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Solution

Sure Signal 1

Nigelbarratt
2: Seeker
2: Seeker

‎04-07-2014 11:46 PM

Hi recently installed Bt home hub 5 and ss 1 which has worked fine has stopped working despite numerous resets.
Any advice?
0 Thanks
9 REPLIES 9

Jenny
Moderator (Retired)
Moderator (Retired)

‎05-07-2014 03:32 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

Jenny

0 Thanks

Nigelbarratt
2: Seeker
2: Seeker
In response to Jenny

‎05-07-2014 04:33 PM

Thanks Jenny

 

Have tried all the ttroubleshooting

 

Here is the info requested

 

Thanks

 

Your speed test results from here. Download 37.08 mbps, Upload 9.18 mbps

Your ping test results from here. Ping 36, jitter 4

Your external IP address from here. 109.152.28.63

Your Sure Signal serial number:21221967405

 

The results of a traceroute.

 

 

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\nigel_000>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 10 ms 10 ms 9 ms 217.32.142.8
3 7 ms 7 ms 7 ms 217.32.142.62
4 11 ms 10 ms 10 ms host109-159-245-130.range109-159.btcentralplus.c
om [109.159.245.130]
5 32 ms 10 ms 10 ms 31.55.165.211
6 10 ms 10 ms 10 ms 31.55.165.109
7 10 ms 10 ms 10 ms acc2-xe-4-1-3.mr.21cn-ipp.bt.net [109.159.250.24
2]
8 19 ms 21 ms 18 ms core2-te0-13-0-15.ealing.ukcore.bt.net [109.159.
250.162]
9 21 ms 20 ms 21 ms peer2-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.118]
10 18 ms 17 ms 18 ms t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.19
4]
11 19 ms 18 ms 23 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.

C:\Users\nigel_000>

0 Thanks

Ben_H
Moderator (Retired)
Moderator (Retired)
In response to Nigelbarratt

‎07-07-2014 03:57 PM

Hi Nigelbarratt,

Thanks for posting your details. All the results look great, but I can see that your firmware needs updating. I'm going to push it from this end so I need you to keep your Sure Signal connected for the next 24 hours.

After that point, reset your Homehub and the Sure signal will activate within an hour. :Smiling:

Cheers, Ben

0 Thanks

Nigelbarratt
2: Seeker
2: Seeker
In response to Ben_H

‎09-07-2014 07:08 PM

Thanks Ben

Have you done the update as I have tried a reset and I still have no phone signal
0 Thanks

DaveCD
Moderator (Retired)
Moderator (Retired)
In response to Nigelbarratt

‎11-07-2014 10:51 AM

Hi Nigelbarratt,

 

The software hadn't updated so I have resent this for you now.

 

Please don't restart ar reset the Sure Signal for 24 hours.

 

Once 24 hours has passed, please reset your phones so the SIMs update and connect.

 

DaveCD

0 Thanks

Nigelbarratt
2: Seeker
2: Seeker
In response to DaveCD

‎12-07-2014 05:57 PM

Hi thanks for the update all is working fine now
0 Thanks

Retired-Ian_
Moderator (Retired)
Moderator (Retired)
In response to Nigelbarratt

‎13-07-2014 07:11 PM

Hi AMKeogh,

 

Your IP is on our whitelist which is fine.

 

Your download speed is lower than we'd expect, but you said it's worked previously.

 

Your firmware is out of date, so I've asked for an update to be pushed out to the Sure Signal.

 

Please keep the Sure Signal switched on over the next 24 hours and don't reset it.

 

Hi Nigelbarratt,

 

Thanks for letting us know.

 

Ian

0 Thanks

AMKeogh
2: Seeker
2: Seeker
In response to Retired-Ian_

‎15-07-2014 06:54 PM

48h later and we still don't have a usable phone signal in the house.

 

Lights 1,2,4 are on steady and the ethernet cable light is flashing intermittently.

I noticed light 4 was flashing intermittently yesterday evening but assumed that was the firmware uploading (but maybe I'm wrong)

 

We have not had a signal which one can phone or text on. It seems to be varying  from minute to minute (on the android phone top bar display) between "No service", "Vodafone UK" but no bars for signal strength and 1,2,3 or occasionally 4 bars of signal strength. Even if I catch it with 4 bars and attempt to phone I get "Mobile network not available" on the phone. Its been back and forward through all of these states during the time its taken me to type this message. Obviously I have no way of knowing which if any of these signals are coming from the SureSignal and which are the weak local vodafone normal transmitter penetrating the house.

I've rebooted the phone a couple of times to check - and no difference - and the phone is working normally at work where there's a decent signal (usually 3G, sometimes H)

 

Is there anything else you suggest?

Should I reboot the Sure Signal now just in case - or indeed reboot the router or/and switch the SureSignal is attached to?

Is it possible its a fault in the transmitter/receiver element of the SureSignal rather than its internet connection - if so what do we do?

 

AK

0 Thanks

AMKeogh
2: Seeker
2: Seeker
In response to Jenny

‎12-07-2014 03:39 PM - last edited on ‎13-07-2014 07:03 PM by Moderator (Retired)

(Replied to someone else's thread but essentially the same problem - hence included all the information required)

 

Our Sure Signal (v1) has been working perfectly on our network with 2 phones for many years

 

We turned off both the SureSignal and Router whilst away on holiday for 2 weeks

 

On return, our internet is working normally, the Sure Signal shows the 'ready' lights combination (lights 1,2,4) but neither phone shows a reliable 3G signal (both are 3G phones, both worked fine before and neither have been changed). The Nexus 4 never shows any 3G signal (there is no other Vodafone signal which penetrates most of our house), the Samsung Galaxy shows an intermittent connection which comes and goes.

It is now over 72h since everything was switched back on and over 48h since the SureSignal began to display all 3 'ready' lights - so its not just the normal delay in reconnection after a shut down

 

The info you require:

(These tests done from laptop over the wireless connection rather than hard-wired connection of SureSignal - but same router)

Your speed test results from here.


Your ping test results from here.
Ping 30ms

Jitter 18ms

Grade B* ("Very good!")


Your external IP address from here.
IP: 81.107.81.0

IPv6: ::ffff:516b:5100


The results of a traceroute.

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

 

tracert 212.183.133.177

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

1 170 ms <1 ms <1 ms 192.168.1.1
2 8 ms 7 ms 7 ms 10.227.252.1
3 9 ms 9 ms 8 ms leic-core-2b-ae6-721.network.virginmedia.net [82
.3.35.241]
4 9 ms 19 ms 15 ms leic-core-2a-ae1-0.network.virginmedia.net [82.3
.32.253]
5 14 ms 12 ms 21 ms leed-bb-1c-ae5-0.network.virginmedia.net [62.253
.174.113]
6 19 ms 16 ms 16 ms 62.252.224.238
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
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.

 

 

Your Sure Signal serial number:

Serial Number *
21221764430
Status
active
Location Postcode
LE7 7JB
Date of registration
04/03/2010 19:01:33

 

 

Overall - internet a bit slower that I thought we were due over Virgin cable but I would have thought fast enough.

Ping fast enough

Tracert seems to get stuck somewhere after virginmedia Leeds before reaching your server - I guess that might be the heart of the problem!

 

I don't know the significance of all this - but hopefully you can advise and fix the SureSignal connection problem

 

(Personal information removed for security)

0 Thanks