Hub 4 and Sure Signnal 1

[windy-ward]

Good morning

I took delivery of a BT HH 4 to replace my HH3 about three weeks ago. I managed to get the Sure Signal box to work after a few days trying. Sadly last week I had to disconnect my broadband connection because of building work in the house since then I have not been able to get the Sure Signal box to connect. When it is trying to connest the best I get is the power and internet lights on and a flashing tick light, eventually it gives up and I am left with only the power light on.

I have created a firewall rule to allow ports 8, 50, 500, 123, 4500 and 1723 through. I associated a PC with the rule and tested the ports all of which were OK.

I get an upload speed of over 10Mbps and a download speed of over 50Mbps.

The serial number of my SureSignal box is 21230681096.

The mobile phone signal in my hoose is poor to non existant so I need to get the thing working.

Any ideas what is stopping my Sure Signal box working?

Alan

[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

[windy-ward]

Good evening

Speedtest Download 67.89 Mbps

                Upload     14.71 Mbps

Ping Test 19ms

Jitter        1ms

IP address 86.140.253.86

Serial Number  21230681096

Trace Route

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  BThomehub.home [192.168.1.254]
  2     8 ms     7 ms     8 ms  217.32.141.0
  3     8 ms     8 ms     7 ms  217.32.140.206
  4    12 ms    12 ms    12 ms  217.32.141.226
  5    11 ms    11 ms    11 ms  31.55.164.53
  6    12 ms    11 ms    11 ms  31.55.164.107
  7    12 ms    12 ms    11 ms  acc1-10GigE-0-2-0-4.bm.21cn-ipp.bt.net [109.159.
248.104]
  8    20 ms    22 ms    22 ms  core2-te0-15-0-16.ilford.ukcore.bt.net [109.159.
248.32]
  9    18 ms    18 ms    18 ms  peer1-xe3-0-1.telehouse.ukcore.bt.net [109.159.2
54.219]
 10    21 ms    19 ms    17 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    18 ms    18 ms    17 ms  85.205.116.10
 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.

Alan

[Ben_H]

Hi Alan,

Many thanks for that. Your Traceroute and IP details are all tickety-boo. Looking at your serial details, it would seem the Sure Signal hasn't synchronised with our servers since 25/06/2013. Do you think that maybe coincides with the work you were having done?

I've manually pushed a resynchronisation through for you. To complete it, can you:

*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.

That should have you back up and running in no time. 🙂

Cheers, Ben

[windy-ward]

Thanks, I've just reset the box. Fingers crossed.

Alan

[windy-ward]

Sadly the reset hasn't resolved the problem. I had the power and internet light on for a while but it has now given up and I've only got the power light on. Very frustrating, mobile phone signal in my house is rubbish at best. I really need to get this resolved. Is there a problem with the SS1 and HH4?

Alan

[windy-ward · Accepted solution]

Yet another reboot and it seems to have sorted itself out.

THere must be a fundamental proble with the thing it has taken a week to get to this stage. I dread a broadband disconnection or power cut.

Alan