Sure signal & BT home hub
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24-02-2014 07:36 AM
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24-02-2014 05:02 PM
Hi davidhb
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
James
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24-02-2014 05:38 PM
Hi James - Thanks so much for your email, I have tried the trouble shooting guide but no luck. The results of the other tests you asked me to carry out are as follows:
Speed Test : 2.59mbps download and 0.63mps Upload
Ping: 34ms, Jitter 1ms Packet loss 0% with line quality A
IP: 217.44.123.88 & IPV6 ffff.d92c:7b58
I operate a mac and typed the command in the terminal app through utilites and got the following response:-
Last login: Mon Feb 24 12:19:44 on console
mac-book-pro-3:~ christopherhowes-burrows$
mac-book-pro-3:~ christopherhowes-burrows$ tracert 212.183.133.177
-bash: tracert: command not found
mac-book-pro-3:~ christopherhowes-burrows$ 212.183.133.177
-bash: 212.183.133.177: command not found
mac-book-pro-3:~ christopherhowes-burrows$ tracert 212.183.133.177
-bash: tracert: command not found
mac-book-pro-3:~ christopherhowes-burrows$
Regards
David
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25-02-2014 08:17 AM
Hi David,
Thanks for posting your results. Your Traceroute and IP are fine, but I can see your speeds are under the minimum needed for Sure Signal to work.
We advise a minimum of 4.13Mbps so I'd recommend speaking to your ISP about your internet speed options.
So we can double check nothing else is causing issues on top, can I also have your Sure Signal serial number?
Cheers, Ben
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24-02-2014 05:56 PM
James - Tracetroute details as below:-
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 1.937 ms 1.057 ms 0.999 ms
2 217.32.145.139 (217.32.145.139) 8.825 ms 8.343 ms 7.871 ms
3 217.32.145.190 (217.32.145.190) 7.923 ms 8.290 ms 8.478 ms
4 213.120.176.10 (213.120.176.10) 9.130 ms 9.092 ms 8.523 ms
5 213.120.178.67 (213.120.178.67) 8.932 ms 9.185 ms 9.047 ms
6 217.41.168.107 (217.41.168.107) 8.986 ms 9.275 ms 9.125 ms
7 acc1-10gige-0-1-0-4.l-far.21cn-ipp.bt.net (109.159.249.70) 9.368 ms
acc1-10gige-0-0-0-5.l-far.21cn-ipp.bt.net (109.159.249.78) 9.340 ms
109.159.249.122 (109.159.249.122) 10.255 ms
8 core1-te0-15-0-4.faraday.ukcore.bt.net (109.159.249.29) 9.504 ms
core1-te0-7-0-5.faraday.ukcore.bt.net (109.159.249.39) 14.868 ms
core1-te0-7-0-4.faraday.ukcore.bt.net (109.159.249.33) 12.712 ms
9 peer2-xe8-0-0.telehouse.ukcore.bt.net (109.159.254.177) 8.755 ms 9.371 ms
peer2-xe8-0-1.telehouse.ukcore.bt.net (109.159.254.179) 9.494 ms
10 t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net (166.49.211.182) 9.286 ms
166-49-211-192.eu.bt.net (166.49.211.192) 9.930 ms
t2c3-xe-0-1-2-0.uk-lon1.eu.bt.net (166.49.211.166) 9.417 ms
11 166-49-211-254.eu.bt.net (166.49.211.254) 9.235 ms 9.277 ms 9.450 ms
12 *
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25-02-2014 01:54 PM
Thanks David
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26-02-2014 07:30 AM
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26-02-2014 01:02 PM
Hi David,
I can see your Sure Signal connected to our servers this morning just after midnight, is it now working again?
If not, check to make sure the following ports are open 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
Your Sure Signal is on an older version of firmware, so can you do a factory reset:-
- Hold down the reset button until all the lights show/flash (about 30 seconds)
- Keeping the reset button held down, remove both the Ethernet cable and power lead
- Re-insert the power lead
- Once all the lights display, release the reset button
- Re-insert the Ethernet cable.
During the reset process, the new firmware will be downloaded and your device resynced against our systems.
Let me know how you get on.
Cheers,
Andy
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26-02-2014 10:34 PM
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27-02-2014 07:14 PM
Hi davidhb,
We don't have all the details needed to support the myriad of available routers. The best source for these would be the manufacturer or their website.
I'm concerned that you're getting a weak connection if you're right by the Sure Signal. It should be giving a stronger service over a larger range.
If you unplug the box, do you still get it? If so, that suggests you're connecting to an outside mast, not the unit.
Are you in the same room, or just the other side of a wall?
Is the Sure Signal near any other electrical equipment? If so, does turning that off or moving the Sure Signal give a better reception?
Dave