Sure signal 2. Intermittent failure with single, solid red light

[GKB]

Hi,

The box will work fine for a few days, then zilch. Of course, I only realise it's frozen again, when I need to make a call.

So, disconnect the power, wait 2 minutes, reconnect the power, wait varying lengths of time, then it works ... for a few days, then repeat.

I'm using BT HomeHub 3.

A Vodafone operator has resynced for me, confirmed connection and a few days later ... same again.

Any ideas please?

[Retired-Lee]

Hi,

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

LeeH

[GKB]

Hi Lee, thanks for the quicky reply.

Speedtest = 7ms, 54.5Mbps download, 18.01 Mbps upload

Pingtest = packetloss 0%, ping 10ms, jutter 2ms, grade A.

IP = 81.152.25.207

Here's the traceroute =

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Windows\system32>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     6 ms     6 ms     6 ms  217.32.145.130
  3     6 ms     6 ms     6 ms  217.32.145.158
  4     7 ms     6 ms     6 ms  213.120.156.18
  5     6 ms     6 ms     6 ms  217.41.168.61
  6     7 ms     6 ms     7 ms  217.41.168.107
  7     7 ms     6 ms     6 ms  109.159.249.122
  8    13 ms     7 ms     7 ms  core2-te0-7-0-5.faraday.ukcore.bt.net [109.159.2
49.15]
  9    61 ms     7 ms     7 ms  peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
 10     8 ms    11 ms    11 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 11     9 ms     8 ms     8 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:\Windows\system32>

[Ben_H]

Hi GKB,

Thanks for those results! I seem to be missing your Sure Signal serial number though. Could you pop that in a reply for me so I can check some systems this end for you?

Cheers, Ben

[GKB]

Hi Ben,

It's 40113827931. Thanks,

[Retired-Andy]

Hi GKB,

Thanks for your serial number. I’ve checked and your Sure Signal connected to our servers yesterday at 18:27, are you still facing the intermittent issue? To make sure your Sure Signal is as up to date as possible, I’ve just forced a resync of your device.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

If this only gives a temporary solution again, can you then try your Sure Signal on a different internet connection (a friend, neighbour etc), preferably with a different ISP. If the Sure Signal works continually there, it would indicate that there’s something in your current set up that may be preventing the Sure Signal from maintaining a stable connection to our servers.

If it doesn’t work, and you see the same error in the other location, it may be that the Sure Signal is faulty and would need to be sent for a repair.

Let me know how you go on.

Thanks

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[GKB]

Hi Andrew,

I've done as you suggest.

Will let you know how I get on. Thanks,

[GKB]

It's gone again. Red light and single light were on. I tried to use my phone and it changed to red light on and both white lights flashing. No reception. 5 minutes later once I'd gone outside to phone (!) the unit shows a single red light, nil else.

The unit is within 24 month warranty, so can you tell me how to get it replaced or fixed please? At the moment, it's not fit for purpose.

Speed test; ping 9ms, download speed 63.46Mbps, upload speed 18.02 Mbps

Ping test; line quality B, ping 29ms, jutter 34ms, packet loss 0%

IP address 81.157.184.68

Tracert;

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     6 ms     6 ms     6 ms  217.32.145.130
  3     6 ms     6 ms     6 ms  217.32.145.174
  4     6 ms     6 ms     6 ms  213.120.156.58
  5     7 ms     6 ms     6 ms  217.41.168.37
  6     7 ms     7 ms     6 ms  217.41.168.107
  7     7 ms     7 ms     7 ms  acc1-10GigE-0-7-0-5.l-far.21cn-ipp.bt.net [109.1
59.249.86]
  8    13 ms     7 ms     7 ms  core2-te0-0-0-7.faraday.ukcore.bt.net [109.159.2
49.7]
  9     7 ms     7 ms     7 ms  peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
 10     9 ms    11 ms    11 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11     9 ms     9 ms     8 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.

[Jenny]

Hi GKB,

Did this happen when using another connection or when you returned to the original connection?

If this was when using a different connection, was this with a different Service Provider and router?

Thanks,

Jenny

[GKB]

Hi Jenny, thanks for your reply.

It was on my own connection. My neighbours and friends don't use Vodafone. I would like to point out that the Sure Signal was working fine for almost a year and as my broadband hasn't changed during that time and continues to work well, the problem must be with Sure Signal.

So, how do I go about changing the unit please?

A point though; BT is a gold-standard broadband provider and as such, Vodafone should ensure that their equipment works with it. In the past, posters have been told that Vodafone can't be expected to work seamlessly with all routers as there are so many different ones. I think that if Sure Signal can't work with the majority of routers then it's not fit for purpose. I would suggest that BT Homehubs are one of the first to ensure compatibility with.