BT Infinity - Sure Signal not working since this weekend.

[erika_london]

Hi,

I have been using my Sure Signal with BT infinity since the end of Jan 2014.

Whilst I agree the set up was a bit of a nightmare, I managed to get it to work in the end,

For some reason, it stopped working this weekend. I have checked the technical set up at my end, nothing has changed and and I can't see no reason why it shouldn't work as per normal.

Vodaphone: Have you made any changes or had any service outages this weekend?

Thanks in advance.

[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

[globalavs]

me too!!

vodafone?

[Nabs]

I suspect the culprit may be BT, they had a major outage on the weekend http://www.bbc.co.uk/news/technology-28071423

Try resetting your SureSignal it might resolve it. If not post the serial number here and request a resync.

Nabs

[DaveCD]

Hi erika_london and globalavs,

We've seen a number of cases where a reset as suggested by Nabs (thanks) has resolved the issue.

Please let us know if this works.

If you're still having difficulties, follow the steps Matt has provided.

DaveCD

[erika_london]

Hi,

I have tried rebooting and resetting it already and it didn't rectify the issue. The red light keeps flashing.

Please reset it for me and download all updates.

Here is the info you requested. Please let me know if there is anything else you need to know.

Thanks in advance.

Serial number:40131013811  

MAC@B046FC9988D4

Model 9361 Home Cell p3.0

Ip Address: 109.157.120.176

IPV6 Address: ::ffff:6d9d:78b0

Speedtest:  Ping: 32 ms  / Download speed: 59.53 Mbps / Upload speed: 18.72 Mbps

Ping test: Ping: 34 ms / Jitter: 2 ms / Line quality B+ / unable to test packet loss due to firewall.

Traceroute:

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  bthomehub (192.168.1.254)  4.271 ms  1.509 ms  1.445 ms

 2  217.32.145.234 (217.32.145.234)  5.619 ms  8.198 ms  5.539 ms

 3  217.32.146.46 (217.32.146.46)  14.084 ms  8.131 ms  5.562 ms

 4  212.140.206.66 (212.140.206.66)  9.739 ms  12.703 ms  9.798 ms

 5  217.41.169.55 (217.41.169.55)  9.945 ms  9.611 ms  9.534 ms

 6  217.41.169.107 (217.41.169.107)  9.740 ms  9.685 ms  10.644 ms

 7  acc1-10gige-10-3-0.sf.21cn-ipp.bt.net (109.159.251.97)  9.341 ms

    acc1-10gige-2-0-2.sf.21cn-ipp.bt.net (109.159.251.87)  9.549 ms

    acc1-10gige-3-3-0.sf.21cn-ipp.bt.net (109.159.251.91)  9.727 ms

 8  core1-te0-2-4-0.ealing.ukcore.bt.net (109.159.251.13)  14.390 ms  14.088 ms  15.926 ms

 9  peer2-xe1-0-0.telehouse.ukcore.bt.net (109.159.254.104)  14.862 ms  15.147 ms  15.070 ms

10  t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net (166.49.211.190)  25.641 ms  14.623 ms  14.661 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  15.320 ms  14.881 ms  14.756 ms

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[matt_jackson]

Hi, I am having the same issue since the weekend.  I've reset the VSS several times and also my router.  I have a VSS 3 and currently have a flashing red light and solid orange light to the far right hand side.

My results form the tests are:

ping 15ms
DlS    6.7Mbps
UPld    0.4Mbps

ping    40ms
jitter    3ms

IP    86.154.239.77

Serial:    40132106846

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    26 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]
  2    16 ms    15 ms    14 ms  217.32.99.122
  3    14 ms    13 ms    14 ms  217.32.99.193
  4    22 ms    21 ms    21 ms  213.1.69.126
  5    21 ms    21 ms    21 ms  217.41.169.103
  6    21 ms    21 ms    20 ms  217.41.169.151
  7    23 ms    21 ms    21 ms  217.41.169.109
  8    24 ms    24 ms    27 ms  acc2-xe-0-1-3.sf.21cn-ipp.bt.net [109.159.251.21
1]
  9    28 ms    32 ms    31 ms  core1-te-0-4-0-17.ealing.ukcore.bt.net [109.159.
251.57]
 10    30 ms    31 ms    31 ms  peer2-xe0-0-0.telehouse.ukcore.bt.net [109.159.2
54.102]
 11    38 ms    31 ms    30 ms  t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net [166.49.211.19
0]
 12    33 ms    33 ms    32 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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:\>

Does mine need syncing, or??

[erika_london]

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  bthomehub (192.168.1.254)  4.271 ms  1.509 ms  1.445 ms

 2  217.32.145.234 (217.32.145.234)  5.619 ms  8.198 ms  5.539 ms

 3  217.32.146.46 (217.32.146.46)  14.084 ms  8.131 ms  5.562 ms

 4  212.140.206.66 (212.140.206.66)  9.739 ms  12.703 ms  9.798 ms

 5  217.41.169.55 (217.41.169.55)  9.945 ms  9.611 ms  9.534 ms

 6  217.41.169.107 (217.41.169.107)  9.740 ms  9.685 ms  10.644 ms

 7  acc1-10gige-10-3-0.sf.21cn-ipp.bt.net (109.159.251.97)  9.341 ms

    acc1-10gige-2-0-2.sf.21cn-ipp.bt.net (109.159.251.87)  9.549 ms

    acc1-10gige-3-3-0.sf.21cn-ipp.bt.net (109.159.251.91)  9.727 ms

 8  core1-te0-2-4-0.ealing.ukcore.bt.net (109.159.251.13)  14.390 ms  14.088 ms  15.926 ms

 9  peer2-xe1-0-0.telehouse.ukcore.bt.net (109.159.254.104)  14.862 ms  15.147 ms  15.070 ms

10  t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net (166.49.211.190)  25.641 ms  14.623 ms  14.661 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  15.320 ms  14.881 ms  14.756 ms

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[Gemma]

Hi all,

@erika_london – Your Sure Signal is showing the latest firmware version.

It’s not made contact with the network since 29 June at 6.16am.

If you’re still seeing the same light sequence, this indicates a faulty Sure Signal.

Please see our repair process here.

@matt_jackson – Your Sure Signal hasn’t connected with the network since 29 June at 12.36am.

Please follow the steps here, if you’re still seeing the same light sequence.

Thanks,

Gemma

[matt_jackson]

All fixed by adding the MAC number and port numbers to my hub's port forwarding screen.  A quick further note... Looking at instructions on resetting the VSS3 it says press the reset button for 30 seconds till all the lights are on.  Well this never happens on my VSS - all the lights go out and I can keep the button pressed for 2 minutes + without any lights coming on... at this point I switch off and on again while the button is still pressed and the lights never come back on until after I release the reset button (after a few minutes).  Is this normal for the VSS?

Thanks for your help getting this resolved!