SureSignal V3 stopped working

[_mark_]

My Sure Signal V3 has been working fine for the last couple of months. All of a sudden this week it has decided not to work. The power light is on but the internet light just keeps flashing for a while like it's trying to connect and then stops leaving just the power light on, and then flashing again in a continuous loop.

Sure Signal serial number: 40133483194

I have done the following:

1. Internet connection is fine. Speed Test results on BT Infinity:

45.36Mbps download

15.62Mbps upload

1. Router configuration has not changed at all, BT Home Hub v3. The last firmware change was in Nov 13, so no reason to think that has changed. Not checked the port forwarding, but it has been fine since up until now without needing any modifications
2. Unplugged sure signal several times to no affect
3. Rebooted the router
4. Rebooted the suresignal by pressing the reset button for 30+ seconds
5. Traceroute output:

tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  BTHomeHub.home [192.168.1.254]

  2    22 ms    22 ms    22 ms  217.32.144.167

  3    23 ms    24 ms    23 ms  217.32.144.190

  4    25 ms    24 ms    24 ms  213.120.181.246

  5    24 ms    25 ms    24 ms  217.41.169.147

  6    34 ms    28 ms    28 ms  217.41.169.109

  7    24 ms    41 ms    35 ms  acc2-xe-0-0-2.sf.21cn-ipp.bt.net [109.159.251.20

5]

  8    38 ms    39 ms    36 ms  core2-te-0-13-0-11.ealing.ukcore.bt.net [109.159

.251.173]

  9    32 ms    32 ms    36 ms  peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.

254.122]

 10    37 ms    30 ms    32 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    36 ms    36 ms    35 ms  85.205.116.6

 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.

Trace complete.

Please could someone from Vodafone check on their side to see if it is connecting to their servers? This is important to me as I work from home.

Thanks,

Mark

[_mark_]

Just after posting this I've seen the post about issues with the Home Hub 3, which is exactly my problem.

[_mark_]

Actually the issue about the Home Hub 3 was last October, and my sure signal has been fine with the Home Hub 3 until this week.

Could someone from Vodafone look into my issue? My details are in my first post

[_mark_]

My external IP is 109.145.166.12

[Ben_H]

Hi Mark,

Thanks for posting. The issue with Homehub V3 and Sure Signal V3 is intermittent and doesn't affect all customers. Until we can get to the root cause, I'm afraid we're unable to say how or why this happens or how to fix it.

I've performed a resync from our end to see if that helps. To complete it can you: 

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

I know many customers who have requested a Homehub 4 from BT haven't seen any problems. If you're still unable to connect, it may be worthwhile asking BT if you can do the same.

Let me know the outcome either way!

Cheers, Ben

[_mark_]

Hi Ben,

Thanks for the reply. You mention 'lights' in the steps to reset the box, does this refer to the lights next to the ethernet port or the status lights on the front of the box?

I have spoken with BT, they are going to send me Home Hub 5 next week.

Cheers,

Mark

[Retired-Wayne]

Hi _mark_,

It’s the lights on front.

Let us know how you get on with the new router.

Thanks

Wayne