Please re sync my SS box

[windy-ward]

Please send a manual re sync to my SS box serial number 21230681096. I'm going to give it one more chance.

Thanks

Alan

[simpso07]

Please could you re synch my sure signal box.

Serial number: 21197153485

Many thanks

[simpso07]

Kay,

I've done what you said plus a factory reset and no joy, basically my phone won't work in the house now. I've just changed from a normal Sim to a micro sim. Any other suggestions.

Thanks
David

[Retired-James]

Hi Guys,

@ windy-ward – We are currently seeing an issue with some BT customers that is under investigation with BT but at the moment we don’t have any more details available.

In regards to the power cut, the main reason why this sometimes doesn’t always kick back is the fact that it needs to establish the connection but this can’t always be done.

I believe that this is down to the routing and connection protocols it uses.

Unfortunately we can’t send out a new Sure Signal box free of charge and you’d have to buy one.

Can you confirm what light sequence you are now seeing as this will quite often change in these circumstances?

We do have a firmware patch for the version one’s but this will only fix issues where you have lights 1,2 and 4 lit but aren’t getting any 3G signal.

@ simpson07 – What light sequence are you seeing?

James

[windy-ward]

I'm not buying a new SS box on the off chance that it may resolve my issues, that's throwing good money after bad.

Please will you push out a manual re sync and I'll try again. When I hold the reste button after a while all lights flash one after another is that correct.

This is a complete pain for me, the only reason I went with Vodafone was the SS box becauise mobile phone signal are so poor where I live.

Alan

[simpso07]

James

Got all lights bar the phone symbol

[Retired-Dave]

Hi all,

Simpso07 - When you change SIM card, we advise that you remove the number from the Sure Signal, wait about half an hour, then re-add it. If it's the owner number, you can either transfer ownership to another number whilst you do this or de-register the Sure Signal as a whole for the 30 minutes.

I've done a resync, so you'll need to do another reset. Can you try these slightly different steps this time?

• Pull the Ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Insert the Ethernet cable again.
• The Sure Signal will come online in around 1 hour.

I've also taken a look and the system did register a location change a few days ago, which can also cause issues. If you still have issues, try changing the postcode for half an hour as well, then change it back.

---------------------------------

windy-ward - I've done the resync for you, so can you follow the same amended reset steps I've posted above?

Also, can you re-confirm the light sequence you're seeing? As James mentioned, there's something else we can try in specific situations.

Dave

[windy-ward]

Tried a reset last night, the process is:

Unplug ethernet cable

Press and hold reset button, lights 1 on,

1 off 2 on

2 off 3 on

3 off 4 on

4 off 1 on

Pull the plug:

Plug back in:

Ethernet cable back in:

Light sequence is the same as above

Eventualy light 2 comes on solid, then light 4 starts to flash, it never goes to a solid light.

SS box then appears to do a reset because the ligt sequence matches the reset sequence above and the whole process repeats itself,

This happens a number of times not sure how many.

Currently I have lights 1 and 2 solid and a flashing light 4, which will then change to just light 1 and then after about 2 minutes light 2 will flash before becoming solid followed by a flashing light 4, at no stage does it ever sort itself out.

I have a BT HH4

Why?

What's wrong with it?

Am I wasting my time?

Should I give and go somewhere else for my mobile phone provider?

Are Vodafone bothered about the poor service I am receiving from one of their devices?

As we are subject to a couple of power cuts a year I presume I cannot rely on the device anyway.

What are Vodafone doing to resolve the issue that blights BT HH customers? Are you actually pushing BT for a resolution or is it simply 'there's a problem BT '

Do you think this service is acceprable?

Do you think that customers should have to fiddle about asking for manual re sync signals to be sent to the SS box just because of a power failure, something, if we are to beleive the doom mongers will happen more and more?

Alan

[Retired-Dave]

Hi windy-ward,

How long did you wait before plugging the power cable back in, and did you keep the button pressed whilst you did this?

The BT Home Hub issue is specifically associated with the Home Hub 3. You can see the latest update on this here.

Normally the box will start working out of the box, but sometimes we need to check a few of the things which should pick up automatically.

Looking at the thread, there are a couple of things we haven't checked which may help. Just in case we've missed something , can you confirm the information below for me as well:

 - Your speed test results from here.

 - Your ping test results from here.

 - Your external IP address from here.

can you also post the results of a traceroute?

VSS Traceroute command

 - 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.

Dave

[windy-ward]

Dave

I waited about 30 seconds before I plugged the power cable back in and the reste button was kept pressed.

The irony is that the SS box was more reliable with my HH3!

Download           53.92Mbps

Upload                 14.46Mbps

Ping                       23ms

Jitter                      1ms

IP Address          86.168.29.61

IPV6                       ::ffff:56a8:1d3d

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    16 ms    15 ms    15 ms  217.32.141.0

  3    17 ms    15 ms    15 ms  217.32.140.206

  4    21 ms    21 ms    21 ms  217.41.216.130

  5    21 ms    21 ms    21 ms  31.55.164.51

  6    21 ms    21 ms    21 ms  31.55.164.107

  7    20 ms    20 ms    20 ms  acc1-10GigE-0-1-0-6.bm.21cn-ipp.bt.net [109.159.

248.94]

  8    27 ms    27 ms    27 ms  core1-te0-15-0-15.ealing.ukcore.bt.net [109.159.

248.40]

  9    26 ms    26 ms    26 ms  peer1-xe3-2-0.telehouse.ukcore.bt.net [109.159.2

54.205]

 10    29 ms    27 ms    27 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    28 ms    28 ms    28 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,

Thanks for the details. I've checked out your traceroute, speedtest and IP details and everything checks out.

If you're unable to test the Sure Signal on an alternative internet connection then please refer to the repair page here to get your unit serviced to check for faults.

Cheers, Ben