Sure Signal stopped working around 3-4 days ago

[dougdoug22]

Hi,

Please can you help me to get my suresignal 1 up and running again.  Only the power light is on and steady all of the time (never any other lights).

I am using a BT Home Hub v3 and I am with BT.  My Sure Signal serial number is 21230736692.

I have tried to rest the Sure Signal, but to no avail.

Thanks for your help.

Cheers,

Dougie

[Retired-Andy]

Hi dougdoug22,

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

Andrew

[dougdoug22]

Hi,

I had a look at the Sure Signal Troubleshooting thread, but unfortunately this did not resolve the issue. Here are trhe results to allow you to further investigate :

speed test results :

http://www.speedtest.net/result/2762327639.png

Ping = 52 ms

Download Speed = 4.30 Mb/s

Upload Speed = 0.73 Mb/s

ping test results :

http://www.pingtest.net/result/82367588.png

Packet Loss = 0%

Ping = 57 ms

Jitter = 26 ms

Line Quality  = B (MOS = 4.35)

external IP address :   86.161.123.32

results of a traceroute :

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

C:\Windows\system32>tracert 212.183.133.177

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

  1     5 ms     3 ms     1 ms  BThomehub.home [192.168.1.254]

2    25 ms    26 ms    22 ms  217.32.142.194

3    25 ms    23 ms    24 ms  217.32.142.238

4    37 ms    32 ms    31 ms  212.140.206.194

5    33 ms    31 ms    31 ms  31.55.165.179

6    34 ms    32 ms    32 ms  31.55.165.107

7    33 ms    31 ms    32 ms  acc1.10GigE-9-3-0.mr.21cn-ipp.bt.net [109.159.25 0.102]

8    46 ms    38 ms    39 ms  core2-te0-13-0-0.ilford.ukcore.bt.net [109.159.2 50.11]

9    41 ms    38 ms    38 ms  peer1-xe3-0-1.telehouse.ukcore.bt.net [109.159.2 54.219]

10    41 ms    43 ms    42 ms  lndgw2.arcor-ip.net [195.66.224.124]

11    44 ms    40 ms    42 ms  85.205.116.10

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:\Windows\system32>

Your Sure Signal serial number : 21230736692

Thanks for your help.

Cheers,

Dougie

[Retired-PaulE]

Hi dougdoug22, 

Everything looks ok and your Sure Signal updated with us this morning so I don't think it's your unit.

We're aware of an issue with BT Home hubs at the moment which could be affecting you - click here for more info on this.

Paul 

[dougdoug22]

Thanks for the reply.  As i understand, everything is OK from your end (VSS)???

Are there some changes that I can complete myself, or do I have to reply on BT making changes at thier end?

If I can make changes to my router settings, please can you point me in the right direction?

Thanks,
Dougie

[Retired-James]

Hi dougdoug22,

At the moment there aren’t any changes you can make which will resolve this issue.

We are actively investigating this with BT directly so we can get everything sorted for you.

James

[dougdoug22]

Thanks. Should I be testing to see if my ports are open??? I tried each port recently and they stated they were NOT open, but could this be because of the bt issue?

Thanks for clarification and any further instructions.

[Retired-PaulE]

Hi dougdoug22

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:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT customers only) - TCP/UDP

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

[dougdoug22]

Hi all, been a while, but please can you resync my sure signal v1 and advise once completed.

I still have not had it up and running since I first raised this on 9th June 2013!!!

Thanks,
Dougie

[Gemma]

Hi dougdoug22,

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

Gemma