Sure Signal not working with BT Infinity.

[erika_london]

Hi,

I have switched service providers from Sky to BT and upgraded to BT Infinity.

I'm quite pleased witht he speed, but I just don't seem to be able to get the Sure Signal to work.

Can you sync it with the server for me?

Please advise.

Many thanks,

Kind regards,

Erika

[shammond_uk]

DaveCD - so as not to confuse troubleshooting for two different customers, I have posted the info to the thread started about my issues.

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/SS-V2-worked-on-BT-Business-ADSL-but-does-not-re... 

[karenh60]

Thanks Dave,

here is the report when I ran CMD

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

C:\Users\John>tracert 212.183.133.177

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

1 8 ms 2 ms 1 ms BThomehub.home [192.168.1.254]
2 12 ms 12 ms 14 ms 217.32.145.11
3 12 ms 12 ms 12 ms 217.32.145.62
4 16 ms 18 ms 17 ms 212.140.235.202
5 17 ms 17 ms 17 ms 213.120.180.171
6 17 ms 17 ms 17 ms 217.41.169.109
7 17 ms 16 ms 17 ms acc2-10GigE-9-2-0.sf.21cn-ipp.bt.net [109.159.25
1.221]
8 28 ms 29 ms 27 ms core2-te0-2-4-0.ealing.ukcore.bt.net [109.159.25
1.143]
9 24 ms 24 ms 22 ms peer2-xe10-0-0.telehouse.ukcore.bt.net [109.159.
254.128]
10 26 ms 27 ms 27 ms 166-49-211-192.eu.bt.net [166.49.211.192]
11 25 ms 25 ms 25 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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\John>
C:\Users\John>

[Retired-James]

Hi Guys,

Thanks for your posts.

@ karenh60 – Everything looks fine with the registration and the traceroute.

As the Sure Signal has updated on our server this morning, can you confirm if you’re still having trouble?

If you are still having trouble, what light sequence are you seeing?

Which Home Hub are you using?

If you’re still having problems, you could be affected by this.

@ shammond_uk – I can see that we’ve already responded to you in your other thread.

James

[karenh60]

Hi James

Yes I do still have a problem.  The first light (red) is constantly flashing & the 4th light (orange) is constantly on.

I have BT Infinity Home Hub 5.

Thank you for the link, however, that post was made nearly a year ago so I don't hold out a lot of hope!!!!!

I'm very frustated & getting annoyed, surely it shouldn't be this difficult?!!!!

Regards

Karen

[Retired-Ian_]

Hi karenh60,

I can see that a resync was arranged for you at 17:29 yesterday.

Has this resolved the issue for you?

Thanks

Ian

[karenh60]

Hi Ian
I'm away at the moment but as at 8am yesterday morning it still wasn't working! I'll be in touch when I get back home.
Regards
Karen

[karenh60]

Hi Ian

I have been home since Weds evening & the sure signal is still not working.  The red light is still flashing & the light on the far right is on constantly (amber).

Regards

Karen

[Retired-Dave]

Hi karenh60,

Try a factory reset. This should also pick up any software updates:

• 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.

If it still doesn't connect, check the Ethernet lights on the Sure Signal. You can find these next to the cable. Are they flashing, lit or off?

Dave

[karenh60]

Hi Dave
I did what you suggested & everything is still the same. The lights at the Ethernet port are green & amber, the green one (left) is on constantly & the amber one is flashing.

Karen

[Retired-Andy]

Hi Karen,

The lights on the Ethernet port mean that there’s an active connection passing through the router.

Are you still seeing the same lights on the Sure Signal (a flashing power light and the ‘in use’ light solid amber)?

If you are, this shows that the Sure Signal is having trouble connecting to the router.

Try using a different Ethernet cable to see if this helps.

Also, check that the following ports are open/forwarded on your router:-

Port Number

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

If this doesn’t help, try the Sure Signal on a different internet connection, that of a family member or friend.

Let me know how you get on.

Cheers,

Andy