SureSignal 3 & BT Hub 5 Problem

[NEL-19]

Please help we have 2 Sure Signals v3 which have not been working for over a week now (previously working well).  I have spoken to Vodafone tech support and spent 3 hours on to BT who have reset everything in the Hub 5 and set up all the port forwarding and static ip addresses but still the same light sequence of FLASHING RED BAR, SOLID ORANGE ICONS 2 (HALF CIRCLE WITH LINES) AND 3 (PHONE).

BT say they can do no more as it should be working.  Voda team asked me to take it home and try it - which I did and it worked fine???  Dont know what else to try below is the tracert information.

Serial numbers are 40134981170 and 42160555662

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms BTBusinessHub.home [192.168.1.254]
2 16 ms 16 ms 16 ms host81-139-96-1.in-addr.btopenworld.com [81.139.96.1]
3 17 ms 16 ms 16 ms 213.120.182.141
4 17 ms 17 ms 18 ms 213.120.161.82
5 17 ms 17 ms 17 ms 31.55.164.33
6 17 ms 17 ms 17 ms 31.55.164.107
7 21 ms 21 ms 21 ms 109.159.248.83
8 23 ms 22 ms 22 ms core2-te-0-2-5-0.ilford.ukcore.bt.net [109.159.248.2]
9 22 ms 22 ms 22 ms peer6-te0-10-0-13.telehouse.ukcore.bt.net [62.172.102.29]
10 21 ms 21 ms 21 ms t2c3-et-8-3-0-0.uk-lon1.eu.bt.net [166.49.211.242]
11 22 ms 22 ms 21 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.

[Rahim]

@NEL-19 I've sent an update to both Sure Signal's and then resyncronised both devices. 

Please allow up to 6 hours for both devices to regain connection. 

Let us know if you're still having trouble after this. 

[NEL-19]

Thank you for trying that but still same.  Flashing red light and orange lights in position 2 and 3.

Anything else you can think of?

[DaveCD]

@NEL-19

Please ensure the Smart Setup on your router has been disabled and the following ports are open;

• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

Press and hold the reset button for 10 seconds to factory reset the device. This will trigger the software reload and profile sync.

If you're still having issues, try at another location such as a friend or family members (preferably with a different ISP).

[NEL-19]

Just a litle confused by the IP addresses that need access?  I was told by Vodafone tech support that it required a static ip address which we have assigned one to both suresignal connections.  Do I need to change this?

[DaveCD]

@NEL-19

No, you don't need to change these.

This isn't the IP address to assign to your router, but to check the ones listed are able to pass your firewall settings.