Sure Signal 1 and BT Home Hub 5

[timchippingtond]

Hi

We have had a SS1 box for several years, and so far it has been quite reliable. But since yesterday or so we have not got any connection signal. We have the power light on constant green, and sometimes the second light flashes green intermittently. I have been through the troubleshooting guide. We have tried to do a reset several times. We can see the SS1 box from our BT Home Hub 5 list of connected devices. Bandwidth and ping to the rest of the internet seems fine. 

This is with a BT Home Hub 5 on BT Infinity 2

Serial number of the SS1 box is 21224504650

Thanks

Tim

[Retired-Matt_Vo]

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

[timchippingtond]

OK, after the last time, it came back for a while, then has been off and on for the last few weeks or so. Yesterday it was looking completely dead with no lights showing at all, but doing another reset seemed to bring it back to life for a while, but it still refuses to work. In the past it has been working fine for months, even after we swapped to BT Infinity connection with a BT Home Hub 3, then another swapped BT Home Hub 3 (swapped by BT because of a separate problem) and now with a BT Home Hub 5 which has been working for months until recently.

I have been through the troubleshooting thread several times and nothing seems to work any more. Its a BT infinity connection through a HomeHub5, so I have also tried the VPN port clamping fix, but can't change the MTU size.

So, the speedtest results show a 7ms ping, download at 34.88 mbps, upload at 8.16 mbps

Pingtest shows line quality A (MOS 4.40), Ping 11ms, Jitter 2ms

tracert gives me:

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 <1 ms <1 ms BThomehub.home [192.168.1.254]
2 5 ms 5 ms 5 ms 217.32.147.7
3 6 ms 5 ms 6 ms 217.32.147.30
4 6 ms 6 ms 7 ms 213.120.176.42
5 7 ms 7 ms 7 ms 217.41.168.237
6 6 ms 6 ms 8 ms 217.41.168.109
7 8 ms 7 ms 6 ms acc2-te0-0-0-20.l-far.21cn-ipp.bt.net [109.159.249.220]
8 7 ms 7 ms 7 ms core1-te0-15-0-16.faraday.ukcore.bt.net [109.159.249.157]
9 7 ms 7 ms 7 ms host213-121-193-111.ukcore.bt.net [213.121.193.111]
10 9 ms 7 ms 8 ms t2c3-xe-0-2-0-0.uk-lon1.eu.bt.net [166.49.211.170]
11 7 ms 9 ms 7 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.

External IP address is 86.160.81.4

The Suresignal serial number is 21224504650.

[Retired-Matt_B]

Hi timchippingtond,

Your Sure Signal isn't currently connecting to our servers.

Please try using it in an alternative location as this will rule out any hardware fault with the Sure Signal.

Thanks,

Matt B

[timchippingtond]

When you sya try another location, do you mean in a different houself in the same room?e, via a different ISP, or further along the shelf in the same room?

Tim

[Retired-Ian_]

Hi Tim,

That's a good question.

We need you to try the Sure Signal at a  different post code area.

Ideally if there is a different ISP at this location, that'll help too.

Thanks,

Ian

[timchippingtond]

Hi

We have now tried the sure signal box in other houses on other connections and we still get no mobile connection. In each case we tried plugging it in and leaving it for a while. Doing the reset procedure didn't help either. In one case we thought we might have got a brief flicker of life from the box, but it didn't last.

Where do we go from here - its just not working any more.

Tim

[Ben_H]

Hi Tim,

This would point to an issue with the unit.

As it's well over two years old, I'm afraid the warranty has expired. However, you can purchase a new one here.

Thanks,

Ben