Sure Signal 1 and BT Home Hub 5

[Caedels]

Hi
Hope you can sort this out. Living in an area where there is no available VodaFone signal, the SureSignal v1(SS1) is an essential bit of kit which I have had for years and was working fine, but has now decided to give up the ghost. The issue is as follows:- Mobile phone signal los, so checked SS1 and found it sitting there with lights 1 and 2 glowing green, then light 4 flashes for a while and then the thing reboots and we go through the process again. The specified ports are open on the router as per prevous posts. I have tried everything, resetting, different leads, different locations in the property, de-registered and then re-registered and as a last resort I even tried with a BT Home Hub 3 - always the same result. Fault diagnosis results are as follows: 

External IP: 86.181.75.50

Speed Test:  Down: 62.61 Mbps,  Up: 16.41Mbps

Ping 29ms Jitter 19ms, Line Quality B*

SS1 Serial No: 21197033026

Tracert Results:

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

  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.160]
  2     4 ms     4 ms     4 ms  172.16.14.141
  3     *        *        *     Request timed out.
  4     9 ms     8 ms     8 ms  217.41.216.29
  5    11 ms    11 ms    10 ms  213.120.176.26
  6    28 ms    29 ms    25 ms  217.41.168.147
  7    27 ms    26 ms    28 ms  217.41.168.109
  8    14 ms    15 ms    15 ms  109.159.249.236
  9    11 ms    15 ms    15 ms  core-te0-7-0-6.faraday.ukcore.bt.net [109.159.249.147]
 10    33 ms    36 ms    25 ms  host213-121-193-109.ukcore.bt.net [213.121.193.109]
 11    38 ms    35 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    11 ms    11 ms    11 ms  85.205.116.2
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.

and continues.....

 30     *        *        *     Request timed out.

Trace complete.

Any help,ideas will be greatfully received 

[Caedels]

Can anyone assist.....

[Ben_H]

Hi Caedels,

Welcome to the eForum!

Looking at your results, everything seems fine with the speedtest, traceroute and your IP details. You're also on the latest software for your Sure Signal too. 

I've pushed through a resync as your unit hasn't touched base with our servers for a few days now. To complete it can you:

• 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.
• The Sure Signal will come online in around 1 hour.

Let me know how you get on.

Cheers, Ben

[Caedels]

Hi Ben
Followed your instructions, however the same thing is happening. The light sequence is as follows:

• Reset VSS1
• Light 1 Steady only
• Light 1 Steady, light 2 Blinks
• Light 1 Steady, Light 2 Blinks (Slow), Light 4 Blinks (twice speed of light 2)
• Light 1 and 2 Steady
• Light 1 and 2 Steady, light 4 blinks
• Lights 1, 2, 3 and 4 flash in sequence - we then go back to the beginning  

Should I try a de-register, wait 24 hrs and then re-register again?

This is getting REALLY frustrating!

[Caedels]

Does anyone ever respond to these requests?

[Retired-Dave]

Hi Caedels,

We reply to the posts we receive in time order.

That sounds like the Sure Signal is trying to connect and update itself, then losing the connection. The lights flashing in sequence is also unusual.

Try this slightly different reset procedure. It's helped in some cases:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

To ensure nothing's been changed by any updates, check that you have the following ports open for forwarding on the router:

 - 8

 - 50

 - 123

 - 500

 - 1723

 - 4500

Also, you need to make sure the following IP ranges are allowed on the router and firewall:

212.183.133.177-179

212.183.133.181-182

212.183.131.128-191

Dave

[Caedels]

Thanks Dave

One question, how do I make sure the following IP ranges are allowed on the router and firewall:

212.183.133.177-179

212.183.133.181-182

212.183.131.128-191

I can't see where to enter these on the BT Home Hub v5 admin pages

Having followed you instructions for a different "reboot", the VSS1 is now sat with only Lights 1 and 2 glowing constantly.

Test Results

VSS1 Serial No: 21197033026

Router settings

External IP: 86.186.243.177

Port Clamping: Enabled

Static IP: 192.168.1.99 assigned

Port Forwarding: All required ports opened

Speed Test

Download: 62.69Mbps

Upload: 18.85mbps

Ping Test

Ping: 13ms

Jitter: 1ms

Packet Loss 0%

Line quality: A (MOS 4.40)

PathPing Test results

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  Sidney.home [192.168.1.78]
  1  BThomehub.home [192.168.1.160]
  2  172.16.14.141
  3     *        *        *    
Computing statistics for 50 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Sidney.home [192.168.1.78]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  BThomehub.home [192.168.1.160]
                              100/ 100 =100%   |
  2  ---     100/ 100 =100%     0/ 100 =  0%  172.16.14.141

Trace complete.

Traccert Test Results

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

  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.160]

  2     4 ms     4 ms     5 ms  172.16.14.141
  3     *        *        *     Request timed out.
  4     9 ms    10 ms     9 ms  217.41.216.29
  5    11 ms    10 ms    10 ms  213.120.176.26
  6    12 ms    11 ms    11 ms  213.120.178.71
  7    11 ms    11 ms    11 ms  217.41.168.109
  8    12 ms    12 ms    11 ms  acc2-10GigE-0-2-0-6.l-far.21cn-ipp.bt.net [109.159.249.229]
  9    19 ms    15 ms    15 ms  core2-te0-15-0-4.faraday.ukcore.bt.net [109.159.249.153]
 10    12 ms    12 ms    12 ms  host213-121-193-109.ukcore.bt.net [213.121.193.109]
 11    14 ms    15 ms    16 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    12 ms    13 ms    12 ms  85.205.116.14
 13     *        *        *     Request timed out
 14     *        *        *     Request timed out
 and then continues to ....
 30     *        *        *     Request timed out

Trace complete.

I also tried with a BT Home Hub 3 (last firmware update 17/12/12) and had the same results. The VSS1 did work with this router previously for at least 18 months

Over to you guys as I am now at wit's end - need mobile for work (I work from home), but can't use at home as signal is non-existent

George

[Caedels]

Update
Left overnight - No Change - VSS1 has Lights 1 and 2 on (steady) and then reboots after a while

Changed Ethernet cables again - no change after a reset

VSS1 has Static IP : 192.168.1.99

External IP: 86.186.243.177

Serial No: 21197033026

Download Speed: 62.9 mbps

Upload Speed: 18.91 Mbps

Still need the answer to my question....

How do I make sure the following IP ranges are allowed on the router and firewall?

   212.183.133.177-179

   212.183.133.181-182

   212.183.131.128-191

I can't see where to enter these on the BT Home Hub v5 admin pages

Current PathPing results

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  Sidney.home [192.168.1.78]
  1  BThomehub.home [192.168.1.160]
  2  172.16.14.141
  3     *        *        *    
Computing statistics for 50 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Sidney.home [192.168.1.78]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  BThomehub.home [192.168.1.160]
                              100/ 100 =100%   |
  2  ---     100/ 100 =100%     0/ 100 =  0%  172.16.14.141

Trace complete.

Current Tracert Results

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

  1    <1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.160]
  2     4 ms     4 ms     4 ms  172.16.14.141
  3     *        *        *     Request timed out.
  4     9 ms     8 ms     8 ms  217.41.216.29
  5    11 ms    11 ms    10 ms  213.120.176.26
  6    28 ms    29 ms    25 ms  217.41.168.147
  7    27 ms    26 ms    28 ms  217.41.168.109
  8    14 ms    15 ms    15 ms  109.159.249.236
  9    11 ms    15 ms    15 ms  core-te0-7-0-6.faraday.ukcore.bt.net [109.159.249.147]
 10    33 ms    36 ms    25 ms  host213-121-193-109.ukcore.bt.net [213.121.193.109]
 11    38 ms    35 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    11 ms    11 ms    11 ms  85.205.116.2
 13     *        *        *     Request timed out.
 and continues to....

 30     *        *        *     Request timed out.

Trace complete.

Port Forwarding

Ports open as follows

      Protocol     Port

      Any             8

      Any           50

      UDP         123

      UDP         500

      Any        1723

      UDP       4500

Router: BT Home Hub 5 (Type A),  Software version 4.7.5.1.83.8.173.1.6,  Last updated 04/01/14

Test 1

As an experiment, uPNP now turned off completely on router, plus Firewall disabled

Router restarted and then VSS1 reset

VSS1 displayed the following light sequences

1.   Light 1 steady....time passes

2.   Light 1 steady, light 2 flashing (2 sec on, 2 sec off)  ....time passes

3.   Light 1 Steady, light 4 flashing (1 sec on, 1 sec off)...for a couple of sequences

4.   Light 1 steady, light 2 flashing (2 sec on, 2 sec off) and light 4 flashing (1 sec on, 1 sec off) short time passes

5.   Lights 1 and 2 steady with light 4 flashing (1 sec one, 1 sec off)....time passes

6.   All lights on for 1 sec

7.   All lights off

8.   Lights 1, 2, 3 and then 4 flash in sequence

Then returns to number 1 and repeats the sequence

Test 2

Firewall turned back on

Router restarted and then VSS1 reset

No change in light sequences

Test 3

uPNP turned on, but extended uPNP security turned off

Router restarted and then VSS1 reset

No change in light sequences

Test 4

Extended uPNP security turned on

Router restarted and then VSS1 reset

VSS1 displayed the following light sequences

1.   Light 1 steady

2.   Lights 1 and 3 flashing (1 sec on, 2 sec off) Light 2 flashing (2 sec on, 2 sec off)

3.   Lights 1 and 4 flashing (1 sec on, 1 sec off) Light 2 flashing (2 sec on, 2 sec off)

4.   All lights on for 1 sec

5.   All lights off

6.   Lights 1, 2, 3 and then 4 flash in sequence

7.   Light 1 steady....time passes

8.   Light 1 steady, light 2 flashing (2 sec on, 2 sec off)  ....time passes

9.   Light 1 Steady, light 4 flashing (1 sec on, 1 sec off)...for a couple of sequences

10.     Light 1 steady, light 2 flashing (2 sec on, 2 sec off) and light 4 flashing (1 sec on, 1 sec off) short time passes

11.     Lights 1 and 2 steady with light 4 flashing (1 sec one, 1 sec off)....time passes

12.     The remains at Lights 1 and 2 steady

After a while, VSS1 reboots and starts the sequence again from 6 (sequence 1-5 are not repeated)

Brain is now is now totally screwed....

[Caedels]

Having tried a TP-LINK TL-WDR4300 and the OpenReach modem (instead of the Home Hub 5), it would appear that I am connecting witth PPoE. Router easily setup with same spec as HH5.

VSS1 CONTINUES TO FAIL.

Does this mean that the VSS1 will NEVER achieve a satisfactory connection? 
Has anyone been able to get a VSS1 to work over BT Infinity and if so what hardware was used?
VF - Reading the many other threads on this issue it would appear that you need to pull your finger out and make these things work ! Not so much PnP, more PnF (f=Fail by the way...) It seems to me that you are failing to keep up with the default broadband specifications of the main broadband suppliers in the UK. Me thinks it may be time to move to someone who does

I appreciate that I am one of many customers that you intetract with everyday, but I would really appreciate it if someone from the team could clarify what I should do next - so far I have not been impressed with the time taken to respond. I tried using 191, but they were obvioulsy following a script -  sent me two emails,  one on how to reset the VSS1 and the second on port forwarding 

Time is money and and I am wasting time trying to get this sorted - Not a Happy Bunny !!!

[Gemma]

Hi George,

Thanks for taking your time to post again.

Your Sure Signal did make contact with the network at 03:20am today.

Please could you test the Sure Signal on a different connection ie at a friends or neighbours?

Thanks,

Gemma