Sure Signal stopped working.

[mirageinteriors]

hi, our sure signal 2 has stopped working. we have had a year and has worked until recently.

we have one power light and the connection light is flashing.

i have phoned support twice, the first time they said the reset the connection and i had to wait. didnt help.

phone a second time a few days later they said do a factory reset and wait six hours.

these seem like answers without bothering to look into the problem.

factory reset complete but still not working.

trace route results below.

Microsoft Windows XP [Version 5.1.2600]
C:\Documents and Settings\pc1 Rick>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 7 ms 10 ms 6 ms 172.16.15.141
3 * * * Request timed out.
4 8 ms 8 ms 7 ms 217.41.217.13
5 13 ms 12 ms 12 ms 213.120.161.98
6 13 ms 12 ms 13 ms 213.120.182.65
7 10 ms 11 ms 11 ms 31.55.164.107
8 11 ms 11 ms 11 ms acc1-10GigE-0-1-0-6.bm.21cn-ipp.bt.net [109.159.
248.94]
9 19 ms 19 ms 19 ms core1-te0-15-0-17.ealing.ukcore.bt.net [109.159.
248.34]
10 17 ms 18 ms 17 ms peer1-xe3-3-0.telehouse.ukcore.bt.net [109.159.2
54.207]
11 20 ms 18 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
12 18 ms 18 ms 18 ms 85.205.116.10
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.

[Gemma]

Hi mirageninteriors,

The traceroute looks ok.

Which Home Hub are you using and please can we take your serial number so we can check the registration?

Thanks,

Gemma

[mirageinteriors]

the seriel number is 40123661304

it is running on bt homehub 3 with bt infinity broadband.

when i phoned vodafone for the third time yesterday the guy send that pairing of router and broadband dont work with sure signal.

however we got infinity in March and he said they last contacted our sure signal in november which was when it stopped working, so for 6-7 months it was fine.

last night i tried the sure signal on two different broadbands as reccomended, one was a bt home broadband with normal broadband line, the other was a sky fibre broadband. on each of these i had exactly the same issue with a steady on power light and a flashing internet light.

[Retired-Dave]

Hi mirageinteriors,

Check the ethernet lights on the Sure Signal for me. These should be lit or flashing.

If the lights are off, this means that there is no connection between the box and your internet connection. Try a different ethernet cable to check if that's faulty.

I'd also suggest checking the IPs and ports. These may not have been set up on any of the connections you tried:

Ports to open for forwarding on the router:

- 8

 - 50

 - 123

 - 500

 - 1723

 - 4500

IP ranges to be allowed on the router and firewall:

 - 212.183.133.177-179

 - 212.183.133.181-182

 - 212.183.131.128-191

In the meantime, I've given the Sure Signal a fresh resync. Follow these longer steps to refresh the box at your end:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave

[mirageinteriors]

if you read above i've already said the power light is lit and the internet light is flashing. all others are out.

this is the same on all three of the broadbands i've tried.

i've already done several resets, this seems to be the standard support answer.

the ports are open. this worked for several months and i have checked and they are still open.

is it time to get it back for a replacement? or can you provide some actual fault finding help?!

[Retired-Dave]

Hi mirageinteriors,

We are aware of issues with BT homehubs affecting some Sure Signal users, but I want to rule out other possible issues just in case.

The ethernet lights are the ones by the cable socket, not the main lights on the front of the box. These show if there is a data connection between the Sure Signal and the router. Other tests like traceroutes bypass the Sure Signal and concentrate on the internet connection from the router to the servers.

We always start with a resync and reset as it clears any lingering bugs out of the way. 

Can you check the following ports as well for me? They're mainly for Virgin Superhubs, but they may help here too.

• 53
• 67
• 68
• 33434 - 33445

Also, did you use the same ethernet cable with each connection you tried? If so, try swapping it for another one in case the cable has develiped a fault.

Dave

[mirageinteriors]

yes tried with a new ethernet cable. the ethernet light was always flashing,

tried it at two different proprertes as suggested.

phoned support again on saturday,

was told that even though the smart signal doesnt work on any of the three broadbands i tried it will never work with my home hub 3. the fact it worked for 6-8 months i was told was "coincidence". i was then told to phone bt to upgrade to a homehub 4. this is advice i had several weeks earlier, homehub 4 is not compatible with infitiy broadband. Vodafone support suggested i downgrade from infitiy to normal broadband so i could use the homehub 4. after i suggested i wouldnt want to downgrade my broadband the final reccomendation was to change service provider, just waiting for the reccomendation to move house to a better signal area.

come on vodafone is the best you can offer. your support is poor at best.

we're now looking at changing service providers, we have several numbers as this is for a business, im sure o2 will be more accomodating. 

[Ben_H]

Hi mirageinteriors,

I'm sorry to see Homehub 4 or 5 aren't an option for you. As it stands we're still waiting on a fix for the Homehub 3 compatibility issues. It's unfortunate this means you're looking to move providers as a result.

I appreciate you going through the troubleshooting steps with us in the meantime.

Cheers, Ben