Sure Signal v3 connection issues - lights: power on/Internet flashing/service and in use off

[bigfish]

Hi,

I have a version 3 SS, serial 40131984706

Initially it worked fine, but about a month ago it stopped connecting. I've been away for several weeks with everything powered down but now I am trying to get it working again.

The power light is on, the internet light flashes slowly and the service/in use lights are off.

A packet capture shows the SS getting a DHCP address, and contacting the NTP servers which respond. After a short period the SS appears to reset, and then cycle through a continous cycle of obtaining DHCP address, commicating with the NTP servers and then resetting without going any further.

I see from other threads that you often ask for this info
Speed test: 7.5 down 0.4 up
Ping test: 29ms jitter 2ms 0% packet loss
External IP:86.170.245.130
Tracing route to 212.183.131.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 10.10.10.254
2 34 ms 14 ms 15 ms 217.32.96.186
3 18 ms 14 ms 14 ms 217.32.96.145
4 18 ms 14 ms 14 ms 213.1.69.114
5 16 ms 14 ms 15 ms 217.41.169.181
6 14 ms 14 ms 15 ms 217.41.169.107
7 18 ms 20 ms 14 ms acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.2
51.99]
8 24 ms 31 ms 24 ms core1-te0-13-0-2.ealing.ukcore.bt.net [109.159.2
51.9]
9 21 ms 27 ms 27 ms peer1-xe0-0-0.telehouse.ukcore.bt.net [109.159.2
54.96]
10 30 ms 27 ms 28 ms lndgw2.arcor-ip.net [195.66.224.124]
11 25 ms 24 ms 22 ms 85.205.116.14
12 * * * Request timed out.
13 * * * Request timed out.

Your assistance is appreciated
Regards
Martin

[pchipstar]

hi kay, yes i am using Home hub 3 but bt will charge me to upgrade to a Home hub 4. vodafone didn't mention this problem to me when i purchased the sure signal box so i can't spend anymore money to fix a broken service. can you please advise what the alternative solution is as it is causing a hugh problem at work. thanks

[Retired-Dave]

Hi pchipstar,

The issue which has been identified is not affecting all Home Hub 3 users - we've had many who've posted to say theirs is working without issue after we've helped with other troubleshooting steps. We're still working with BT directly to help resolve things for those who are affected.

It's possible that your issue is down to something else, especially as you're connecting at times. We'll go over some other checks to look in to this..

Firstly, can you log into your router admin page and check port clamping is switched on? If it is on, can you switch it off and on to refresh it?

Once this has been selected please restart your router and Sure Signal.

There are also settings which are usually picked up automatically. Can you check that these are correct for me just in case?

Check that you have the following ports open for forwarding on the router.

 - 8

 - 50

 - 12:

 - 500

 - 1723

 - 4500

Also, you need to make sure the following IP ranges are allowed on the router and firewall:

212.183.133.177-179

212.183.133.181-182

212.183.131.128-191

88.82.13.177-179

88.82.13.169-171

88.82.13.183

Let us know if these help.

Dave

[RobinTheWood]

Hi,

I have same problem. Stopped working.

SureSignal 3 s/n 40132210408  BT hub 2 

Powerlight red on. White searching light, searching. no other lights.

Reset button and all other restarts tried.

????

[Retired-Kay]

Hi RobinTheWood,

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

Kay

[burleigh]

Hi Guys

I have been using my current SS V3 for a couple of months now, usually having to reboot it at least once a week but i've put that down to the poor broadband speed I have choosing to live out in the sticks, see numbers below. 3 days ago the problem  of power light on & connection light sometimes pulsing & then going off completely started. i've tried rebooting & re setting with the reset button but no joy.

I'm running a IMac using TalkTalk Broadband

SS serial number 40133461026.

external IP is 88.108.185.218

ping is 66ms 

download is 1.4

upload is 0.37.

Help

Ian

[Retired-James]

Hi burleigh,

Has your download speed always been this slow?

It is a bit low and could cause problems it connecting.

Looking at the registration, it’s not connected in a couple of days, which I suspect to be down to the speeds.

Other than a reset, the only thing we can suggest is to speak with your internet provider about the options of increasing your speeds.

Alternatively, can you try the Sure Signal on a different connection to rule out a fault box?

James

[burleigh]

Hi James

My BB speed has never been good, some days & times are better than others, a drawback of 'traffic shaping' & living out in the sticks, but the rumours are that fibre is on its way...

I take the SS box to a friend when I get the chance & give it a try.

Many Thanks

Ian