Sure Signal stopped working

[VickiN]

Hi, 

I have a Sure Signal Version 1 and it has decided to stop working.  It has been working fine since I first got it well over a year ago (can't remember exactly when I got it, but it has been a long time).  This is a real nuisance as I get no Vodafone coverage at home!!

It stopped working a couple of weeks ago and despite speaking to Vodafone and resetting it several times, as well as de-registering and re-registering also, still no joy. 

The lights on the back by the ethernet cable are steady yellow and steady or flashing orange.

Sometimes I have no lights, sometimes just the power light and sometimes lights 1 & 2 with 4 flashing.

I use a BT HomeHub 3.

My S/S is a Sagem and the Serial Number is 21230683613.

I hope you can help me.  I am having to use my landline all the time to call other mobiles and it is costing me a fortune!  As a household, we spend about £60 a month for calls we are unable to use!!!!  We nly chose Vodafone because of the Sure Signal, depsite having to pay for it!

I look forward to hearing from you. 

Many thanks. 

[VickiN]

Grrrrrrrrrrrr

I have spoken to BT and, as suspected, they were no help whatsoever!!

The Sure Signal is not in their scope, although I can subscribe to BT Tech Expert for £10 a month and they might be able to help.  Talk about taking advantage.

This is so bloody frustrating, especially as the Sure Signal has worked perfectly until now.

I am not technical enough to understand all of these port forwarding, IPSec references etc.!!!

[yellow160]

Hi

I'm having exactly the same issue as Vicki, and have been through all the same steps including the reset.

Here are my details:

Down : 16.98
Up : 2.45

Pingtest : B

IP : 86.156.200.84

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 14 ms 14 ms 14 ms 172.16.14.18
3 * * * Request timed out.
4 15 ms 16 ms 15 ms 213.120.158.173
5 19 ms 19 ms 19 ms 217.32.145.106
6 20 ms 19 ms 19 ms 217.41.169.215
7 20 ms 19 ms * 217.41.169.109
8 19 ms 19 ms 20 ms acc2-10GigE-10-3-0.sf.21cn-ipp.bt.net [109.159.251.225]
9 27 ms 27 ms 27 ms core1-te0-12-0-6.ilford.ukcore.bt.net [109.159.251.133]
10 27 ms 27 ms 27 ms peer2-xe9-1-0.telehouse.ukcore.bt.net [109.159.254.114]
11 30 ms 27 ms 27 ms t2c3-xe-0-2-2-0.uk-lon1.eu.bt.net [166.49.211.174]
12 27 ms 27 ms 27 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

Serial : 21224344222

It looks like the issue is that the vodafone ip addresses are not reachable? Is this something that you guys can resolve with BT?

[Gemma]

Hi all,

@VickiN – Please can you test your Sure Signal with a different internet connection (a friends or neighbours)?

@yellow160 – Your Sure Signal made contact with the network at 03:21am today.

Please can you let us know which light sequence you’re now seeing?

Thanks,

Gemma

[yellow160]

Hi Gemma

It's currently a Solid power light with flashing light2 every 2 seconds.

Edit: it then went to solid1&2 and flashing 4, then after another short period of time flashed through 1,2,3,4 and is now back at solid 1 and flashing 2

Thanks

[VickiN]

Thanks Gemma, 

Will try plugging it in somewhere else and get back to you!

Vicki 

[yellow160]

@Gemma

Still the same today.

[yellow160]

@Moderators : why did you merge my new thread and bury it in this one?

[Retired-James]

Hi Guys,

@Yellow160 – When a customer is posting across multiple threads, we will merge these into one place as it is against the T&Cs, as it’s creating excessive traffic demands.

In regards to the traceroute, as long as the last IP address belongs to us, this will be fine.

Basically you will never see the last IP address showing as the one used to perform the traceroute because a lot of our server’s can’t be pinged for security reasons.

As the Sure Signal is cycling through the setup procedure, it could suggest that it’s a faulty unit.

To verify this, are you able to try the Sure Signal on a different internet connection at a friends or relatives house that uses a different internet provider?

@VickiN – Please let us know how you get on.

James

[yellow160]

@James : Thanks for replying - but the new thread I created was specifically to try to see if the recent BT firmware update was relevant to any other SS users. By putting that in here nobody will see it. I don't think that you gather this information as part of your fault finding.

With regard to tracert - mine ends with a BT address (166-49-211-254.eu.bt.net [166.49.211.254]) doesn't it?

I have no access to another location to test from and given the noise on here and on the BT forum I'm not convinced that it's a hardware issue. Can you send me a replacement known working unit to test with?

Thanks

John

[Retired-Andy]

Hi John,

Your traceroute does end with a BT IP address but it should be a Vodafone one.

This means it’s reached our servers.

If your Home Hub firmware has been updated, can you confirm that the following ports are still open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Can you also check that the following IP addresses are also allowed:-

212.183.133.181
212.183.133.182
212.183.131.128/26

We don’t have the option of sending a Sure Signal to you to try so, if the above doesn’t help, you’d need to send the unit for repair.

As it’s now out of warranty, the repair would be chargeable.

You may wish to consider a new Sure Signal for £100

Cheers,

Andy