Sure Signal 1 and BT Infinity Home Hub 3

[octaviansteve]

I have had a SureSignal working perfectly on my BT Infinity Broadband for over a year, and previously on my standard Broadband.

I am currently using BT  Home Hub 3. 

Recently the SS has stopped working. I have reviewed the troubleshooting pages.

The lights are showing the following sequence

1. Light 1 on

2. Light 1 on & Light 2 flashing

3. Light 1 on Light 2 on & Light 3 flashing

4. Then back to 1. above. 

I have set up the port forwarding the in the BT Home Hub  (although this wasn't necessary previously)

I have swapped ethernet cables and ports on the Home Hub.

I have reset the SS box, first by holding the reset button (until all lights flash), and secondly by holding the reset button (until all lights flash), powercycling, and continuing to hold the reset button (until all lights flash)

Serial Number: 21225083951

Broadband Speed Test

ping 27ms

download 28.07 Mbps

upload 6.92 Mbps

Ping Test

Ping 39ms

Jitter 1ms

External IP address: 109.156.128.29

C:\Windows\System32>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  office-pc.home [192.168.1.103]
  1  BTHomeHub.home [192.168.1.254]
  2  217.32.140.66
  3  217.32.140.14
  4  212.140.235.54
  5  31.55.164.33
  6  31.55.164.107
  7  acc1-10GigE-0-3-0-5.bm.21cn-ipp.bt.net [109.159.248.116]
  8  core1-te0-3-0-2.ealing.ukcore.bt.net [109.159.248.16]
  9  peer2-xe2-0-0.telehouse.ukcore.bt.net [109.159.254.106]
 10  t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net [166.49.211.182]
 11  166-49-211-254.eu.bt.net [166.49.211.254]
 12     *        *        *
Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           office-pc.home [192.168.1.103]
                                0/ 100 =  0%   |
  1    1ms     0/ 100 =  0%     0/ 100 =  0%  BTHomeHub.home [192.168.1.254]
                                0/ 100 =  0%   |
  2   17ms     0/ 100 =  0%     0/ 100 =  0%  217.32.140.66
                                0/ 100 =  0%   |
  3   23ms     0/ 100 =  0%     0/ 100 =  0%  217.32.140.14
                                0/ 100 =  0%   |
  4   17ms     0/ 100 =  0%     0/ 100 =  0%  212.140.235.54
                                0/ 100 =  0%   |
  5   16ms     0/ 100 =  0%     0/ 100 =  0%  31.55.164.33
                                0/ 100 =  0%   |
  6   17ms     0/ 100 =  0%     0/ 100 =  0%  31.55.164.107
                                0/ 100 =  0%   |
  7  ---     100/ 100 =100%   100/ 100 =100%  acc1-10GigE-0-3-0-5.bm.21cn-ipp.bt.net [109.159.248.116]
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%   100/ 100 =100%  core1-te0-3-0-2.ealing.ukcore.bt.net [109.159.248.16]
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%   100/ 100 =100%  peer2-xe2-0-0.telehouse.ukcore.bt.net [109.159.254.106]
                                0/ 100 =  0%   |
 10   24ms     0/ 100 =  0%     0/ 100 =  0%  t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net [166.49.211.182]
                                0/ 100 =  0%   |
 11   24ms     0/ 100 =  0%     0/ 100 =  0%  166-49-211-254.eu.bt.net [166.49.211.254]

Trace complete.

[Retired-Ian_]

Hi octaviansteve,

Thanks for getting in touch.

Your Sure Signal is showing as being deregistered.

Please can you register it for me please?

Let me know if you're still having issues after this.

Thanks.

Ian

[octaviansteve]

I have re-registered the Sure Signal at 14.14 today. 

Two hours later I am still seeing the same behaviour and the Sure Signal is failing to connect. 

I have reset the Sure Signal again.

Please advise if you now see the Sure Signal as registered.

[Ben_H]

Hi octaviansteve,

Thanks for posting back. Homehub 3 users have been having a VPN issue following a firmware update to their routers.

BT have recognised and admitted to the fault at the end of last month on their forum. They've not posted a timescale, but I'd recommend speaking to them to discuss other options.

Cheers, Ben

[octaviansteve]

Hi Ben,

I have found a reference to the BT Home Hub issue here: -

https://community.bt.com/t5/Other-Broadband-Queries/New-firmware-kills-VPN/td-p/1196385/page/17

This, however,  refers to Home Hub 3A versions.  My Home Hub is 3B and has not had a firmware update since November last year.

Current firmware:	V100R001C01B036SP05_L_B
Last updated:	27/11/13

I am also connecting successfully to my corporate VPN over my BT Infinity link, so this would not appear to be the problem. 

I was first advised by Ian_C that my Sure Signal was no longer registered, without any explanation.   I have now re-registered my Sure Signal box.  As per previous request can you confrm that the you now see this as registered and suggest further how this can be resolved.

[Retired-Dave]

Hi octaviansteve,

The Sure Signal is registered now and connected yesterday morning.

I noted on the traceroute that there was high packet loss on steps 7-9. I'd suggest getting BT to take a look and see if anything on the connection is causing this.

Also, are you a BT Infinity business or consumer customer? 

Dave

[octaviansteve]

Hi Dave,

The output shows packet loss to the specific IP addresses in hops 7-9 where ping appears to be blocked on the servers.   The links between the servers show no packet loss (0/100).  When I ping the final server on the list (166-49-211-254.eu.bt.net [166.49.211.254])  I get the following results.

Ping statistics for 166.49.211.254:
    Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 20ms, Maximum = 33ms, Average = 22ms

Therefore there is no evidence that there is a problem with packet loss or round trip delay. 

I am on a consumer BT Infinity Package.

Please advise on how this can be resolved.

Regards,

Steve. 

[Retired-Wayne]

Hi octaviansteve,

I would suggest updating the firmware on your Home Hub.

Once you’ve done this, reset your Sure Signal and let us know how you get on.

Thanks

Wayne

[octaviansteve]

Hi Wayne,

Can you explain why you think a fimware upgrade to my Home Hub is required?   The Sure Signal box has worked perfectly well with the Home Hub for over 12 months, and the firmware on the Home Hub has remained the same since November. 

My Vodafone mobile also had a glitch around the same time whilst I was roaming.  Is there a link between this and my Sure Signal box becoming 'de-registered'?

Other similar posts are suggesting that a firmware upgrade to the Sure Signal box can resolve the issues. 

Steve.

[Retired-Andy]

Hi Steve,

Making sure your Home Hub is on the latest firmware means we can rule this out as a potential cause.

If you’re still seeing the same light sequence, it means the Sure Signal is cycling through a reboot sequence.

I’ve checked and your unit is on the latest firmware.

Try a different power cable to see if this helps.

Also, try the Sure Signal on a different internet connection such as a friend or family member.

Cheers,

Andy