No 3G through SS1 since power cut

[Poppa_K]

Serial no 21221756014
We have three Vodafone numbers registered to our Sagem SS1 hub using two x iPhone 4s and one iPhone 4.
The SS hub is linked by the Ethernet cable it came with to a BT Infinity hub. I have tried the cable in different ports.
The device has worked fine since we got it in 2010, until we had a two hour power outage on Friday afternoon 22 March. Power cuts aren't uncommon where I live and they haven't affected the device before.
The correct three lights are showing and I re-set the hub around 24 hours ago. The lights sequenced correctly as it restarted. The two lights adjacent to the Ethernet port are active, the green light is solid and the orange light is flashing. I am reluctant to reset the hub again as I understand it "can take up to 24 hours" for it to work properly.
Grateful for advice.

[Phil]

Hi Poppa_K, 

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

Phil

[Poppa_K]

Hi Phil

Thank you for your swift response. Here are the details requested:

Sure Signal serial number:21221756014

Your speed test results Download 23.54 mbps; Upload 15.83mbps (done on iPad via wi-fi)

Your ping test result 46ms

Your external IP address 86.166.97.116

The results of a traceroute.

Microsoft Windows [Version 6.1.7601]

C:\Users\Lorraine>tracert 212.183.133.177

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

1 30 ms 2 ms 2 ms BTHomeHub.home [192.168.1.254]
2 8 ms 8 ms 8 ms 217.32.142.3
3 10 ms 15 ms 8 ms 217.32.142.30
4 11 ms 8 ms 9 ms 212.140.206.150
5 9 ms 11 ms 9 ms 31.55.165.227
6 11 ms 9 ms 18 ms 31.55.165.109
7 8 ms 8 ms 8 ms 109.159.250.232
8 22 ms 21 ms 23 ms core1-te0-13-0-14.ilford.ukcore.bt.net [109.159.
250.174]
9 16 ms 23 ms 16 ms host213-121-193-152.ukcore.bt.net [213.121.193.1
52]
10 31 ms 20 ms 21 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 21 ms 20 ms 21 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

(Remainder of request all "timed out") 

[Retired-James]

Hi Poppa_K,

Thank you for getting back to us with the additional information.

From what I can see everything looks fine with the results that you have posted and with the Sure Signal registration.

If this has been caused by a recent power or internet outage then a re-sync may resolve the issue for you.

I have re-synced this for you now; please can you leave this for one hour and let me know if you are still experiencing any problems.

James

[Poppa_K]

Hi James

Just home from work (where I had 3G) and sadly no luck following your re-sync. One other iPhone 4S user has been home for most of the day and they too have no signal. The lights on the SS1 are as described earlier in this thread. I have now tried resetting the SS1 but still no joy. Grateful for your further advice.

Regards

Ian

[Retired-James]

Hi Poppa_K,

Thanks for getting back to me.

I can see that it updated again so that side of things look fine.

Would you be able to test this on a neighbour’s internet connection (with a different ISP) to see if the issue can be tracked down to equipment (Sure Signal) issue or a setup/router issue?

James

[Poppa_K]

No I'm sorry, that's really inconvenient. I'm happy to try the new Sure Signal if you care to send me one as a longstanding customer with 3 contracted numbers. If Vodafone provided a usable signal I wouldn't require a SureSignal.

[Retired-Kay]

Hi Poppa_K, 

The issue could be related to your Internet Service Provider or your router, the only way to know for sure is to try what James has previously mentioned. If this is the case sending out new Sure Signals won't resolve the issue, it's not something we can arrange unfortunately.

I'm extremely sorry for any inconvenience caused but to help further we need to know where the issue lies. 

Kay 

[Poppa_K]

HI

i have persuaded a friend to let me use his Sky broadband (not faster) conneection.  Here are the results:

Speeds: Uploads - 0.56mbps; Download - 0.52mbps Ping 52

IP Address 90.220.207.79

Tracert: 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Lorraine>tracert 212.183.133.177

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

1 267 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 41 ms 44 ms 38 ms ip-89-200-132-230.ov.easynet.net [89.200.132.230
]
4 32 ms 39 ms 39 ms ip-84-38-37-126.easynet.co.uk [84.38.37.126]
5 31 ms 31 ms 32 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
6 61 ms 60 ms 59 ms AMDGW1.arcor-ip.net [195.69.145.123]
7 66 ms 60 ms 72 ms 188.111.129.25
8 66 ms 65 ms 64 ms 85.205.116.14
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

Grateful for your further advice. 

[Retired-Dave]

Hi Poppa_K,

The Sure Signal needs a minimum 1Mb download speed to avoid timing out. This connection would not be suitable for a Sure Signal, although it might be enough to test for comparison. Did the Sure Signal act differently on this connection?

Dave