Problems with Sure Signal 3

[NEIL-1958]

hi up graded modem from bt home hub 2 to 4

sure signal not working now

run the tracert

but cant copy 12 to 30 did say requset timed out

[NEIL-1958]

Hi saw that on an earlier post. tried that already and still had amber on and red flashing

[Retired-Sarah]

Hi @NEIL-1958

Please log into your router settings and see if the Sure Signal mac address shows.

You’ll find this on the home page in connector devices under LAN connect.

If this shows, you’ll need to make sure the correct ports are open.

You can find these in the step by step guide.

If the mac doesn’t show, please reboot the router and wait five minutes to restart.

You’ll also need to restart the Sure Signal.

Once both are up and running, log back into the router.

If again this doesn’t show, please try a new Ethernet cable.

Thanks,

Sarah

[Peter54]

My Sure Signal 3 is suffering the same problems as everyone else and no amount of rebootting is making any difference.

Yesterday, I managed to get through to a Vodafone technician who advised me this is a common problem at present for BT Internet customers and that Vodafone and BT are trying to resolve.

So it surprises me that there are so many vodafone 'tech' responses asking for ping details etc etc and suggesting ethernet cable replacements when they already know that this is a countrywide problem at present?

The question is when will they resolve it or do they have problems now that BT are also back in the mobile market again?

[Peter54]

Well, mine is still not working after going offline Sunday pm. Vodafone techie told me yesterday of the problem they having with BT users and sure signal but they hadn't any solution at that time. If some are now working again satisfactorily how is some are not?

I use Version 3, with BT Home Hub 3 on Infinity 2. First significant outage in 2.5 years of use.

[Ben_H]

Hi @Peter54 and @Tennisbikerdude

Welcome to the eForum.

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,
Ben

[Peter54]

We're now at more than 48 hrs since sure signal went down and still nothing has changed.

As requested I have tried to followyour instructions as follows:

Ping 28ms

Download 63.38Mbs

IP 86.174.60.20

CMD command output says:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Peter>tracert212.183.133.177
'tracert212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Peter>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     5 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    18 ms    18 ms    18 ms  217.32.141.12
  3    18 ms    18 ms    18 ms  217.32.140.254
  4    20 ms    20 ms    20 ms  host109-159-245-18.range109-159.btcentralplus.co
m [109.159.245.18]
  5    20 ms    20 ms    20 ms  31.55.164.33
  6    20 ms    20 ms    20 ms  31.55.164.107
  7    24 ms    21 ms    21 ms  acc1-10GigE-0-5-0-6.bm.21cn-ipp.bt.net [109.159.
248.100]
  8    30 ms    29 ms    30 ms  core1-te0-2-5-0.ealing.ukcore.bt.net [109.159.24
8.0]
  9    27 ms    27 ms    33 ms  peer1-xe3-3-0.telehouse.ukcore.bt.net [109.159.2
54.207]
 10    31 ms    29 ms    29 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    29 ms    29 ms    29 ms  85.205.0.86
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *

Let's hope this helps solve the problem?

[Tennisbikerdude]

I have the same issue and have tried the reboot and resets that you recommend many times and replaced the ethernet cable.

The same flashing red and solid orange phone symbol remain.

The Sure Signal device can no longer be seen in the router's home network as a LAN / Ethernet connnection, despite all my efforts to have it recognised. You could always see it before and nothing has changed in any way at my end.

What is the resolution to this please?

N.B. I have an ADSL Home Hub 4 (which has been working with SS3 for a long time).

[NEIL-1958]

as you guys say its a definate interface problem between bt home hub and sure signal. all was ok then i put a home hub 4 in

[NEIL-1958]

took sure safe into work and plugged in there

immediately started to sinq

brought it home and plugged in and working now

thanks for help

[Peter54]

Presumably you changed your registered location postcode when you tried at work?