Registered 48 hrs, 'can't access internet properly' lights on.

[alipee]

Hi

On Friday I bought and registered a new SS V3 after my 2 year old V2 conked out 6 months or so ago. I had the messages that the SS has been registered however after 48 hours the SS has still not connected to the internet. (Red light flashing, lights 1 & 3 solid orange). I have tried various other devices all of which connect to my broadband wirelessly with no issues. Please can you advise what I can try next to get this working.

Thank you.

[alipee]

I'm still waiting for a response from Vodafone and it's now heading towards 72 hours since I received notification that the box was registered. I've since reset the broadband and V3 and still nothing. Please advise, this is now becoming an expensive ornament.

[Jenny]

Hi alipee,

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

Jenny

[alipee]

Hi

My speed test results - Ping 40s Upload 3.71Mbps Download 0.36Mbps

My ping test results - Ping 43Ms Jitter 9Ms

My IP is 5.81.227.40

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  api (192.168.1.254)  1.527 ms  1.176 ms  1.098 ms

 2  esr8.kingston4.broadband.bt.net (217.47.46.147)  1390.135 ms  1457.086 ms  1432.319 ms

 3  217.47.46.77 (217.47.46.77)  1536.109 ms  1533.607 ms  1535.974 ms

 4  213.1.69.54 (213.1.69.54)  613.898 ms  749.100 ms  786.652 ms

 5  217.41.168.103 (217.41.168.103)  809.673 ms  881.702 ms  921.799 ms

 6  213.120.178.69 (213.120.178.69)  921.180 ms  920.932 ms  921.652 ms

 7  217.41.168.109 (217.41.168.109)  921.614 ms  1070.259 ms  1228.563 ms

 8  acc2-10gige-0-1-0-5.l-far.21cn-ipp.bt.net (109.159.249.210)  1228.958 ms

    109.159.249.246 (109.159.249.246)  1120.636 ms

    acc2-te0-4-0-11.l-far.21cn-ipp.bt.net (109.159.255.206)  1378.472 ms

 9  core1-te0-15-0-15.faraday.ukcore.bt.net (109.159.249.149)  1419.216 ms

    core2-te0-0-0-17.faraday.ukcore.bt.net (109.159.249.135)  1117.487 ms  1389.334 ms

10  62.6.201.185 (62.6.201.185)  1228.510 ms  1378.982 ms

    peer1-xe8-0-0.telehouse.ukcore.bt.net (109.159.254.173)  1228.738 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  1427.947 ms  1398.657 ms  1536.266 ms

12  85.205.0.93 (85.205.0.93)  1536.069 ms  1063.542 ms  32.782 ms

13  * * *

14  * * *

15  * * *

16  * * *

Serial Number: 42143131987

[Sukhi]

Hi alipee,

Thanks for providing the results. Your speed tests look ok and your IP address is on the whitelist.

The hops on the traceroute seem very high, I'd recommend you contact your ISP to see if they've made any changes.

Thanks,

Sukhi

[alipee]

Hi Sukhi

I don't understand what you mean by 'hops on the traceroute'...please can you explain. 

Is there a reason why the Sure Signal won't work?

[alipee]

Ok...so I've been looking at forums to try and work out the problem myself as Vodafone aren't being very helpful.

I've opened up and assigned the relevant ports (port forwarding) on my hub but still nothing. 

My service provider BT have changed nothing.

I have a BT Home Hub 2.0 and a Sure Signal V3.

Someone must be able to help me. 

[Retired-Sarah]

Hi alipee,

We’re looking for each of those steps to be under 300ms per step and yours are 1500 ms.

You’ll need to contact your provider.

Thanks,

Sarah