Red light only with BT HUB4

[nickrobs13]

Good morning

I took delivery of a BT HomeHub 4 to replace my HomeHub3 about three weeks ago.

The Sure Signal worked with the BT HomeHub3.

Now all I get is the red power on light on the very left, nothing else.

I have created a firewall rule to allow ports 8, 50, 500, 123 TCP & 123 UDP, 4500 UDP and 1723, as advised by Vodafone.

The serial number of my SureSignal box is 40131981280.

Could you help please,   Have also tried resetting for 30 seconds on a number of occasions?

Rgrds, Nick

[nickrobs13]

 OK understand.  There is a green light sowing on the SS where the cable is in the port.  Thee is no light at the hub port though. 

[Retired-Kay]

Hi nickrobs13, 

There should be lights at both ends. 

Can you try a different Ethernet cable and let us know what happens? 

Thanks, 

Kay

[nickrobs13]

Hi there, we have already tried a different cable, no difference.  We have also tried the port in the hub to a PC and the PC shows as a device on the HomeHub.  When we did this, the ethernet cable did not light up in the back of the HomeHub either, but was recognised as a device.   You will see in the extract below that the BT Exec went through this with us:

"We tried both a homehub3 and homehub4 with 2 different Ethernet cables and the SureSignal box would not show as a device connected to the hub.  We checked to see if the fault was with the home hubs or the cables by connecting your mac via Ethernet and this showed up in your hub absolutely fine, which by process of elimination indicates a fault with the SureSignal box."

[Ben_H]

Hi nickrobs13,

I'm a little confused as to why the executive engineer at BT is suggesting it's a faulty Sure Signal if these issues only started when you went from homehub3 to homehub4.

If you still have the homehub3 to test it again, you'll probably see that the Sure Signal is still operating fine.  

Your 40131981280 Sure Signal still hasn't been able to contact to us since 9th July which seems to tie in with the time mentioned in your first post. If you're unable to test the Sure Signal on your old homehub3, can you try an alternative web connection so we can rule out a fault with the unit once and for all?

Cheers, Ben

[tmwr]

Please note on at least two or three occasions in this thread, it states that the Sure signal no longer works with either the hub3 or hub4. The ethernet cable has been changed and the one with the sure signal box was also tested by plugging it into another device, where it clearly showed as a device on the BT homehub.  Please read this issue from the start.  Many thanks

[grolschuk]

I don't know my way around the homehub4, but are there any settings in there to control the line speed of the network port?

It will probably be set to Automatic, with options for 1000/100/10 mpbs both single and duplex.

If you could change the port that the SS is plugged into from Auto to 100 Duplex and see if you get a connection light at both ends, that may fix things.

If there is no line speed options, then it may be worth trying a switch in between SS and the router (maybe the switch ports from the HH3)

[tmwr]

Ethernet port 1,2 and 3 are 100 and port4 1000.
 
But its irrelevant, we know the ports on the hub are working and configured correctly as other devices connect up fine.

[Retired-Dave]

Hi tmwr,

Just to check, are you and nickrobs13 referring to the same Sure Signal? I don't want to assume anything and risk things becoming more confused.

The settings check is worth considering as different devices may require slightly different settings. One working does not mean all will.

If this is the same case, then I'm still concerned by the traceroute result. That check, like the speed tests, goes straight from the computer to the hub to the internet connection, so it ignores the Sure Signal. This suggests that the connection itself can't reach our servers.

So we can look closer, can you confirm the other details Matt requested:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

If possible, I'd also suggest trying Ben's suggestion of trying on an alternate web connection to test if it works there.

If yours is a different case, can you confirm the serial number and all the information Matt requested.

Dave

[grolschuk]

It isn't irrelevant.

The SS and router are not talking to each other hence the lack of link lights.

One of the things that could be causing this is the auto negoiation between the 2 devices not picking up the correct speed at one of the ends.

Hence forcing it to be set manually, rather than auto, will stop the router trying to connect at 1000 if the SS only runs at 100

Also do you have anything else around that may be able to act as a switch inbetween, so that the SS gets a link with a different bit of hardware. (if using a 2nd router, turn of DHCP and the 4 ports will act as a switch)

[tmwr]

Hi, yes its the same sure signal case, I've been asking BT to help respond to your questions, can you not get on a call with myself and BT so we can get this resloved?