Sure Signal suddenly not working (BTHomeHub2); all lights fine.

[harpsichord8]

Hi,

I've been reading the posts regarding VSS not working; have tried suggestions but still no luck. Here is a transcript of what I have written to the Vodafone shop in Cambridge who offered to help; however, have not heard back from them yet:

This is the history/results of the tests I've done on my VSS1, and
descriptions of what is going on:

The VSS stopped broadcasting a 3G signal without any warning middle of
last week. Nothing has changed. BT internet has not made any modifications
to my broadband (spoke to them Thursday night).

First of all, the VSS shows solid lights 1, 2 and 4 as normal with no
light in position 3. However, when I attempt to use my iPhone 5, the 3rd
light does not blink.

I have reset the VSS by holding down reset button till all lights solid,
unplugging power cord, re-inserting power cord with reset button still
depressed and then waiting for the blinking of lights 1-4 in order before
releasing the button. I have changed the ethernet cable (which worked for
someone on the Forum).

Vodafone has now carried out a re-sync twice – once when I made my first
call and once on Friday morning.

I have also restarted my HomeHub2 and hard-reset my iPhone 5. All these
resets have now been carried out several times.

I have opened both TCP and UDP ports 8, 50, 125, 1723 & 4500 and forwarded
them to the VSS. My router is a BT HomeHub2; internet type PPPoA as
standard. My ISP is (obviously) BT; my IP address is 86.165.114.245

VSS Serial no: 21197055342

Speed test results:
Download speed: 1.67 Mbps
Upload speed: 0.37 Mbps

Ping test:
Ping: 43ms
Jitter: 1ms

Trace route:

  1    48 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]
  2    42 ms    61 ms    50 ms  esr1.miltonkeynes3.broadband.bt.net
[217.47.74.1
40]
  3    52 ms    49 ms    63 ms  217.47.74.13
  4    65 ms    62 ms    50 ms  213.1.69.106
  5    57 ms    61 ms    50 ms  31.55.164.251
  6    51 ms    62 ms    49 ms  31.55.164.109
  7    64 ms    61 ms    50 ms  acc2-10GigE-0-7-0-4.bm.21cn-ipp.bt.net
[109.159.
248.198]
  8    72 ms    69 ms    62 ms  core1-te0-10-0-7.ilford.ukcore.bt.net
[109.159.2
48.144]
  9    70 ms    49 ms    62 ms  host213-121-193-152.ukcore.bt.net
[213.121.193.1
52]
 10    63 ms    68 ms    68 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11   114 ms   143 ms   161 ms  85.205.116.14
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *

--

I hope you and your team can help here. I have noticed on the Sure Signal
section of the Vodafone eForum that others have had the same problem. I am
wondering whether my 4-year-old Sure Signal has in fact failed, although
its appearance would suggest otherwise. It is my lifeline out here in
rural Norfolk where we are in a virtual blackspot.

I really don't want to spend £100 on a new device! Any clues in the above test results?

Thanks in advance,

Anna

[Retired-Dave]

Hi harpsichord8,

I'm replying here as we already have the speeds, traceroute, etc from the previous checks. It just means we don't need to jump between threads for information or risk missing something you've already provided.

There are a number of things which can cause the issues you're having. So that we can take a look, can you confirm the serial number of the new Sure Signal unit?

As with any electronics, there's no guarantee when or how a box will become faulty due to age, but we offer a 2 year warranty so that if it goes quickly you are covered.

Also, for reference as I see you've questioned the instructions you were given, this is the correct reset procedure for the Version 3 Sure Signal. Switching off and on does not fully reset it.

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

I'm confident we can get to the bottom of this.

Dave

[harpsichord8]

Thank you Dave - am currently awaiting 6-hour reset result after phoning CS this morning. Apparently if it is still not functioning properly they will 'escalate' it to the tech team. I thought they were the tech team. But no, they are a bunch of guys and gals reading off stuff from a checklist. If I don't perform the checks (which I've already performed), the request gets sent back from the tech team. My shop who for this purpose shall remain anonymous agree with me that Vodafone phone support is execrable.

FYI Vodafone phone support sent me this text (verbatim) about resetting the VSS3: 'Holding the button for more than 20 seconds will result in a factory reset.' - which is execrable.

Anna

[harpsichord8]

Dear Tech Team,

Thank you for your patience with me. VSS3 now working 4 hours after reset. Maybe erroneous reset instructions meant it wasn't reset properly yesterday. Anyway, fingers crossed it will continue to function. Glad I didn't take it back to shop and had one last shot with Vodafone CS.

Anna

[michaelsan]

i'm having the same issue here hasVSS2 worked fine until last weekm was told by vodafone it must be faulty, bought a one ans exactly the same thing, internet connecton light justs keep flashing,  what aload of rubbish

i'm on bt broadband

wasted £100 on a plastic brick

serial number 40131957645

so vodafone please get your finger out and sort this issue out

[Retired-Dave]

Hi

harpsichord8 - That's great news! I'll feed back that the instructions they're giving may need updating.

----------------------------------------------

michaelsan - It's possible that something has changed somewhere in the set-up or connection, for example an IP change or something in the ISP set up. This wouldn't preclude a hardware failure on the old box, but might explain ongoing issues with the new one.

So we can check on this, please confirm the following:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

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.


Dave

[michaelsan]

here's my info

speed test 6meg download 11 meg upload

my ip 

86.134.128.91

serial num 40131957645

trace route

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 4.221 ms 2.261 ms 1.893 ms
2 217.32.147.109 (217.32.147.109) 9.401 ms 11.303 ms 9.780 ms
3 217.32.147.174 (217.32.147.174) 9.720 ms 47.196 ms 20.568 ms
4 212.140.206.90 (212.140.206.90) 14.247 ms 27.256 ms 13.822 ms
5 217.41.169.215 (217.41.169.215) 12.156 ms 13.713 ms 12.666 ms
6 217.41.169.109 (217.41.169.109) 13.353 ms 13.973 ms 13.430 ms
7 109.159.251.201 (109.159.251.201) 12.702 ms
109.159.251.203 (109.159.251.203) 13.135 ms
109.159.251.211 (109.159.251.211) 12.419 ms
8 core1-te0-2-2-0.ilford.ukcore.bt.net (109.159.251.145) 19.680 ms
core1-te0-0-0-6.ilford.ukcore.bt.net (109.159.251.157) 22.869 ms
core1-te0-0-0-4.ilford.ukcore.bt.net (109.159.251.153) 25.426 ms
9 peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124) 87.663 ms
acc1-10gige-0-5-0-7.l-far.21cn-ipp.bt.net (109.159.254.110) 21.439 ms 22.807 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 20.223 ms 26.656 ms 20.021 ms
11 85.205.116.6 (85.205.116.6) 21.751 ms 23.802 ms 22.269 ms
12 * * *

i've got a netgear router not bt home hub, but i'm on bt broadband

following ports forwarded 

#	Service Name	Port
1	suresignal1(TCP/UDP)	8
2	suresignal2(TCP/UDP)	50
3	suresignal3(TCP/UDP)	125
4	suresignal4(TCP/UDP)	1723
5	suresignal5(TCP/UDP)	4500
6	suresignal6(TCP/UDP)	500
7	suresignal7(TCP)	50
8	suresignal8(TCP/UDP)	123
9	suresignal9(TCP)	500

[Ben_H]

Hi michaelsan,

I can see I've responded to your duplicate post here and that you were completing the reset around 15 minutes ago. The registration is now processing and this can take up to an hour.

I'd ask you to use the thread above to prevent any more duplication or confusion, but feel free to let me know the result there.

Cheers, Ben

[michaelsan]

the process completed and still not working

[Retired-Lee]

Hi there michaelsan,

Can I ask we keep your query to one thread to save confusion?

I've checked and the VSS has still not made contact with our servers.

Can you try de-registering and re-registering it for me?

Cheers,

LeeH

[michaelsan]

Done that no change, putting it in the post back to yourselves you never know it actually might be a hardware fault