SureSignal Problem (VSS1 and HomeHub 5)

[harrybolton]

Hi, my version 1 suresignal has worked perfectly for many years, including on the HH5 connected to BT Infinity. A couple of weeks ago it suddenly stop working, but more often than not both lights 1 and 2 are on showing a connection to the internet. Diagnostic information is as follows:

SureSignal S/N: 21197244169

Registration Date: 28/06/2010

Pingtest:

Line Grade A, Packet Loss 0%, Ping 34ms, Jitter 1ms

Speedtest:

Ping 31ms, Download 66.65 Mbps, upload 17.11 Mbps

Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  4.412 ms  1.153 ms  1.096 ms

 2  217.32.141.1 (217.32.141.1)  7.212 ms  10.243 ms  7.601 ms

 3  217.32.140.222 (217.32.140.222)  7.965 ms  12.175 ms  7.447 ms

 4  host109-159-245-18.range109-159.btcentralplus.com (109.159.245.18)  10.192 ms  10.242 ms  9.947 ms

 5  31.55.164.59 (31.55.164.59)  9.715 ms  10.219 ms  9.949 ms

 6  31.55.164.107 (31.55.164.107)  10.621 ms  10.155 ms  10.683 ms

 7  109.159.248.73 (109.159.248.73)  10.101 ms

    109.159.248.65 (109.159.248.65)  9.866 ms

    acc1-10gige-0-2-0-5.bm.21cn-ipp.bt.net (109.159.248.106)  10.530 ms

 8  core2-te0-13-0-17.ilford.ukcore.bt.net (109.159.248.46)  17.361 ms

    core1-te0-3-0-2.ealing.ukcore.bt.net (109.159.248.16)  18.256 ms

    core1-te0-15-0-16.ealing.ukcore.bt.net (109.159.248.44)  16.581 ms

 9  peer2-xe4-0-0.telehouse.ukcore.bt.net (109.159.252.29)  14.923 ms  15.451 ms

    peer2-xe2-1-0.telehouse.ukcore.bt.net (109.159.254.142)  17.334 ms

10  t2c3-xe-0-1-3-0.uk-lon1.eu.bt.net (166.49.211.168)  16.555 ms

    t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net (166.49.211.182)  16.914 ms

    166-49-211-184.eu.bt.net (166.49.211.184)  14.685 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  15.936 ms  15.068 ms  16.441 ms

12  * * *

I have tried it with uPnP and full port forwarding enabled (although it worked before with uPnP).

I have also done a full reset with no success.

 Are you able to assist please?

[harrybolton]

Good evening,

I have attached a screen grab of the open ports. uPnP is enabled. Port clamping is enabled as I am on BT infinity. The VSS is allocated an ip address via DHCP.

I moved the SureSignal well away from the router and did another reset.

Still no connection.

[Retired-James]

Hi harrybolton,

From what we can see everything looks fine with the registration.

We have also tried to ping the Sure Signal from this end but everything failed to connect.

So we can try and rule out a Faulty Sure Signal, are you able to test this on a different internet connection that uses a different internet provider?

This could be at a friends or family member’s house.

If this works, we know that the issue is on the BT line, which could down to this issue.

If it doesn’t work on the other connection, it would suggest a faulty Sure Signal.

James

[harrybolton]

Good morning,

I have tried the VSS at a different address which has sky broadband for a few days. It did not seem to fully connect, although lights one and two were on and steady. I cannot tell if it connected to your server and nor was I able to check the router port forwarding settings.

Has there been any change in the Vodafone servers showing the status of my VSS please?

[Retired-Ian_]

Hi harrybolton,

It connected to the server at 3:24am today.

Where was it located at that time?

Thanks

Ian

[harrybolton]

Sorry for the delay in replying. It was back home on BT Infinity. I have left it for several days now and intermittently it is shown as either connected or disconnected to the internet. On occasions I have seen all four lights come on and stay on for a time, however they all go off.

I am not sure I can do anything more.

[Retired-Ian_]

Hi harrybolton,

I've checked and the last contact it made with the server was on 16/03/2014 at 1:28am.

I think we need to look at a repair option.

There's more information here.

Thanks

Ian

[harrybolton · Accepted solution]

Problem Solved!!!

Sorry for the long delay, but I came across this post today which relates to a power supply issue:

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-signal-V1-not-connecting/td-p/1995879

I located a power supply with the same specification 12v 1.5a and within 2 minutes of connecting it the suresignal was working.

It appears that IainGI (thanks) was spot on with his diagnostic, a fault with the power supply that prevents the suresignal from operating at full power enough to operate.

May be this is added to the list of things to try when faults are reported with the VSS version 1?