Sure Signal stopped working with Home Hub 3

[njf32]

I a CCNP qualified Network engineer with over 20 years of experience so I understand networking. We live in a area with NO Mobile signal at all so relay on this technology.

I work from home and again need this technology working.

Our sure signal has been working for 18mths and suddenly stopped working with no changes from our end 2 weeks ago.

We have rung the support team twice and implemented the changes that they requested.

I have configured my BT Hub 3 router with the specific ports which have been requested.

I can confirm I have internet connectivity

I have given the Sure Signal a static address.

I have swapped out the Ethernet Cable for a quality one.

Port clamping is enabled

Would you Re-set the connection and confirm.

Sure Signal S/N 40114628866

Type: PPPoA

Downstream: 7.938 Mbps
Upstream: 448 Kbps

Broadband network IP address: 81.153.165.172
Default gateway: 217.47.46.146
Primary DNS: 213.120.234.50
Secondary DNS: 213.120.234.6

C:\>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 2 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 25 ms 26 ms 24 ms esr7.kingston4.broadband.bt.net [217.47.46.146]
3 26 ms 26 ms 28 ms 217.47.46.13
4 28 ms 28 ms 29 ms 213.1.69.130
5 28 ms 27 ms 29 ms 217.41.168.231
6 27 ms 28 ms 30 ms 217.41.168.109
7 28 ms 28 ms 28 ms 109.159.249.250
8 33 ms 31 ms 34 ms core2-te0-7-0-14.faraday.ukcore.bt.net [109.159.
249.139]
9 27 ms 28 ms 28 ms peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
10 77 ms 29 ms 31 ms lndgw2.arcor-ip.net [195.66.224.124]
11 28 ms 28 ms 29 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.

NOTE : When rebooting the Sure Signal, holding down the reset button the lights do not come on Solid.. the briefly flash.

[Retired-James]

Hi njf32,

I can see that the Sure Signal did connect tot the server this morning but I have also re-synced this form our end for you.

Please can you let me know if you are still having trouble, and what light sequence you are seeing?

Thanks

James

[njf32]

Hi,

Thanks looks like the re sync has doen the job, came back at 15:10 GMT.

Will monitor it over the next 48hrs

Thanks

[soozsooz101]

Hi James

Sorry to hijack someone else's question, but found it on a search and seemed similar to my issue.

I have a sure signal 1 and a home hub 3.

The power light was constantly lit (but that was all), so i followed instructions for a factory re-set in another post and now I have a flashing power light only.

I am confident that the internet is working and also that the port and ethernet cable are fine as have tested these with a different device, I have checked that DCHP enabled on the router, opened the ports as described in other posts and set up a static IP address. I can see on the router log in that it is connected to the sure signal. I have rebooted both the SS and the router a number of times also. Like the previous poster, on reset I never get solid lights - they just flash on in sequence and then back to flashing power light.

I have left the SS overnight last night and for a number of hours today after trying these various troubleshootng suggestions, but no change. Is there anything that you can check your end as you did for this previous poster for me?

Would really appreciate some help as it's getting rather frustrating!! I'm at a loss.

Thank you

ps S/N = 21230688190

[Sukhi]

Hi soozsooz101

Your Sure Signal last connected to our servers on 10/01/2013. So that we can take a closer look 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

Sukhi

[soozsooz101]

Hi Sukhi

Thanks for coming back to me, here is the info you asked for -

speed test results - ping 49ms, download 15.22 ms, upload 0.93

ping test - 22ms, jitter 1ms, packet loss 0%

external ip address 86.163.244.122

tracert result

Microsoft Windows [Version 6.0.6000]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Sally's Admin>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  BThomehub.home [192.168.1.254]
  2     9 ms     8 ms     8 ms  217.32.145.3
  3     9 ms     9 ms     8 ms  217.32.145.46
  4    14 ms    14 ms    14 ms  212.140.235.250
  5    13 ms    13 ms    13 ms  217.41.169.219
  6    14 ms    14 ms    14 ms  217.41.169.109
  7    14 ms    14 ms    14 ms  acc2-10GigE-9-3-0.sf.21cn-ipp.bt.net [109.159.25
1.223]
  8    29 ms    23 ms    28 ms  core2-te0-0-0-7.ealing.ukcore.bt.net [109.159.25
1.35]
  9    19 ms    23 ms    23 ms  acc1-10GigE-0-5-0-6.l-far.21cn-ipp.bt.net [109.1
59.254.108]
 10    22 ms    26 ms    26 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    25 ms    23 ms    25 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:\Users\Sally's Admin>

ss serial No: 21230688190

Thanks, Sally

[Retired-Lee]

Hi there soozsooz101,

Thanks for the information.

Everything checks out as far as I can see.

I've forced a resync for you. Please factory reset the VSS and let me know if you need any more help.

Cheers,

LeeH

[soozsooz101]

Thank you Lee, unfortunately this still hasn't solved the problem

Have you any other ideas?

Thanks

[Retired-James]

Hi soozsooz101,

We’ve seen a few customers reporting this issue and they’ve resolved it by getting BT to change them to the Home Hub 4.

Do you know if this is something that they would be able to do for you?

James

[soozsooz101]

I will ask them and let you know...

Thanks!