Sure signal V1 won't connect

[TimDowns]

Hi,

Since moving house and upgrading to BT infinity I've not been able to use my sure signal V1.  I have a BT hub 3, and have enabled VPN port clamping and port forwarding to the suresignal device for TCP 50, UDP 123 , 500, 4500.

The sure signal box powers on and has a solid green power light.  It then flicks through all the lights (an initial check I imagine).  The green tick light then flashes on and off a few times and stays off.

Have I missed something on the setup? Or is the box faulty or needs resetting Vodafone end? (I've reset it my end a few times)

Thanks

[TimDowns]

I should add that I've updated my postcode on the vodafone website too.  Though I'm not sure that really matters for connection.

[TimDowns]

Spamming my own post here, but the serial number of my sure signal is: 21196955641

Thanks

[Retired-Matt_Vo]

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

Matt
Moderator

[TimDowns]

Speed test:

http://www.speedtest.net/result/3498726495.png

Ping test:

http://www.pingtest.net/result/97581683.png

IP Address: 81.133.129.33

Sure Signal Serial: 21196955641


tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     4 ms     6 ms     4 ms  BTBusinessHub.home [192.168.1.254]
  2    13 ms    10 ms    30 ms  host81-139-64-1.in-addr.btopenworld.com [81.139.
64.1]
  3    13 ms    21 ms    10 ms  213.120.178.141
  4    13 ms    12 ms    12 ms  213.120.177.98
  5    12 ms    12 ms    13 ms  213.120.178.65
  6    12 ms    17 ms    12 ms  217.41.168.107
  7    12 ms    16 ms    13 ms  109.159.249.68
  8    13 ms    12 ms    12 ms  core1-te0-15-0-5.faraday.ukcore.bt.net [109.159.
249.31]
  9    11 ms    13 ms    13 ms  62.6.201.175
 10    12 ms    13 ms    22 ms  t2c3-xe-0-2-2-0.uk-lon1.eu.bt.net [166.49.211.17
4]
 11    23 ms    16 ms    15 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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.

So, looks like my router can't reach that IP.  I'm looking to see if I can add google's DNS server in as one of the entries but can't find the option yet.  From your experience, will this help resolve the issue?

Thanks in advance!

[TimDowns]

Sorry, I forgot to mention I've been through the troubleshooting guide and none of the suggestions have helped.

The only thing I have been unable to do is set the MTU to 1500, my router's maximum is 1492.

Thanks

[Retired-James]

Hi TimDowns,

Everything looks fine with the registration and the tests that you’ve done.

Do you know if you have the Home Hub A or the Home Hub B?

We’ve seen reports where customers have had trouble getting the Sure Signal to work with the Home Hub A due a firmware issue.

The firmware on these routers has stopped the Sur signal from creating a VPN connection.

You’d need to speak with BT to see if there is a firmware upgrade available for your router.

Also, are you a BT Infinity business customer or a BT Infinity consumer customer?

James