SureSignal and BT Infinty

[ArthurR]

We upgraded from BT Business broadband with 8 IP addresses to BT Infinity with the same 8 IP addresses, since then our SureSignal will not connect. As we have 8 IP addresses and the BT routers do not work with this configuration we use a Draytek 2820n. Everything working fine until we upgrade to Infinity. All we needed to do was stop using WAN1 port, the ADSL port, and start using WAN2 port, ethernet port to the BT modem. This being the case very little change was needed to the configuration.

We have rung BT, we have rung Vodafone, we have searched the internet, we have tried every suggestion but it still does not work.

Our office is at the bottom of a hill, we get no mobile signal. The whole reason for changing to Vodafone was that with a SureSignal we could use our phones in the office, now we cannot.

Please could someone provide assistance

[Retired-Matt_Vo]

Hi

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Matt
Moderator

[ArthurR]

Hi,

Results below

Speed: download 31.69 Mbps - Upload 4.48 Mbps

Ping: 31ms - Jitter: 0ms

external IP address: 81.138.214.162

tracert 212.183.133.177

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\aaaaaaa>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  192.168.90.1
  2    28 ms    28 ms    28 ms  host81-148-0-1.in-addr.btopenworld.com [81.148.0
.1]
  3    28 ms    28 ms    29 ms  213.120.178.141
  4    29 ms    29 ms    29 ms  213.120.177.98
  5    29 ms    30 ms    29 ms  217.41.168.65
  6    29 ms    29 ms    29 ms  217.41.168.107
  7    30 ms    35 ms    30 ms  109.159.249.116
  8    34 ms    31 ms    31 ms  core1-te0-7-0-4.faraday.ukcore.bt.net [109.159.2
49.33]
  9    29 ms    29 ms    29 ms  peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.2
54.181]
 10    34 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    31 ms    34 ms    30 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.

SureSignal serial number: 21227748197

[Retired-Andy]

Hi ArthurR,  

Thanks for the information you’ve provided, there’s nothing in the details or traceroute that would affect your connection. I’ve checked our systems and can see that there are three numbers registered to your Sure Signal and that your device connected to our servers in the afternoon of 13^th February.

So that we can be certain your Sure Signal is as up-to-date as possible, I’ve just forced a resync for you. To make sure the resync completes, can you perform a factory reset:-

• 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 lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know how you go on.

Thanks

Andrew

[ArthurR]

Hi Andrew

I've done that but we still only have the top green light on solid

Regards

Arthur

[Retired-James]

Hi ArthurR,

Thanks for getting back to us.

I can see that there is a location profile change that has been detected however; I have now updated this for you so it should be fine.

Can you also check the router admin panel to see if there is an option called port clamping as this as been seen to resolve issues with some Home Hub models.

James

[ArthurR]

Sorry, rebooted Suresignal still not working.

Just the top green light of the four on steady.

Just thought I would mention that we are using a Draytel 2820n rather than the BT router.

[Retired-Dave]

Hi ArthurR,

Can you try the other router to see if the Sure Signal still works with that? If everything is the same but the router itself, we know where to focus on the search depending on the outcome.

Dave

[ArthurR]

I've tried three different routers

The BT Infinity

Draytek 2820n

and I bought the new Drayetk 2850n as this has it's own modem to replace the BT one

Arthur

[Retired-Dave]

Hi ArthurR,

That certainly rules out anything at the router level.

Do you have an alternate Ethernet cable you can try for me, just to rule this out? This cable and the Sure Signal are the two things the speed test and Traceroute wouldn't include.

Failing that, can you try the Sure Signal on a different internet connection? If the box works we know that there is something regarding the connection which is causing the issue.

Again, anything we can use to narrow down or rule out possible causes helps.

Dave