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

[Retired-Matt_Vo]

Hi

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:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

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

Thanks

Matt
Moderator

[karenh60]

Hi

I too am having trouble getting my sure signal to work with BT infinity.  I have looked on the forum and to be honest most of what I read makes no sense to me at all.  I am rather technically challenged so find it all rather overwhelming and don't seem to be able to get any useful help from anyone.  I am getting rather frustrated to be honest.

I have disabled the firewall and I believe I did the port clamping thing, although when I look now I can't find where I did it!!  My SS is still not working, I have been trying to solve this for 4 weeks now!

I have gathered the following information which may help.

Speed test - upload 9.14, download 37.24

Ping - 15ms

external IP address - 81.155.130.105

IPV6 address - ::ffff:519b:8269

The following message appear when I did the traceroute : 212.813.133.177 is not recognised as an internal or external command, operable program or batch file.

SS serial No. 40132137098 - its a version 3

I would appreciate some very clear step by step instructions on how to sort this out.

Regards

Karen

[erika_london]

Hi,

I agree with you. It's very frustrating. To be honest, I'm now at the point where I regret buying the Sure Signal device in the first place. It is causing my nothing but grief at the moment, and I have spent hours trying to get it to work. This whole experience has made me loose my faith in Vodaphone, and I'm currently looking at alternative service providers, and would be grateful for any recommendations. I've heard that there is one that charges 5 GBP per month for a similar service, and I would be very interested to hear if anyone has used it?

I have in the region of 320 Iphone 5's users in the company, on Vodaphone contracts, and I am met with the same mentality there, whenever we have a problem. Dealing with Vodaphone is never straight forward, and they seem unable to offer a solution whenever there is a problem.

On the top of the forum there is a post from last year saying:

We're aware that there is an on-going issue with a small number of our customers using Vodafone Sure Signal with BT Infinity broadband routers. We are actively investigating this with BT and will provide an update as and when we know more.

This has now been copied and pasted as an update in 2014. Seriously Vodaphone, have you really spent the past year actively investigating this issue, and not been able to find a solution? and if this is the case, will you offer a refund for all customers who are having issues using their sure signal with BT Infinity?

Has anyone on this forum actually managed to get their Sure Signal to work with BT Infinity?

Most grateful for any responses or suggestions on what other solutions people are using, or if anyone actually has managed to get it to work with BT Infinity.

Thanks,

Erika

[shammond_uk]

I spoke to VF support by phone earlier today and was told flatly that Suresignal does not work with BT Hub 3 on Infinity. I was told that my only option to restore service is to replace my BT router with something else...

Strange how when I connect it to a Hub 3 on an ADSL service with BT, it works fine, but move it to an identical router on Infinity and it barfs.  😞

[erika_london]

• Hi, 

Please see below. Many thanks for your assistance. Much appreciated.

Kind regards,

Erika

• SERIAL NO: 40131013811

Mac@B046FC9988D4

Model: 9361 Home cell p3.0

•  
• Dowload speed: 65.01 Mb/s
  
• Upload:  18.72 Mb/s
• Ping: 31 ms

Your IP Address is 

Your IPV6 Address is 

---

Last login: Fri Mar  7 19:21:03 on ttys000

unknown-5c-96-9d-94-a3-87:~ Erika$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  2.877 ms  2.260 ms  2.133 ms

 2  217.32.145.234 (217.32.145.234)  5.839 ms  8.376 ms  5.636 ms

 3  217.32.146.30 (217.32.146.30)  5.908 ms  8.412 ms  5.848 ms

 4  host109-159-244-154.range109-159.btcentralplus.com (109.159.244.154)  10.021 ms  10.072 ms  9.995 ms

 5  217.41.169.187 (217.41.169.187)  9.997 ms  10.202 ms  10.187 ms

 6  217.41.169.107 (217.41.169.107)  11.364 ms  10.376 ms  9.935 ms

 7  acc1-xe-0-0-2.sf.21cn-ipp.bt.net (109.159.251.77)  9.563 ms

    acc1-xe-5-1-2.sf.21cn-ipp.bt.net (109.159.251.115)  9.523 ms

    acc1-xe-7-2-0.sf.21cn-ipp.bt.net (109.159.251.105)  9.487 ms

 8  core2-te-0-5-0-7.ilford.ukcore.bt.net (109.159.251.23)  24.412 ms

    core2-te0-2-4-0.ilford.ukcore.bt.net (109.159.251.15)  21.177 ms

    core1-te0-2-4-0.ealing.ukcore.bt.net (109.159.251.13)  15.924 ms

 9  109.159.252.63 (109.159.252.63)  15.525 ms

    peer2-xe4-1-0.telehouse.ukcore.bt.net (109.159.252.25)  27.020 ms

    109.159.252.63 (109.159.252.63)  16.878 ms

10  166-49-211-194.eu.bt.net (166.49.211.194)  19.862 ms

    t2c3-xe-0-1-1-0.uk-lon1.eu.bt.net (166.49.211.164)  51.836 ms

    t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net (166.49.211.180)  16.822 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  14.899 ms  15.235 ms  16.339 ms

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unknown-5c-96-9d-94-a3-87:~ Erika$

[erika_london]

IP: 86.144.75.110

IPv6: ::ffff:5690:4b6e

[Retired-Ian_]

Hi erika_london,

Your Sure Signal hasn't connected to the server since 20/01/2014.

I've done a resync for you. Please can you reset it to complete the process?

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

Thanks

Ian

[erika_london]

Hi Ian,

Thanks for your prompt reply. I've reset it according to your instructions. All lights didn't come on, even though I waited several minutes. Now it's only the one solid red light on.

Is that how it's supposed to be, or do I need to reset it again?

Thanks,

Erika

[erika_london]

It hasn't been online for a while, as I changed from Sky to BT, so had to wait for the Open reach engineer to come out and install a new phone line. All is up and running now, apart from the Sure signal. It's displaying one red solid light, and one flashing orange light, it's been like that ever since I plugged it in today.