Sure Signal 2 - Steady power light only

[shammond_uk]

Hi,

My sure Signal 2 stopped working when I was migrated from BT Business Broadband to their Infinity based FTTC service. I am attempting to get it working again, but with no joy.

I deleted my Suresignal registration, reset the device to factory defaults and did a fresh installation. It shows as active on the dashboard (See below), however the device never gets beyond showing power light only - has been this way for several days.

   DASH BOARD

   Serial Number *

   40114293141 

   Status

   active

   Location Postcode

   #### ###

   Date of registration

   01/10/2014 21:49:42

The Suresignal is connected via a BT Businesshub 3 and all required ports are open, port clamping on, etc as per the troubleshooting guides.

Please could you reset my susresignal from your end and advise on any further troubleshooting steps.

Thanks

[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

[shammond_uk]

Speed 12.32 / 0.58

Ping 40ms, Jitter 2ms, Packet Loss 0% - Grade 'A' - MOS 4.38

IP Addr: 81.136.139.53

Serial #: 40114293141

Tracert:

C:\Users\shammond>tracert 212.183.133.177

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

1 2 ms 2 ms 1 ms BTBusinessHub.home [192.168.1.254]
2 25 ms 26 ms 25 ms host81-134-80-1.in-addr.btopenworld.com [81.134.80.1]
3 26 ms 25 ms 25 ms 213.120.182.141
4 26 ms 26 ms 27 ms 213.120.161.82
5 30 ms 26 ms 27 ms 31.55.164.179
6 26 ms 26 ms 26 ms 31.55.164.107
7 33 ms 33 ms 33 ms 109.159.248.79
8 32 ms 35 ms 35 ms 109.159.248.180
9 37 ms 33 ms 33 ms acc1-10GigE-0-5-0-7.l-far.21cn-ipp.bt.net [109.159.254.110]
10 39 ms 34 ms 35 ms lndgw2.arcor-ip.net [195.66.224.124]
11 36 ms 33 ms 34 ms 85.205.0.86
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.

[Retired-Matt_B]

Hi shammond_uk,

Please try the Sure Signal in a different location such as a family member or friend's house. 

This will rule out any fault with the Sure Signal itself.

Thanks,

Matt B

[shammond_uk]

Matt,

We're on day 3 of this fault being reported and you're still just bouncing me away with scripted questions. As you will see there is no network impedement here. Your last round of tests clearly demonstrate that. Please could you tell me what tests have been completed on your side?

Do you see my SS connecting in your logs? Do you notice any errors? Have you attempted re-syncing from your end? What were the results?

I'd appreciate some clarification on what you're seeing before we go to any extreme steps of moving to another location. As I mentioned in my original post, this SS was working fine until the underlying network changed from ADSL to FTTC service from BT.

Thank you

[DaveCD]

Hi shammond_uk,

I can see that the Sure Signal still isn't connecting.

Please advise which lights you're seeing on the device as this will indicate what the fault is.

Trying this at a different location with a different ISP will show if there is an issue with the setup or the Sure Signal itself.

I see you mentioned that the ports are opened, please check they match these:

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

DaveCD