Problem with BT Home Hub 3

[jaypeecee]

Hi Folks,

I had a BT Home Hub 3 installed today on a BT Infinity line. BT Infinity is BT's (optical) fibre to the cabinet (FTTC) superfast broadband connection. The problem is that, having connected my Sure Signal to the Home Hub via Ethernet, the Sure Signal doesn't work anymore. I tried holding in the reset button, then disconnect power, then reconnect and when the power LED came on, released the reset button. The two white LEDs then came on, flashed for a while and then stopped. I see that others have had problems with a BT Home Hub but I'm not sure what the solution is. Any suggestions, please?

[allegoricus]

Hi jayceepee,

In your siituation (i.e. a new router) I would be looking at whether traffic is being admitted on all of the required ports. The lazy way to achieve this is to place the Sure Signal box in the DMZ (assuming the Home Hub supports that).

The other thing is to request a resync (the Vodafone tech people will do this when they become aware of the requirement). After this you will be asked to do another reset.

HTH,

Peter

[jaypeecee]

Peter,

Many thanks.

As I'm trying to do half a dozen things at the same time, I think I'll go for your second suggestion. How will the Vodafone techies become aware of the need to do a resync? Does my Sure Signal need to be connected to the Home Hub when they do this? I ask this question because, right now, it's disconnected from the Home Hub.

Thanks again.

JPC

[allegoricus]

JPC,

If I were you, I would leave the VSS powered and attached. You never know whether something might get changed at the Voda end of things that may provide a cure.

We know nothing of the architecture at the Vodafone end of things, although it's known that the system isn't intrinsically complex.

I tagged my previous reply with 'resync' although I don't know whether the tech people scan on tags, or whetther they just read their way through all the messages, acting wherever thtey see a need.

TTYL,

Peter

[Retired-Dave]

Hi jaypeecee,

We moderate every post on the eForum, so if you post about Sure Signal - or indeed any issue which needs a response from us -  then we'll always pick it up and respond to you in turn.

To start with, we'll need the Sure Signal serial number so we can get to this on the system and resync if needed.

Can you also confirm the fiollowing details for me so we can see if anything jumps out at us given the changes in your set-up?

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

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

Dave

[jaypeecee]

Hello Dave,

Thanks for getting back to me.

Starting with the serial number, it is 40123546539.

Now for the Speed test results...

Ping 15ms
Download speed 36.96 Mbps
Upload speed 7.93 Mbps

Pretty fast, eh? These were measured on a Samsung Galaxy Tab 10.1 a few minutes ago. I'll run the traceroute shortly and add the result to this thread.

Thanks for your assistance.

JPC

[Jimfew]

Actually the BT Infinity vs VSS is a well known issue on here. If you do a search on Sure Signal and BT Infinity you will see lots of issues.

However, your problem might be easy to solve. It would be sensible to put the VSS into the DMZ on the Fibre router rather than programme the six ports which need opening. In this way you can eliminate port restriction as an issue. Once you get the VSS up and running, you can move it out of the DMZ and programme the six ports manually.

In order to get a resynch the easiest way is to ask for it on here and give them the serial number of your VSS (they need this to do a resynch). However, it is better for you to do a full factory reset first by using the reset button on the VSS (it is a bit tricky if you haven't done it before but just do a search on this forum for factory reset and you will get the procedure). If this fails then ask for a resynch. The techies will ask for other information, such as a trace route to see if there is anything obviously amiss.

If, after doing all of this you still have a problem, you may need to change routers but lets not go down that path just yet.

Jim.

[Jimfew]

Sorry, I see Dave replied while I was typing.

[jaypeecee]

Jim,

Many thanks.

I need to better understand the procedure that you are advising. Firstly, you have lost me completely in your second paragraph. In my favour is the fact that I am an Electronics Engineer but not much of a network engineer. However, I'm all ears if you don't mind explaining further.

JPC

[jaypeecee]

Hi Folks,

I thought it was possibly worth adding that I connected the VSS to my original router so that I had two networks running simultaneously in my house. I tried a factory reset on the VSS but to no avail. I don't understand this. Does this shed useful light on the situation?

JPC