Sure Signal not working

[johnofchidd]

Having upgraded to BT Buisness infinity i have not been able to get my ssure signal v1 to connect so i get the mobile to work. I have received DIRECTly contradictory advice from Vodfone and BT. So far 29 phone calls and still no satisfaction.

We have set the ports (by vodfone technoician) - checked by BT engineer and changed as incorrect ports opened. These have been verified by a second BT engineer and extra port opened and still the wrteched machine will n ot work. This V1 box was installed on 7/4/2010 so i do not know if it has correct or compatible firmware with fibre. I have been 'told' that sure signal does not work with PPPoE but forums and BT technicians advise it is. Can ANYONE ADVISE how to get this to work. Come to think of it maybe i should go to TRADING STANDARDS as it clkearly does not do what it says on the tin!

[Nabs]

Do you know what hardware BT have supplied to you?

Check the following post for compatibility with BT routers

 If this doesnt' help try the Sure Signal troubleshooter

Regarding the threat of Trading Standards, I don't think they would likely do anything for you as there is nothing wrong with the product. I assume you have had it working for a number of years, if it's a v1 then you're probably talking back in 2010, which proves that the product works and does 'do what it says on the tin!'

[johnofchidd]

Your reference to the forum stating that Vodafone are working with BT to solve a problem dates back to May 2013 and a second entry in Jan 2014. Given that BT are rolling out infinity across the country I ABSOLUTELY fail to belive that this is a singular fault. Looking at BT forums there are heaps of instances where the systems have and do work together so this reference is grossly misleading.

I still have no solution apart from exerciseing the ultimate sanction of taking my vodafone business elsewhere unless i can stumble upon someone who can make a sensible suggestion,

[johnofchidd]

See my earlier reply, and by the way both the hyper links go to the same useless place

[Retired-Dave]

Hi johnofchidd,

The second link goes to our Sure Signal troubleshooter, not the BT Home Hub statement. This has steps which help with the most common problems.

The Home Hub issue mentioned above is known to affect only some customers. Many others have reported that it works or that the suggested change sorted any issues.

Whilst we don't specifically support PPPoE, it works if there’s an inbuilt bridge to PPPoA on the router.

The fact that this was working before seems to point to an issue at BT's end or with something that changed with the upgrade. If you can post the following information, we can get a better idea what that may be:

 - Your Sure Signal serial number.

 - The light sequence you're seeing on the Sure Signal.

 - Your speed test results from here.
 - Your ping test results from here.
 - Your external IP address from here.

Can you also paste the results of a traceroute here for me?

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 and press Enter.

On a Mac

- Open Terminal (Applications, Utilities).

- Type traceroute 212.183.133.177 and press Enter.

You also mention that BT have amended the ports after we checked them. Can you confirm which ones are now open?

Dave

[johnofchidd]

Dave

I attach a document (word ) that has all the screen shots info you have asked for.

[johnofchidd]

Dave

My sure signal is 21222175248. It has power light (green) only on at the
front. At the back where the cable goes in it has agreen light and an
amber/yellow falshing intermitently.







The changes we made were the installation of new Home Hub 3 router from
BT as part of Business Braodband installation. It ahs to be business as
that is only way to get fixed IP address that we need for the server.

Ping Test













These are the ports open. Note they are for sure signal but I couls not
quite get that on the screen capture!









(personal details removed)

[Nabs]

Home Hub 3 could be your issue there, it's the one with the known compatibility issues as mentioned on the compatibility page linked to previously.

It seems odd to me that BT didn't offer you the latest HH 5, was this not mentioned at all?

Nabs

[johnofchidd]

Have to have Home hub 3 as that is ONLY one offered by BT Business and i can only have BT business as that is only one that offers a fixed IP address for server.

[Nabs]

Ah my bad, didn't realise BT business were so far behind. 

To be honest given that you are being forced to use a router that has recognised compatibility issues I think there is very little Vodafone will be able to do to help. Maybe one of the team will have other suggestions but from where i'm sitting it looks like youre kinda stuck

Nabs