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

[tmwr]

See reply below from BT..... I have also just tried port 4 no and no change.

We’ve tested the SS box on both the hub3.0 and hub4.0,
 
Ethernet ports 1, 2 and 3 on the both the hub 3 and hub 4 are configured at 100 and port 4 is configured at 1000 (have you tried port 4 yet? If not give that a go but as they are saying it needs 100 Mbps transfer rate then ports 1-3 are the correct ones to connect it to).
 
I’m not sure why they are over-complicating things by asking you to setup a switch on your home network… I appreciate this would rule out the hub from causing the problem (but we’ve already done that testing with the version 3 and 4 home hubs).

[grolschuk]

Maybe one of the tech team can join a call with BT, I'm just another customer trying to help out with some lateral thinking on a problem that I have not seen pop up on here before...

Did you let the guy at BT know that there was no link between the Hub and the Suresignal and that is why I suggested a switch?

The testing of the v3 (works) and v4 (does not work) seems to point a physical communication issue between the 2 devices and nothing is going to work if network connection lights are not lit.

If the network lights light up (green and orange) while in a switch, fab it has a connection

Plug the switch into the HomeHub, that connectes great! there is now a connection between SS and Router and it may start working.

[grolschuk]

Actually - apologies

I have just reread through the entire thread, and totally missed the point where you said the HHv3 had now stopped working too.

I have been running on the assumption that the HHv3 is fine and the HHv4 is not working.

It does now sound like something has gone belly up with the network card in the SS, but again will leave it for the tech team here to give an official response as they may have some other ideas and fixes.

[tmwr]

Thank you for trying to help out.  Its a shame vodafone, can't agree to get on a three way call to resolve! 

[Retired-Andy]

Hi tmwr,

So we can look to see where the issue lies, can you re-run the traceroute to see if it’s changed from the initial one?

We’ll also need the following information:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

It may be that you’re affected by the issue mentioned here but we’ll need to rule out any other possibility first.

We wouldn’t be able to take part in a conference call with BT.

Thanks

Andrew

[tmwr]

Trace the same.



C:\Users\nicrober>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.
C:\Users\nicrober>

[Retired-Dave]

Hi tmwr,

If you can confirm the details requested in the last post we'll be happy to help look into this further. 

Dave

[tmwr]

IP address
86.154.103.167
Hi, details as required.

http://www.pingtest.net/result/84097707.png


http://www.speedtest.net/my-result/2854737293

[tmwr]

Hi, please can you reply? I have today also been around to our neighbours house and plugged the sure signal into their router and only the power light comes on. This is totally unacceptable we've spent far too much time on this. Please arrange to send a replacement as my husband is unable to work from home as his mobile phone doesn't work without the sure signal.

[Retired-James]

Hi tmwr,

Can you let me know the Sure Signal serial number so I can check the registration?

Also, please can you disable any firewalls that you have on the router and run the traceroute again because it looks like its being blocked?

This could also happen if you have an active VPN (Virtual Private Network) open on the network for your husband’s home working.

James