Please resynch surestart box

[xyzcharliechoo]

Hi

Our surestart v1 box is no longer working. Only the top power light is on. I have done the recommended power down and reset to no avail. and also reset router. Serial number is 21230520278. It is connected to a BT home hub 4. We have no problems with WiFi connections.

Please can you send a resynch from your end.

Many thanks

Charlie

[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

[xyzcharliechoo]

Sorry should have said sure signal not sure start(!)

Here are the results

Ping: 37ms
Download speed : 1.21 Mbps
Upload speed : 0.39 mbps
ip address : 86.133.212.176
ipv6 address : ::ffff:5685:d4b0
Sure signal serial number: 21230520278
traceroute results:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Charlie>tracert 212.183.133.177

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

  1     *        *        *     Request timed out.
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  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.

[Retired-Dave]

Hi xyzcharliechoo,

The speeds and IP all look fine, but the traceroute has me concerned.

This should show the times of a number of "hops" as a connection moves from your computer, through your router to our servers. The fact that yours doesn't even show step one suggests it's not even passing the first step.

Can you retry the traceroute for me to check this wasn't a one-time glitch? 

In the meantime, I've resynched the Sure Signal box, so can you reset it for me?

For Sure Signal version 1 or 2:

• 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.
• The Sure Signal will come online in around 1 hour.

For Sure Signal version 3:

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

If it still fails and the traceroute still shows no results, I'd suggest speaking with your Internet Service Provider (ISP) to see if they can identify anything blocking the connection.

Dave

[xyzcharliechoo]

Hi - Our box is still not working despite your resynch and several restarts from here. Single power light at top until restarted and then two others come on and off intermittantly.

Regarding the tracert above, it doesn't seem to give any response on my machine but on my husband's it does. Both our laptops connect to the wifi/broadband with no problem. I will post the results of the tracert from his when he gets back from work.

The problem started after the storm a couple of weeks ago. It had been working with no problem for a long time (years) but we had a power outage and then several blips of power outs (Mon 28th Oct). Since then we haven't had it work successfully. Do you think it is a hardware error? Can you tell from your end?

Any assistance would be gratefully received as we have no mobile signal here otherwise.

regards

Charlie

[Retired-James]

Hi xyzcharliechoo,

If his is still only showing the slid power light, it would suggest that something is stopping the setup process.

Can you check the following ports have been opened on the router as there has been a few recent amendments on the BT network?

We recommend contacting your ISP or router manufacturer directly for detailed instructions on exactly how to change your router settings. Alternatively, select your router make and model over at http://portforward.com and follow the default guide there.

Destination IP addresses:
212.183.133.181
212.183.133.182
212.183.131.128/26

8          TCP     UDP

50        TCP     UDP

123                  UDP

500                  UDP

1723    TCP     UDP

4500                UDP

James

[Ben_H]

Hi Charlie,

I'm a bit concerned that BT are refusing to help you with port forwarding. All broadband operators should offer support for this (be it complimentary or charged). Have you spoken to their technical team about this in case the agent you spoke to wasn't trained for this?

I'm afraid we're unable to provide support directly on third party equipment beyond the link Andy supplied above. Please post back the outcome after pushing this with BT.  

Cheers, Ben

[xyzcharliechoo]

This is still a problem and we still have no mobile signal. We are all going slightly mad... The SS v1 box has been rebooted so many times. It goes through a number of lights on / flashing etc. Eventually just stays on top light on.

Port forwarding is setup correctly.  Tracert still times out to any address (completely baffling me as we have no problems connecting to things through browser etc). Is it because its ICMP?

We need to sort this out. Please can you assist. Do you think it's a hardware problem? Would upgrading to latest SS box help?

[Retired-Dave]

Hi xyzcharliechoo,

I haven't seen ICMP come up as an issue before.

Are you connecting via a secure VPN or is there one running in the background? This could explain the traceroute failure, as it could be over-riding your personal security.

Are you able to try the Sure Signal on a different internet connection? This helps rule out a problem with the Sure Signal box. A friend's or neighbour's would be ideal, .

Dave

[xyzcharliechoo]

Hi we have tried it at a different location (at my husband's office down the road) and it still does the same thing. Extremely frustrating as mobile signal round here is non existant. What do you suggest?