Sure Signal Phone light not coming on

[clivos79]

Hi. Our SKY router managed to reset itself a few days ago and ever since then the Sure Signal won't pick up any phones. I've hard reset it, left it for 24 hours, hard reset again and still nothing. In fact all the lights are on (its an original VSS) apart from the third one down. I have also tried deregistering the device and registering as well as de and reregistering all the devices linked to it.

Please can someone advise - this is the trace I pulled off it this evening

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

C:\Users\clive>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 myrouter.home [192.168.0.1]
2 25 ms 23 ms 23 ms 02deee3e.bb.sky.com [2.222.238.62]
3 * * * Request timed out.
4 37 ms 38 ms 31 ms 0278093c.bb.sky.com [2.120.9.60]
5 34 ms 31 ms 31 ms 89.200.131.177
6 31 ms 31 ms 30 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
7 40 ms 46 ms 47 ms AMDGW1.arcor-ip.net [195.69.145.123]
8 49 ms 46 ms 47 ms 92.79.213.137
9 80 ms 62 ms 124 ms 85.205.116.2
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.

C:\Users\clive>

[clivos79]

I'm beginning to think it's not Vodafone that's the problem - same problem AGAIN with the phone light not connecting. Reset at the box, router reset etc etc - suspect it could be SKY messing around? If someone could do the OTA reset thingy again on my unit that would be great (it's the one right at thebeginning of this thread!) - any ideas guys? Is there anything I can send you to assist?

[Retired-Lee]

Hello clivos79,

Thanks for posting.

I've done the resync for you.

Cheers,

LeeH

[shudman]

I have been in touch with tech folks at BT Infinity, and they would like someone from Vodafone to give them some reference that they can follow up with. Going through the forum is not ideal - so can someone from VF PM me or email me with some details please.

This has gone on long enough - I am trying to run a business and with next to nil cell coverage I'd like someone to step up and assist - I don't care if it is a BT or VF fault/config issue, there are plenty of customers suffering

[Retired-James]

Hi shudman,

I don’t have any reference numbers for you but I’ve sent you a quick PM with a bit more information regarding getting BT in touch with the team testing this.

Clivos79, I’m glad your back up and running.

James

[clivos79]

Hi.

All back up and working. Just concerned that this is the third (?) time in as many weeks almost. Had to reset router and SS once you'd reset at your end.

Thanks again

[clivos79]

Hi AGAIN

It's down again. Yep, fourth time.Is there any info I can send to you? I'm in the belief that the Sure Signal is fine but its having problems connecting to the router? After a resync it seems to be OK for a couple of days - is there any reason why this is happening?

Thanks

[Retired-Dave]

Hi clivos79,

It's strange. Like you say, it might suggest something with the connection such as an occasional time lag. It may also be something like the box overheating.

Do you lose connectivity with anything else on the same router around that time?

Also, is your box in an enclosed space or somewhere with little room for air flow?

I've done another resync at this end, so can you reset the Sure Signal again?

Dave

[shudman]

James et al,

Having had a grumble at BT for not pulling their finger out and assisting in the same way as Vodafone have tried - I do have a solution.  BT were pointing the finger at VF, even though I subtly explained to them that the only difference is that I had moved over to Inifinity and my problems started that very day - coincidence, I think not.

So, after an escalation, and another few days later, I received a phone call from a lady at BT asking if my problem was resolved. I was furious. I don't believe she was from the technical arm of the team, but she asked me what router I had. I told her that I had to use the new BT Business Hub 3 by the installing engineer, as my previous 2701HGV was not compatible. This lady said she had heard that that was not the case and the 2701HGV (again supplied by BT, but 2 years previously) was the first router designed for Infinity so she was confused by the engineer's comments.  she said "could you try it ?".  Well guess what ?  It not only works with Infinity but the SureSignal started initiating within 5 mins, and after 60 mins, was on the network with 3 solid lights. (1,2 & 4).  I made NO changes to the router for port forwarding or any other relevant setting.

So, by simple powers of deduction ....the BT Hub 3 the problem child.  The problem lies there, not in Infinity as a product or the Suresignal itself.  So despite BT resoundingly saying it is not their problem...it plainly is, and specifically the BT Hub 3.

James - can you add this detail to the folks working on the case with BT pls ?

[Jenny]

Hi shudman,

Thanks for getting back to us with this information.

We’ll certainly add this to the case as it’s very helpful!

Cheers,

Jenny 

[clivos79]

Hi Dave
Just seen the message. The sure signal is on a shelf about a metre above ground on the ground floor. Sits next to the sky router. No problems until recently.

Could do with ANOTHER reset as a power cut has messed everything up.

I would say there's a decent airflow and it's not crammed in a corner. Nothing else usually gets affected or is affected by the sure signal. Had it for over two years and this is the first time of any problems but it's always the same one.