Sure signal problem

[Lee_B]

Last week my sure signal v3 stopped working after working perfectly for many months. The only light present on the SS is the red light on the left hand side. There are no white lights visible on the front (although green and yellow lights underneath are flashing). I have tried resetting my SS several times (pressing reset button > 30secs) and I have also reset my BT HH v5 router. I have also replaced the cable between SS and Router. So far nothing has worked.

Reading through the forum I am unable to find a solution. Information usually requested  for diagnosis is below

Serial Number : 40134625926
Speed Test : Download = 67.70, Upload = 18.58
PingTest: B*, Ping 27ms, Jitter 1ms
IP Address: 86.135.54.183
Traceroute Result:
traceroute to 212.183.133.181 (212.183.133.181), 64 hops max, 52 byte packets

1 bthomehub (192.168.1.254) 2.516 ms 1.565 ms 1.638 ms

2 * * *

3 * * *

4 217.41.217.45 (217.41.217.45) 15.753 ms 15.685 ms 15.382 ms

5 212.140.235.82 (212.140.235.82) 19.024 ms 18.995 ms 18.723 ms

6 31.55.164.247 (31.55.164.247) 19.609 ms 18.920 ms 19.460 ms

7 31.55.164.109 (31.55.164.109) 19.276 ms 19.200 ms 18.638 ms

8 109.159.248.189 (109.159.248.189) 18.933 ms

109.159.248.187 (109.159.248.187) 19.111 ms

109.159.248.249 (109.159.248.249) 18.753 ms

9 core1-te0-3-0-16.ilford.ukcore.bt.net (109.159.248.156) 24.138 ms

core1-te0-15-0-0.ealing.ukcore.bt.net (109.159.248.12) 26.671 ms

core2-te0-15-0-16.ilford.ukcore.bt.net (109.159.248.32) 28.041 ms

10 peer1-xe3-3-1.telehouse.ukcore.bt.net (109.159.254.211) 23.020 ms

host213-121-193-144.ukcore.bt.net (213.121.193.144) 22.924 ms

peer1-xe3-3-1.telehouse.ukcore.bt.net (109.159.254.211) 23.215 ms

11 lndgw2.arcor-ip.net (195.66.224.124) 26.625 ms 25.885 ms 28.440 ms

12 85.205.0.93 (85.205.0.93) 25.201 ms 24.752 ms 26.920 ms

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I'd appreciate any support on how I might remedy the situation. 

[DaveCD]

@Lee_B,

There may have been an update within your router.

Please check that VPN traffic is allowed and that port 500 isn't set to just BT Wi-fi only.

If you're unsure how to do this, please contact your internet service provider (ISP) who can assist you with this.

DaveCD

[Lee_B]

Thank you for your response Dave. I have had limited success with my broadband supplier regarding finding out the answer to your question.

I can confirm the following:

+ Port Forwarding and Port Clamping is enabled,

+ I've put the VSS into DMZ (in the last 24 hours),

+ UPnP is on (along with extended security),

+ By default port 500 is open (not locked to BT Wifi Only - BT Engineer told me this rather than me specifically adjusting any router settings).

The router software was last updated on the 19th January 2015 (according to its update log) which was significantly prior to me experiencing problems, which makes me beleive it is not a router update issue

I'm not sure if this info is relevant but I have noticed when I enter into the router settings and view connected devices via MAC and IP addresses, the VSS is not visible. 

Do you have any additional steps I could try?

[Amanda]

Hi @Lee_B

Thanks for getting back to us. It looks like your router is unable to see your Sure Signal.

Please try your device on a different internet connection, for example a friend or family member.

Then we can see if another IP address is able to pick it up.

Thanks,

Amanda