Replacement SS3 not connecting via BT Homehub 5

[nickbennett77]

I've been using a Suresignal 3 witha BT Homehub 5 (Infinity 2) for 3 years. The SS3 stopped working a few weeks ago and then after a re-start didn't show any lights at all so appeared to be dead.

I got a new SS3 yesterday so after registering the new device and after adjusting the existing port forwarding to use the new SS3 still haven't been able to get the SS3 to connect. After a period of a steady power light and pulsing connection indicator, I get a flashing red power light with the two outermost indicators solid orange.

I can see via my router that the SS3 has been assigned an IP address, I've tried several re-starts of both router and SS3 (via reset button) but no luck.

21/8 - Update : after a couple of days of not connecting, the SS3 is now showing the 'correct' lights, but none of my registered phones will connect so it's still unusable.

Speedtest : 60.92Mbps down, 16.5Mbps up, ping 20ms

Ext IP is 31.53.200.182

SS3 S/N is 43171507882

Tracert results below

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     9 ms     9 ms     9 ms  217.41.216.125
  5    10 ms    10 ms    10 ms  212.140.235.54
  6    10 ms    10 ms    10 ms  213.120.182.67
  7    11 ms    10 ms    11 ms  31.55.164.107
  8    11 ms    10 ms    10 ms  109.159.248.71
  9    16 ms    19 ms    19 ms  core1-te0-10-0-7.ilford.ukcore.bt.net [109.159.248.144]
 10    15 ms    17 ms    17 ms  peer6-te0-10-0-16.telehouse.ukcore.bt.net [109.159.254.171]
 11    15 ms    15 ms    15 ms  t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.228]
 12    15 ms    15 ms    16 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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.

Could you assist please?

[Tash]

@nickbennett77 Thanks for providing us with this information.

I've taken a look into this for you, and can see that the numbers have since successfully added to your Sure Signal.

I can also confirm the device connected with our servers yesterday evening. 

Please let us know if you're continuing to experience any issues, along with the light sequence you're seeing if this has changed in the meantime.

[ropes72]

We had intermittent challenges with the SS3 sure signal which has worked well for some months until recently. We have moved it from its original socket into another room and now does not connect at all. It is plugged directly into a BT hub series 5 but after several restarts, the SS3 has two right-hand lights solid but red light continues to flash which it didn't used to do...

Can you help please many thanks

Peter

[Tash]

@ropes72 So we can look into this for you, please copy and paste the following information with your results in your reply:

Your speed test results from here.

Your external IP address from here.

Your Sure Signal serial number:

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.