Sure Signal V3: Flashing Red light, stable Orange User light

[sue_joy]

I bought a Sure Signal V3 last week and since then have been trying to get it working. After contacting Vodafone and my ISP, I have set up port forwarding manually. I an still getting a red flashing light and stable orange user light.

    My router is a ZyXEL AMG1302-T10A - IP address 192.168.1.1

    My ISP is Kcom and IP address is 213.249.174.212, this is a sticky IP (according to Kcom)

    Download speed is 7.03mbps

    Upload speed is 0.84mbps

    Ping is 48ms

    Jitter is 4ms

    Sure Signal Serial no. 40131560225, and device is showing as registered in my account.

Trace Route:

  1    <1 ms    <1 ms    <1 ms  192.168.1.

  2    34 ms    34 ms    33 ms  10.55.200.14

  3    35 ms    34 ms    34 ms  10.55.201.5

  4    42 ms    43 ms    44 ms  lndgw2.arcor-ip.net [195.66.224.124]

  5    42 ms    41 ms    42 ms  85.205.116.6

  6     *        *        *     Request timed out.

  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.

I hope you can help.

[Amanda]

Hi @WillV94 

Thanks for getting back to us. 

Unfortunately there isn't anything further we can do from our side. You'll need to contact BT, and ask them to upgrade you to Home Hub 4. 

Thanks,

Amanda 

[WillV94]

Hi @Amanda

I currently have the Home Hub 5. I have contacted BT and they have said that the setup should be perfectly fine for the Sure Signal Box to work.

Is there anything else I can do?

Thank You

[Anonymous]

Hi.
Sure Signal down.  Added a new phone number to my account on Friday, phone number not yet added to Sure Signal (I cannot access my account as two step verification means I need my mobile signal working!), since then we have had an almost total lack of service.
Sure Signal box is oscillating between flashing white light 1, and lights 1&3 orange + flashing red light.
Box has been reset.
Sure Signal has been reset by Vodafone technical support/ customer services.
Still no change.
IP 81.131.133.122
Download 2.89 Mbps
Serial No: 40140924800
Ping 48 ms, Jitter 1ms, Quality B*
Tracing route to 212.183.133.177 over a maximum of 30 hops

1 2 ms 2 ms 2 ms BThomehub.home [192.168.1.254]
2 30 ms 28 ms 28 ms 217.32.97.122
3 28 ms 27 ms 27 ms 217.32.97.161
4 39 ms 39 ms 39 ms 213.1.69.154
5 38 ms 39 ms 39 ms 31.55.165.79
6 37 ms 36 ms 36 ms 31.55.165.107
7 34 ms 34 ms 34 ms 109.159.250.60
8 47 ms 47 ms 47 ms core1-te0-13-0-14.ealing.ukcore.bt.net [109.159.250.32]
9 44 ms 45 ms 43 ms peer6-te0-0-0-6.telehouse.ukcore.bt.net [109.159.254.102]
10 45 ms 44 ms 44 ms t2c3-et-8-1-0-0.uk-lon1.eu.bt.net [166.49.211.240]
11 44 ms 44 ms 44 ms 166-49-211-254.eu.bt.net [166.49.211.254]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.

Appreciate your help on this please.

Many thanks.

[Mark]

@Anonymous

I'm sorry to hear you're evperiencing a break in your service.

We're currently aware of an issue being experienced by a number of Vodafone customers trying to connect to a Vodafone Sure Signal via a BT HomeHub, you can find more info about this in our official statement.

[Anonymous]

Hi Mark,

Many thanks!  At least we know nothing is wrong with the device.

Do you have any indication as to how Plusnet devices fare?  We're considering moving from BT for LOTS of reasons, and this just adds fuel to that fire.

Kind regards,

Marc

[AndrueC]

@Mark: It is not specific to BT Home Hubs.

I'm with Plusnet and am also affected. I don't use a Home Hub - I use a Billion 6300.

It seems pretty obvious to me that there's a failure somewhere in the peering between BT's and you. I'm affected because PN is a subsiduary of BT and often piggy back on their links.

[gruf]

Mine to. Can you fix or sync or what needs to be done at your end. 

[Retired-Charles]

@gruf - 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:

1. Click on Start and select Run
   
   
2. Type CMD into the Run box and press enter/click ok
   
   
3. A black box will appear.
   
   
4. In this box type tracert 212.183.133.177 press Enter
   
   
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.