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.

[octaviansteve]

The BT Home Hub is on the latest firmware version. 

http://bt.custhelp.com/app/answers/detail/a_id/13073/kw/Home%20Hub%203B%20Firmware/c/346,1887,1892

Can you check when my Sure Signal was de-registered and why?   When it was first set up it was registered through our corporate account administrator, not via the web self care. Is there a difference between web self registration and back office registration?

What causes the Sure Signal to cycle through the reboot sequence, instead of connecting to the Vodafone network?

In the mean time I will also try to find an alternative power supply, and an alternative broadband connection to use.

Steve. 

[Retired-Andy]

Hi Steve,

For security, I can’t say when the Sure Signal was deregistered.

It’s currently showing as active, and connected to our servers at 3:24am today.

There’s no difference between the two registration methods you mention.

There are two possible causes for the reboot cycle; either there’s a fault with the device, or there’s an intermittent connection issue.

Trying a different broadband connection will determine where the cause lies.

Should the Sure Signal be faulty, it can be sent for repair.

As it’s out of warranty, the repair would be chargeable so you may wish to consider a new Sure Signal at £100.

Cheers,

Andy