Help request

[thcousins]

Hello,

I have recently upgraded to infinity. For the first few hours my sure signal worked fine, since then it has stopped working and I am unable to get it back online.

Currently I have just the top green light flashing.

I get constant green and flashing orange leds by the ethernet cable connection.

I can see the SureSignal on my network.

My setup:

I have BT infinity with 5 static IP adresses. The suresignal is assigned to one of those IP addresses.

1. Vodafone Sure Signal V1 (VSS) connected to Ethernet port 2 of BT Home hub 3 (BHH3).

2. BHH3 connected to BT VDSL Modem (BVM)

My stats:

Speed test:

Ping:31ms Down: 20.66Mbps Up: 3.62Mbps

 Ping test:

 B* Ping: 35ms Jitter: 5ms Packet loss: Unable to test

 SureSignal Serial: 

253264385

 SureSignal IP:

81.143.31.253 (Static IP)

 Trace route: 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
 1  btbusinesshub (192.168.1.254)  4.670 ms  2.102 ms  1.520 ms
 2  host81-139-128-1.in-addr.btopenworld.com (81.139.128.1)  145.579 ms  29.717 ms  68.486 ms
 3  213.120.178.141 (213.120.178.141)  32.833 ms  29.786 ms  134.664 ms
 4  213.120.177.98 (213.120.177.98)  30.038 ms  30.664 ms  132.364 ms
 5  217.41.168.71 (217.41.168.71)  29.861 ms  30.073 ms  134.691 ms
 6  217.41.168.107 (217.41.168.107)  30.530 ms  30.647 ms  132.788 ms
 7  acc1-10gige-0-1-0-5.l-far.21cn-ipp.bt.net (109.159.249.82)  30.854 ms  32.274 ms  135.101 ms
 8  core2-te0-0-0-7.faraday.ukcore.bt.net (109.159.249.7)  33.355 ms  36.358 ms  128.399 ms
 9  host213-121-193-137.ukcore.bt.net (213.121.193.137)  31.426 ms  29.610 ms  134.100 ms
10  lndgw2.arcor-ip.net (195.66.224.124)  36.516 ms  30.965 ms  34.613 ms
11  85.205.116.10 (85.205.116.10)  31.493 ms  31.623 ms  31.643 ms

 Things I have tried:

1. Opened ports TCP: 8, 50 & 1723; UDP 123, 500, & 4500

2. Put SureSignal on DMZ

3. Restarted both BHH3 and SureSignal in a variety of orders.

4. Deregistered VSS and re registered.

5. Replaced the cables between VSS & BHH3

6. Factory reset the BHH3

7. Factory reset the VSS (*See below)

[edit]

Also enabled port clamping

Cannot set MTU above 1492 as that is the max allowed by BHH3

Factory reset instructions:

1. Hold down the reset button until all the lights show/flash (about 30 seconds)

2. Keeping the reset button held down, remove then re-insert the power lead

3. Once all the lights display, release the reset button

4. The Sure Signal will come online in about an hour

For me, holding the reset button, after a while, the lights flash in turn, top to bottom.

Next I remove power and re-insert it.

Again after a while the lights flash in turn, top to bottom.

I assume this is a reset, but the instructions describe "all the lights show/flash" which is a little different.

What else do I try?

Could someone from vodafone force a resync please.

Many thanks

Tom

[Retired-Andy]

Hi thcousins,

Thanks for the information you’ve provided. Everything looks fine with the details you’ve provided and, although the traceroute figures are a little high, they shouldn’t affect the Sure Signal working.

Can you confirm the Sure Signal serial number please; they are normally 11 digits long, whereas the one you’ve posted is only 9. Once we have this information, we can perform the resync for you. Also, can you let us know what your external IP is?

Thanks

Andrew

[thcousins]

Hello Andrew,

VSS Serial number: 

21230693984 - (previous number was part number, Doh!)

My SureSignal is assigned a static IP:

81.143.31.253

 Thanks

[Ben_H]

Hi thcousins,

Thanks for that!

Looking at our systems, your unit hasn't synchronised correctly since it last registered on the 4th April. To that end, I've pushed the synchronisation through manually. To complete the action I'll need you to do a reset soft reset of the unit and then leave it plugged in for about an hour before retesting. Can you do this for me and confirm all is working again?

Cheers, Ben

[thcousins]

Hello Ben,

Soft reset? 

How does one do that?

[Retired-James]

Hi thcousins,

I’m sorry but what Ben meant was a factory reset on the Sure Signal.

Factory reset instructions:

1. Hold down the reset button until all the lights show/flash (about 30 seconds)

2. Keeping the reset button held down, remove then re-insert the power lead

3. Once all the lights display, release the reset button

4. The Sure Signal will come online in about an hour

James

[thcousins]

Still not connected. :manfrustrated:

Top light flashing.

What next?

[Jenny]

Hi thcousins,

Thanks for getting back to us.

I’ve checked your serial number and this still hasn’t updated.

I’ve re-synced this for you again today, so please complete this process by performing another factory reset as follows:

-Hold in the reset button until all the lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all of the lights to come on then release the reset button

I know you’ve already done this once but it can sometimes take a couple of attempts.

Thanks,

Jen

[thcousins]

I cannot get the unit to light up as you describe.

I am holding in the reset button - the only button on the unit.

After 5-7 seconds the power light goes solid.

After 25-30 seconds the lights flash in sequence, then return to just the power light.

If I continue to hold, the unit repeats this cycle.

If I remove the power lead, wait 3 second and reconnect while still holding reset button, I get the same sequential flashing on lights after 25-30 second.

I never get "all the lights go solid".

Is this a problem? I can post a video if required.

[Retired-Dave]

Hi thcousins,

The flashing power light enerally indicates a hardware fault with the Sure Signal. It sounds like the BT Infinity aspect may just be coincidental timing.

The Sure Signal has a 2 year warranty, so if you bought it within the last 2 years, you can send it for repair.

Dave