Sure Signal 2 BT Home Hub 3 - System & Phone Lights continually flash

[woodyis007]

VSS received 04/09. Successfully registered on day.

Both lights continually flash for several days. 

Factory reset completed as suggested by Simon from Tech Team

Tests completed as detailed below

SPEEDTEST

Download: 3.12 Mbps

Upload: 0.36 Mbps

Ping: 36ms

EXTERNAL IP ADDRESS

86.140.62.229

PING

Ping test results - Packet Loss 0% - Ping 17ms - Jitter 2ms

traceroute

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     2 ms     2 ms  BTHomeHub.home [192.168.1.254]

  2    13 ms    14 ms    12 ms  217.32.145.135

  3    15 ms    13 ms    13 ms  217.32.145.158

  4    13 ms    16 ms    14 ms  213.120.177.10

  5    22 ms    24 ms    15 ms  217.41.168.79

  6    14 ms    15 ms    16 ms  217.41.168.107

  7    15 ms    13 ms    14 ms  109.159.249.64

  8    16 ms    22 ms    15 ms  core1-te0-7-0-4.faraday.ukcore.bt.net [109.159.2

49.33]

  9    15 ms    17 ms    16 ms  host213-121-193-97.ukcore.bt.net [213.121.193.97

]

 10    18 ms    18 ms    17 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 11    18 ms    14 ms    15 ms  85.205.116.14

 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.

SURE SIGNAL SERIAL NO

40123201225

Over 24 hrs later, same problem experienced. 

Highly concerned given no. of reports seen on here.

Please advise accordingly

Vodafone A/C (number removed for customer security) refers

[Retired-Dave]

Hi williamz0,

The list of ports there is spot on. We've found i the past that the last one, particularly, has made a great difference with BT Home Hubs.

If this doesn't help, rthen there are other things we can check, as you can see from this thread. If you can confirm the details below we'll be happy to take a closer look.

Your Sure Signal serial number.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

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

Dave

[williamz0]

Hi again - yes well the SureSignal worked for a month or two after BT helped me open the correct ports.

Then after Christmas it stopped again - I haven't touched the router settings so nothing has changed.

I reboot the Suresignal and the 2 lights flash for a while then it just reverst back to the main power light.

Logged into my Vodafone control panel and I used to be able to "manage" my SureSignal via this - add users etc but can't see anyway of doing this anymore....

Here's my results:

SPEEDTEST

41.98 Mbps down
4.14 Mbps up 

EXTERNAL IP ADDRESS

81.149.165.99 

PING

Ping - site doesn't work: res://ieframe.dll/acr_error.htm#pingtest.net,http://www.pingtest.net/

traceroute

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  BTBusinessHub.home [192.168.1.254]
  2    25 ms    24 ms    25 ms  host81-139-128-1.in-addr.btopenworld.com [81.139
.128.1]
  3    25 ms    26 ms    25 ms  213.120.178.141
  4    26 ms    25 ms    25 ms  213.120.177.98
  5    25 ms    25 ms    25 ms  217.41.168.55
  6    26 ms    25 ms    26 ms  217.41.168.107
  7    26 ms    25 ms    25 ms  109.159.249.108
  8    33 ms    31 ms    32 ms  core1-te0-7-0-5.faraday.ukcore.bt.net [109.159.2
49.39]
  9    25 ms    26 ms    26 ms  host213-121-193-97.ukcore.bt.net [213.121.193.97
]
 10    27 ms    27 ms    87 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 11    28 ms    27 ms    27 ms  85.205.116.14
 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.

Any advice gratefully received - it is driving us mad having no signal from home again....

Thanks again

Gary

[williamz0]

Sorry, serial number is: 40112574021

[Retired-James]

Hi williamz0,

Thank you for getting back to us.

Looking at the results you have provided everything looks fine however; I can see from the registration that there hasn’t been a connection made by the Sure Signal since 11/12/12 and there is a location profile update that has been detected.

Firstly, I have updated the location profile for you today and re-synced the Sure Signal for you.

Secondly, please can you log into your router admin panel and look for an option called port clamping and make sure that this option is selected.

Once done reboot the Sure Signal and the router and let us know how you get on.

James

[williamz0]

Hi James - many thanks much appreciated.

Funnily enough I enabled Port Clamping yesterday after reading one of the posts above.

I have reset the Sure Signal a few times now (hold in reset, unplug whilst still holding reset, re plug in and held reset button for further 30 seconds) but still no joy.

It just does it's usual thing of the 2 lights flashing for a few minutes then reverts back to just the red power light.

Logged into my Vodafone website control panel for the SS and still no way of getting into the "Manage Sure Signal" section. Previously it used to have links to add new phone numbers etc.

It does show last login as today though from my mobile number?

So frustrating as this was great when it worked...

[Retired-Lee]

Hi there williamsz,

Thanks for confirming those details.

Would it be possible for you to try the VSS on another connection such as a friend or relative's house? This will help us to understand if it's a VSS or setup issue.

Cheers,

LeeH

[williamz0]

Er not very easily

I did get an email form Vodafone saying it coulkdn't find my SureSignal and to login and re add my postcode etc etc.

However as per my above posts I cannot do anything within the SureSignal control panel anymore - there is no link to "Manage my SureSignal" as there used to be - just the option to add another...

[Retired-Kay]

Good Afternoon wiliiamz0, 

As Lee mentioned we need to rule out the problem being with the Sure Signal. 

If you could try it at a different location and let us know the outcome, we'll be in a better position to help further. 

Thanks, 

Kay

[williamz0]

Our next door neighbour is on BT the same as us so we'll need to open all the ports etc on her router and go through the process that I went through to get to this point... and I don't think she'll want me to do that.

The lady the other side of me is elderly and doesn't have a PC let alone internet.

I'll need to find a friend or family member that isn't on BT to make things easier...

[williamz0]

If I move the location, do I have to login to the Vodafone online control panel to change the postcode/address?