SureSignal not working

[mattas]

Hello -

Please can you help ?

My SureSignal v2 has not been working for awhile, there is only a steady power light on it. It did used to work ok, not sure exactly when it stopped working (maybe months ago). I've tried rebooting/resetting the unit but it doesn't fix the problem - it cycles through flashing both white LED then just the left one, then it goes back to a steady power light only before repeating the cycle.

I've got a BT HomeHub 3 (BT Infinity)

S/N of my Sure Signal is 41113720712

I've followed all the troubleshooting steps from the "Steady power light only" post but nothing helped.

Download Speed : 45.53 Mbps

Upload Speed :  9.69 Mbps

IP Address : 31.52.209.181

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

 1  bthomehub (192.168.1.254)  6.465 ms  1.875 ms  4.007 ms

 2  172.16.10.4 (172.16.10.4)  16.868 ms  18.419 ms  14.574 ms

 3  * * *

 4  217.41.216.13 (217.41.216.13)  21.436 ms  24.196 ms  19.785 ms

 5  213.120.176.10 (213.120.176.10)  21.256 ms  18.938 ms  17.724 ms

 6  217.41.168.183 (217.41.168.183)  17.506 ms  19.619 ms  20.194 ms

 7  217.41.168.107 (217.41.168.107)  18.095 ms  19.166 ms  20.993 ms

 8  acc1-10gige-0-0-0-6.l-far.21cn-ipp.bt.net (109.159.249.90)  17.918 ms

    acc1-10gige-0-0-0-5.l-far.21cn-ipp.bt.net (109.159.249.78)  19.539 ms

    109.159.249.114 (109.159.249.114)  19.634 ms

 9  core1-te0-7-0-7.faraday.ukcore.bt.net (109.159.249.23)  22.738 ms

    core2-te-0-15-0-15.faraday.ukcore.bt.net (109.159.249.21)  22.154 ms

    core1-te0-7-0-6.faraday.ukcore.bt.net (109.159.249.19)  21.984 ms

10  peer1-xe8-0-1.telehouse.ukcore.bt.net (109.159.254.175)  22.562 ms  18.373 ms  18.965 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  21.099 ms  19.624 ms  24.704 ms

12  85.205.116.2 (85.205.116.2)  19.454 ms  19.699 ms  20.920 ms

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

etc

[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

[ARH1950]

Hi again Here are the details. In case you're wondering, these download and upload speeds are pretty typical for this location - the download speed mostly hovers around 1.2 Mbps within a range from 0.8 to 1.4. Cheers Alastair Download speed: 1.19 Mbps Upload speed: 0.35 Mbps Ping: 71ms IP: 80.45.152.26 The SureSignal serial number is 21197156751 Microsoft Windows [Version 6.3.9600] (c) 2013 Microsoft Corporation. All rights reserved. C:\Users\Alastair Hamilton>tracert 212.183.133.177 Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops: 1 5 ms 4 ms 3 ms 192.168.0.1 2 65 ms 64 ms 69 ms 85-210-250-37.dynamic.dsl.as9105.com [85.210.250 .37] 3 63 ms 72 ms 63 ms 85.210.255.2 4 66 ms 65 ms 65 ms host-78-151-228-60.as13285.net [78.151.228.60] 5 112 ms 71 ms 67 ms host-78-144-11-111.as13285.net [78.144.11.111] 6 69 ms 66 ms 68 ms host-78-144-11-8.as13285.net [78.144.11.8] 7 66 ms 67 ms 67 ms xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37] 8 66 ms 68 ms 70 ms ae12-xcr1.lns.cw.net [195.2.28.26] 9 * * * Request timed out. 10 * * * Request timed out. 11 * * * Request timed out. 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.

[DaveCD]

Hi ARH1950.

The Sure Signal is connecting to our servers.

I've performed a resynch on your Sure Signal to clear any errors in the background.

Please confirm the lights you're currently seeing on the Sure Signal as this will be an indication of a fault.

DaveCD

[ARH1950]

Hi DaveCD. Many thanks - that's helpful, but I'm now away for a week so will check when I get home and let you know how I get on. Best wishes, Alastair

[DaveCD]

Thanks Alastair.

Once you've posted back we'll be able to see what actions to take next.

DaveCD

[ARH1950]

Hi Vodafolks

Well, I've been back home for a couple of days and everything has been switched on for more than 48 hours, but there's still no joy, I'm afraid.  The lights look normal.  I think you were maybe going to re-synch?  Any help most welcome.

Best wishes

Alastair

[Retired-Andy]

Hi Alastair,

I’ve checked and your Sure Signal is on an older version of firmware.

I’ve requested that the latest version be pushed out to your device.

This can take up to 24 hours to go through so, during this time don’t unplug or reset the Sure Signal.

If there’s no change once the process is complete, try a factory reset:

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• Re-insert the Ethernet cable.
• The Sure Signal will come online in around one hour

Thanks,

Andy

[d0881n]

Hi Guys,

My usually very reliable suresignal 1 has stopped working recently. I have tried resetting it, deregistering and registering, adding and removing the affected phone, trying different phone hw, all to no avail!

Could you see if anything needs a prod at your end?

speedtest results : 27mb down / 9up
ping 43ms
my ip : 81.152.60.219
suresignal serial : 21227839269

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     4 ms     2 ms     2 ms  my.firewall [192.168.4.1]
  2    19 ms    19 ms    12 ms  172.16.17.130
  3     *        *        *     Request timed out.
  4    12 ms    12 ms    12 ms  217.41.217.77
  5    13 ms    13 ms    13 ms  213.120.181.238
  6    14 ms    13 ms    12 ms  217.41.169.59
  7    13 ms    12 ms    14 ms  217.41.169.107
  8    12 ms    14 ms    12 ms  acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.2
51.99]
  9    31 ms    23 ms    21 ms  core1-te-0-0-0-14.ilford.ukcore.bt.net [109.159.
251.161]
 10    22 ms    20 ms    67 ms  peer2-xe10-0-0.telehouse.ukcore.bt.net [109.159.
254.128]
 11    21 ms    21 ms    22 ms  t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.19
4]
 12    22 ms    20 ms    23 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 13     *        *        *     Request timed out.

Thanks in advance!

[DaveCD]

Hi d0991n

Your speeds look fine, however there is a timeout at step 2 of your traceroute.

I've resynched it from this end.

Please try using a different Ethernet cable and ensure the following ports are open:

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 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

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

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

• Unplug the Ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Please advise me what lights you're seeing as this will be a great indication of the fault.

DaveCD

[ARH1950]

Hi again

Well, I've done the factory reset as instructed (about four times over the past week, I think, just to be sure) but I am still no farther forward.  Three lights and everything looks normal, but there's still no signal on the phone (which I've also rebooted, just in case).

Please help: I've already missed many calls and texts.

Best wishes

Alastair