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?

[Jenny]

Hi harrybolton,

I’ve checked your serial number and this is showing that your Sure Signal last connected on 28 February at 10.07pm.

As this was after you posted, has it improved at all?

I’ve performed a re-sync for you today so to complete this, please reset your Sure Signal by following the steps below (this may be slightly different to what you’ve already tried):

-Hold in the reset button until all lights go solid

-Pull the power lead and Ethernet cable out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

-Reconnect the Ethernet cable

If you’re still having issues after trying this, please can you try another Ethernet cable and let us know how you get on.

Thanks,

Jenny 

[harrybolton]

Hi sorry for delay in replying. I wanted to leave it a while to see if it settled down.

No the VSS is still not connecting. I did the reset as asked and left it overnight with no change. I have tried a different ethernet cable - no change.

Today I tried the VSS with a BT HomeHub 4 and Openreach Modem (my last router configuration with which the VSS worked). This also failed to make any difference.

The pingtest and line speeds are still ok.

The traceroute still ends with this line:

11 166-49-211-254.eu.bt.net (166.49.211.254)  16.102 ms  17.529 ms  15.695 ms

I did check the Vodafone network status and I see that there are three network issues in the immediate vicinity - my mobile is barely connecting - although it is not a great signal hence the VSS. Could this be connected?

Any suggestions as to what to try now?

Many thanks.

[Ben_H]

Hi harrybolton,

Thanks for getting back to us and confirming. Our systems attempted to contact your Sure Signal this morning but failed to get any response.

You mentioned that it was a couple of weeks before posting that you saw an issue. Would that tie in with this post for your area from the 17 February?

Many thanks, Ben

[harrybolton]

Yes it would be about this time. When I rang your technical support about the VSS problem and told them there was a network problem in the area, I was told that this cannot be the cause of my problem. I have tried everything I can to solve the problem, is the network problem a possible cause?

[Retired-Andy]

Hi harrybolton,

A network issue in your area wouldn’t affect the Sure Signal since it uses your broadband service to connect to our servers.

I can see your Sure Signal connected to our servers at 03:22 today.

Is everything now working for you?

Cheers,

Andy

[harrybolton]

No it is not working, although lights one and two are lit and stable showing it is connected to the internet.

I do understand the broadband connection to your servers, but I was responding to a question from your tech team.

[Retired-Andy]

Hi harrybolton,

I’ve spoken with our technical support team who are going to push out the latest firmware to your Sure Signal.

This process can take up to 24 hours so, during this time, don’t unplug your device.

If this doesn’t help, can you perform a full factory reset:-

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you get on.

Cheers,

Andy

[harrybolton]

Good afternoon,

I have done ask you requested and still no connection. All the ports are forwarded as per your guidance. The speedtest and ping test readings are all fine.

Currently lights one and two are on and steady.

Anything else I can do?

[Retired-James]

Hi harrybolton,

The light sequence you’ve got is normally down to a port issue.

As you’re still having trouble, can you confirm which ports you have opened?

You can see a full list of ports we need to be opened here.

Can you also do another full factory reset of the Sure Signal to reinitiate the setup process making sure UPnP is active (if this is available on your router)?

Perform a reset of the Sure Signal:

-Hold in the reset button until all lights go solid

-Pull the power lead and Ethernet cable out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for the power light to come on and then release the reset button

-Inset the Ethernet cable

-Wait for the setup to complete.

James