Sure Signal stopped working after upgrade to BT Infinity

[JonasBrown]

Hi

Howe recently up graded our broadband and since this time the sure signal has stopped working, no lights at all. I we reset the lights do flash etc so power is not the issue.

I also keep receiving texts saying we have moved the unit and need to update the postcode, though it hasn't in fact moved.

any suggestions?

[Retired-AndyD]

Hi JonasBrown,

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

Andy
Moderator

[Nabs]

Hi Jonas,

When you change your broadband supply it will have the effect of making it appear as though you have moved home as your IP address, the unique address given to you broadband connection, will have changed.

Can you try following the steps in the Sure Signal Troubleshooting thread.

If you are still experiencing the issue having completed these steps, post the template with your answers here and the team can look into this further.

Nabs

[JonasBrown]

Sorry I wasn't very clear, I had already tried the trouble shooter. As a last gasp effort I've put the sure signal into the DMZ, ensure that it is not any kind of traffic restriction.

[Jimfew]

I also put mine into the DMZ and it did not solve the problem. What router do you have?

Jim.

[JonasBrown]

It's the one supplied BT.

ive read through your post and will have a look at that tomorrow. As it stands I have only a solid power light on the front, the othern2 flashing for a while then going off 

[Retired-James]

Hi JonasBrown,

Please can you let me know the following so that we can look at this for you if you are still having trouble.

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.

James

[JonasBrown]

Spped test result: http://www.speedtest.net/result/2278705370.png

Down: 37.74

Up: 8.79

Ping: 19MS - http://www.pingtest.net/result/71589804.png

IP Address: 81.134.74.203

Tracert: 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Jonas.Brown>tracert 212.183.133.177

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

1 1 ms <1 ms <1 ms BTBusinessHub.home [192.168.1.254]
2 11 ms 11 ms 11 ms host81-134-64-1.in-addr.btopenworld.com [81.134.
64.1]
3 12 ms 12 ms 12 ms 213.120.182.141
4 12 ms 11 ms 11 ms 213.120.161.82
5 12 ms 13 ms 12 ms 31.55.164.77
6 11 ms 12 ms 12 ms 31.55.164.107
7 12 ms 11 ms 13 ms acc1-10GigE-0-1-0-6.bm.21cn-ipp.bt.net [109.159.
248.94]
8 18 ms 23 ms 23 ms core2-te-0-15-0-0.ilford.ukcore.bt.net [109.159.
248.14]
9 17 ms 17 ms 17 ms 109.159.254.134
10 21 ms 18 ms 20 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 21 ms 20 ms 20 ms 85.205.116.2
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\Jonas.Brown>

Serial Number: 40113313239

My problem has not changed or improved despite trying everything I've seen on here

[Retired-Lee]

Hi JonasBrown,

Thanks for your post.

Can you confirm when you switched provider?

I've checked those results and the IP address and everything is fine as far as I can tell.

Following reports from out BT Infinity customers, we sent a VSS unit for BT to test with all of their products and they came back to us to confirm that they've had no issues with set-up, configuration or running the two products hand in hand using the equipment they supply.

I note you're using the equipment that BT has supplied you so I've forced a resync of the VSS. Please factory reset the device for me and let me know if you need any further assistance.

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Cheers,

LeeH

[Jimfew]

Even with the BT supplied Router you do need to be careful with the setup. Have you opened all of the ports (five of them) that the VSS needs? You need to attach them as "rules" to the mac address of your SS (it does not have an IP address and some routers like the BT one do not allow MAC binding). Also, and this is vital, you need to look at the MTU setting. BT allow a setting of 1500 over their PPPoE network which, strictly speaking, breaks the rules but the VSS needs this as it does not do a proper Path MTU Discover check. So, set your MTU to 1500.

Hope this helps.

Jim.