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Solution

SS3 and HH5 not working

gillyren
2: Seeker
2: Seeker

‎10-09-2014 08:16 PM

Just got a BT HH5 and our SS3 wont connect to it.  Have tried resetting but hasn't worked.

 

 

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17 REPLIES 17

Retired-Matt_Vo
Moderator (Retired)
Moderator (Retired)

‎11-09-2014 02:18 PM

Hi

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

Matt
Moderator

0 Thanks

gillyren
2: Seeker
2: Seeker
In response to Retired-Matt_Vo

‎15-09-2014 01:28 PM

Hi,

 

Ping 25ms

Download 16.78mbps

Upload 7.52mbps

IP: 86.144.148.120

Serial Number :  40132137049

 

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\home>tracert 212.183.133.177

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

  1     1 ms     3 ms     1 ms  BThomehub.home [192.168.1.254]
  2    10 ms     7 ms     7 ms  217.32.145.131
  3     7 ms     8 ms     8 ms  217.32.145.158
  4     8 ms     8 ms     8 ms  213.120.156.218
  5     8 ms     8 ms     8 ms  213.120.178.67
  6     8 ms     8 ms     8 ms  217.41.168.107
  7     8 ms     8 ms     8 ms  acc1-te0-0-0-20.l-far.21cn-ipp.bt.net [109.159.2
49.92]
  8     8 ms     8 ms     8 ms  core2-te0-15-0-16.faraday.ukcore.bt.net [109.159
.249.25]
  9     9 ms     9 ms    10 ms  peer1-xe8-3-1.telehouse.ukcore.bt.net [213.121.1
93.109]
 10    11 ms    11 ms    12 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    10 ms     9 ms    10 ms  85.205.0.93
 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.

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Retired-Simon
Moderator (Retired)
Moderator (Retired)
In response to gillyren

‎16-09-2014 12:37 PM

Hi gillyren,

 

Your checks all look fine.

 

What light sequence do you see on the Sure Signal?

 

Thanks,

 

Simon

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gillyren
2: Seeker
2: Seeker
In response to Retired-Simon

‎16-09-2014 04:04 PM

Hi,

The phone icon is constant orange and the power light is flasing red

 

Thanks

 

Gill

0 Thanks

Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to gillyren

‎17-09-2014 04:50 PM

Hi gillyren, 

 

This issue means the Sure Signal is having issues connecting to your router. 

 

Please confirm the Sure Signal is connected directly to the router (and not through a network switch). 

 

I'd also recommend trying a new Ethernet cable to see if this makes a difference. 

 

Let us know how you get on, 

 

Kay

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paulpjjones
2: Seeker
2: Seeker

‎10-02-2015 09:20 PM

Hi all I'm having the same problem, ever since going to a hh5 on fttc my ss3 has not worked. I've opened the ports as advised by one of your colleges had a solid red light and one flashing white light for a few days but now i've just got a solid red light again help please.

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Retired-Sarah
Moderator (Retired)
Moderator (Retired)
In response to paulpjjones

‎11-02-2015 01:53 PM

 

Hi @paulpjjones 

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,

Sarah

0 Thanks

paulpjjones
2: Seeker
2: Seeker
In response to Retired-Sarah

‎11-02-2015 04:46 PM

Hi Sarah here are my test results

 

Ping-31ms

download- 69.39

up-17.97

external ip 81.151.205.186

 

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Deryn>tracert 212.183.133.177

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

  1     4 ms     2 ms     2 ms  BThomehub.home [192.168.1.254
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    18 ms    19 ms    18 ms  31.55.187.224
  5    18 ms    18 ms    18 ms  195.99.127.168
  6    18 ms    19 ms    19 ms  195.99.127.70
  7    21 ms    19 ms    19 ms  62.6.201.187
  8    23 ms    91 ms    21 ms  lndgw2.arcor-ip.net [195.66.2
  9    20 ms    21 ms    20 ms  85.205.0.93
 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.

 

Thanks Paul

         

0 Thanks

paulpjjones
2: Seeker
2: Seeker
In response to paulpjjones

‎11-02-2015 04:48 PM

sorry ss3 serial is    40131627198

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