SS V2 worked on BT Business ADSL but does not register on BT Business Infinity

[shammond_uk]

Hi,

Since moving my Suresignal V2 to a BT Business Infinity line, it refuses to register. It is connected to a Business Hub 3 which I understand there is some unknown clash with, but this is the only router option BT give on the business service.

Is there no further troubleshooting that can be done? My call to the helpdesk today suggests not. Has anybody got their SureSignal working with a Business Hub 3? 

I have followed the instructions online about opening ports, but this made no difference. Any other suggestions?

Thanks

Steve

[shammond_uk]

As requested in another thread, here is the tracert output for this circuit:

C:\Users\terri>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 47 ms 2 ms 2 ms BTBusinessHub.home [192.168.1.254]
2 30 ms 29 ms 29 ms host81-134-80-1.in-addr.btopenworld.com [81.134.80.1]
3 30 ms 29 ms 29 ms 213.120.182.141
4 31 ms 32 ms 30 ms 213.120.161.82
5 31 ms 31 ms 31 ms 31.55.164.179
6 32 ms 31 ms 63 ms 31.55.164.107
7 37 ms 37 ms 38 ms acc1-10GigE-0-3-0-7.bm.21cn-ipp.bt.net [109.159.
248.118]
8 39 ms 38 ms 38 ms core1-te0-3-0-2.ealing.ukcore.bt.net [109.159.248.16]
9 40 ms 39 ms 39 ms peer2-xe4-1-0.telehouse.ukcore.bt.net [109.159.252.25]
10 40 ms 41 ms 39 ms 166-49-211-184.eu.bt.net [166.49.211.184]
11 42 ms 90 ms 43 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

[Retired-Andy]

Hi shammomd_uk,

Can you let us have the following information please:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
Your Sure Signal serial number:

This will help us get the quickest possible resolution for you.

Thanks

Andy

[shammond_uk]

Speed test: 12.42 / 1.36

Ping test: http://www.pingtest.net/result/94548083.png

External IP: 81.136.139.53   (fixed)

[shammond_uk]

Suresignal S/N: 40114293141

[Retired-Ian_]

Hi shammond_uk,

Thanks for supplying the information.

We're aware of issues with BT Hub 3 . 

Can you speak to BT to see if they're able to offer any help with this?

Also it would be helpful if you can let us know the light sequence you see on the Sure Signal?

Thanks

Ian

[shammond_uk]

I spoke with BT and they referred me directly to you. I have many other devices connected without issue - only the SureSignal is having any trouble.

Hub3 on its own is a red herring - I have two circuits currently (as I am in transition). Both have a BT Hub3 on them - one connects to BT Business Infinity and the other to BT Business ADSL. On Infinity the Suresignal will not register. Moving it to the ADSL line (also over Hub3) works fine. The ADSL circuit will shortly be ceased.

In terms of lights, power is on steady, the other two light flash for a while and then just go out and stay out.

[DaveCD]

Hi shammond_uk

I know you mention it above but please can you confirm that these ports are all open?

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Is there any other firewalls/security on the router that are different?

DaveCD