Sure Signal V3 with BT Homehub5

[hazelb]

Hi there, please can you help me to fix the sure signal.  We have a new router BT homehub 5 and it doesn't seem to be able to connect.  I have already disabled the setup wizard and its still not wanting to work 😞

The issue you’re experiencing:

What light sequence you're seeing: Flashing Red Light and Orange Light 4

Your speed test results from here.

Ping 56ms, Download Speed 5.98Mbps, Upload Speed 0.73Mbps

Your external IP address from here.

86.182.219.231

Your Sure Signal serial number:

42151591205

The results of a traceroute.

C:\Users\IBM_ADMIN>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    50 ms     3 ms    41 ms  BThomehub.home [192.168.1.254]
  2    29 ms    88 ms    29 ms  217.32.147.111
  3    27 ms   132 ms    29 ms  217.32.147.158
  4   123 ms    32 ms    42 ms  212.140.206.82
  5   156 ms    34 ms    41 ms  217.41.169.91
  6   109 ms    34 ms    75 ms  213.120.179.83
  7    74 ms    33 ms    41 ms  acc2-xe-0-0-2.sf.21cn-ipp.bt.net [109.159.251.20
5]
  8    44 ms     *       43 ms  core1-te0-2-4-0.ilford.ukcore.bt.net [109.159.25
1.141]
  9    94 ms    39 ms    43 ms  109.159.255.101
 10    48 ms    47 ms    43 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11   105 ms    41 ms    62 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.

[Retired-Charles]

@hazelb - The results seem fine however the light sequence indicates the Sure Signal is not connecting to the router. Please check the connection and try a different ethernet cable.

[hazelb]

Hi Charles, thanks for your reply, I tried a new Ethernet cable this morning and it's still showing the red light flashing and orange light number 4, I'm not sure if it matters but just realised its a homehub 4 not 5 ?

Thank you for your help!

[Retired-Charles]

@hazelb - Please log into your router and make sure BT Smart Setup is switched off.

[hazelb]

Hi there, we have already disabled the smart setup and tried a new ethernet cable and we still have red light flashing and orange light number 4.  Please can you let me know if i should try anything else?  Could it be the ethernet socket in the suresignal is faulty??

Thankyou again!

[Retired-Wayne]

@hazelb

Do the lights on either side of the Ethernet port flash at all?

[hazelb]

Hi Wayne, neither of the lights on the bottom of the Ethernet port are not flashing at all, I've tried 2 different cables.  What does this show? 

Thanks for your help! 

 Hazel.

[Retired-Charles]

@hazelb - I'd now recommend a factory reset on your Sure Signal.

• • Connect device to internet and power supply
  • Press and hold down reset button – located near the internet port
  • Wait for 20 seconds
  • Release the reset button
    
    
  • All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

The Sure Signal will be back online in around 1 hour.

Let us know if this fixes the issue.

[hazelb]

Hi Charles, thankyou, I've tried to factory reset it again and I'm still getting flashing red light and orange light no 4.

The lights next to the ethernet port are still not active at all.

Thankyou again.

[Retired-Charles]

@hazelb - Next step is to complete the following:

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:

• 212.183.133.177
• 212.183.133.178
• 212.183.133.179
• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).