BT Home Hub

[sirvine1981]

My sure signal stopped working around 2-3 weeks ago, tried resetting etc, de-registered and re-registered it but still nothing, changed ethernet cable.  Just have green power light on.  It is the sure signal v1 and a BT Home Hub, is there still problems with BT and sure signal? Internet and wifi has been working fine, just seems to be sure signal that's not happy!

Serial number - 21232106647

[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

[Retired-Andy]

Hi sirvine1981,

I’ve checked your Sure Signal serial number and can see it connected to our servers this morning at 03:23, is the unit still not working?

To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

If this doesn’t work for you, we’ll need some additional information from you. Can you provide the following please:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

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.

Thanks

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[sirvine1981]

IP_ADDRESS	TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS	LATENCY_MS	SERVER_NAME	DISTANCE_MILES
86.131.194.119	7/17/2013 5:36 PM	GMT	7.58	0.38	71	London	0

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/83864943.png[/IMG][/URL]

86.131.194.119

C:\Users\Sa>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1    71 ms    34 ms    97 ms  BThomehub.home [192.168.1.254]   2    45 ms    42 ms    43 ms  217.47.186.58   3    82 ms    64 ms    42 ms  217.47.186.193   4    84 ms    53 ms    56 ms  213.1.69.190   5    51 ms    60 ms    54 ms  31.55.165.102   6    85 ms    51 ms    50 ms  31.55.165.71   7    83 ms    53 ms    62 ms  31.55.165.107   8    50 ms    50 ms    82 ms  acc1-10GigE-4-0-2.mr.21cn-ipp.bt.net [109.159.25 0.108]   9    63 ms    68 ms    61 ms  core1-te0-13-0-16.ealing.ukcore.bt.net [109.159. 250.40]  10    62 ms    58 ms    58 ms  peer1-xe2-0-0.telehouse.ukcore.bt.net [109.159.2 54.100]  11    63 ms    62 ms    63 ms  lndgw2.arcor-ip.net [195.66.224.124]  12    73 ms    59 ms    60 ms  85.205.116.10  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.

Nope its still not working, hope the above is ok, i've no idea what i'm doing!

[Retired-James]

Hi sirvine1981,

Thanks for getting back to us and I can see that everything looks fine.

We are currently having an issue with BT Infinity and Home Hubs but this normally gives a different light sequence.

To see if you’re being affected by this, are you able to try the Sure Signal on a friend’s internet connection that doesn’t use BT for their internet provider?

James

[sirvine1981]

Since ive shifted the unit downstairs for easier access it seems to go through a few different lights, usually just the power light on then second light comes on and fourth light flashes for a while, then goes back to just power light. Most of the people I know have BT!

[Retired-Kay]

Hi sirvine1981, 

Is it possible you could double check with a friend/family member or a colleague at work if they use a different provider? 

I understand the inconvenience this may cause but as James mentioned, this will determine where the issue lies. 

Thanks, 

Kay