Sure Signal / BT Home Hub 5, still not working.

[debbieh]

Hi,

I've registered (again) the Sure Signal, serial number 40131145936 and after a device reset, still have Power - flashing, Internet - off, In Service - orange, In Use - orange.

Followed troubleshooting and have the following results:

http://www.speedtest.net/my-result/3217068215
http://www.pingtest.net/result/91543540.png

IP - 31.53.179.190
IPv6 - ::ffff:1f35:b3be

Tracert results as follows:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\user>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    16 ms    17 ms    21 ms  172.16.14.19
  3     *       21 ms    19 ms  213.120.158.174
  4    16 ms    53 ms    40 ms  213.120.158.173
  5    19 ms    20 ms    19 ms  212.140.206.98
  6    19 ms    21 ms    19 ms  217.41.169.91
  7    20 ms    19 ms    19 ms  217.41.169.109
  8    19 ms    20 ms    19 ms  acc2-xe-0-2-0.sf.21cn-ipp.bt.net [109.159.251.19
3]
  9    24 ms    27 ms    28 ms  core1-te-0-0-0-14.ilford.ukcore.bt.net [109.159.
251.161]
 10    26 ms    32 ms    27 ms  host213-121-193-152.ukcore.bt.net [213.121.193.1
52]
 11    25 ms    28 ms    25 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    25 ms    27 ms    25 ms  85.205.116.2
 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.

Please help, it's driving me nuts that I have no signal / can't get it working!

Thanks, Debbie

[debbieh]

Thanks Gemma, hope the updates/repair helps.
Debbie

[debbieh]

Hi all, getting closer- I hope. Very quick turnaround from the repair centre as I dropped the device into store on Tues, back in store today. Apparently a replacement device, as the other 'could not be fixed'.

Hopefully pick it up and test later, will let you know results. Trying not to get excited about having signal in my house... Fingers crossed!

Debbie

[Retired-Ian_]

Hi debbieh,

We've got our fingers crossed too.

Let us know what happens.

Thanks

Ian

[debbieh · Accepted solution]

Hi all

The new device is working, and straight out the box although takes a little while to register and settle.  Looks like the original was faulty on manufacture/supply.

I'm relieved as I this was the only option to having a decent signal other than moving home!

Thanks for your help, and input - good luck with yours.

Debbie

[whiterosehouse]

Hello

Just got BT Infinity with HH5 and SureSignal won't work

Sure Signal Serial Number: 21222418531

tracert 212.183.133.177

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

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  192.168.0.1
  2     2 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  3     *        *        *     Request timed out.
  4    17 ms    15 ms    15 ms  31.55.186.217
  5    17 ms    16 ms    16 ms  31.55.186.216
  6    18 ms    15 ms    16 ms  195.99.127.56
  7    17 ms    16 ms    17 ms  peer1-xe-8-2-1.telehouse.ukcore.bt.net [213.121.
193.137]
  8    23 ms    17 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]
  9    18 ms    17 ms    18 ms  85.205.0.93
 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.

Please can anyone help?

Thank you

[Retired-Kay]

Hi whiterosehouse, 

Your traceroute is fine. 

Please supply the following information so that we can help further;

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

Thanks,

Kay

[whiterosehouse]

Hi Kay

Speedtest - Ping=16ms Download=23.59 Upload=18.83

Line Quality=A Ping=19 Jitter=0 Packet Loss=0

IP: 86.132.49.86

Thanks for your help

[Retired-Simon]

Hi Invincidan75,

Has this only being happening since you’ve had the BT Homehub 5?

The symptoms you’re describing sound like the Sure Signal is continually resetting itself.

Can you try this with an alternative router or connection? This will allow us to work out whether it’s the Sure Signal at fault or some other error.

Hi whiterosehouse,

Your tests all look fine.

What light sequence is showing on your Sure Signal?

Thanks,

Simon

[whiterosehouse]

Hi Simon

Top (Light 1) = ON

Light 2 Flash

Light 3 OFF

Light 4 Occasionally Flash

Thanks

[Jenny]

Hi guys,

whiterosehouse - That light sequence means the Sure Signal's being configured. This usually takes 6 hours but we recommend this is left plugged in and untouched for 24 hours.

Invincidan75 – Please try the suggestions by Simon above.

Thanks,

Jenny