Suresignal V1 All lights correct but no signal

[snappyben]

I run 2 SureSignals at home. 1 in the house and one in the workshop in my garden. Both have been working fine for years. Months ago, they both stopped communicating dispite the correct lights being on. Various resets got them both going again but now one refuses to connect to our handsets. All the correct lights are on.

I had a chat to one of you tec team on the phone last week and they said that it was undoubtably the BT Homehub 3 that was causing the problem. Replace that for a new one and all will be fine they said.

So new expensive Homehub 5 is now connected and still this Suresignal fails to connect.

I have reset the SS and de & re registered it. I have also swapped the 2 SS around to discount a connection problem.

Any idea?

[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

[snappyben]

Hi Matt

Speed test 49.74Mbps down, 20.88up

Ping 64ms

IP address is   86.135.47.142    or   ::ffff:5687:2f8e  

SS serial no.  21196952408

Traceroute result

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  bthomehub (192.168.1.254)  1.397 ms  1.180 ms  1.044 ms
 2  217.32.140.67 (217.32.140.67)  4.613 ms  6.691 ms  4.994 ms
 3  217.32.140.30 (217.32.140.30)  4.712 ms  5.211 ms  6.161 ms
 4  217.41.216.210 (217.41.216.210)  5.167 ms  5.560 ms  5.280 ms
 5  31.55.164.185 (31.55.164.185)  5.304 ms  5.860 ms  5.225 ms
 6  31.55.164.107 (31.55.164.107)  5.157 ms  5.903 ms  5.573 ms
 7  acc1-10gige-0-3-0-3.bm.21cn-ipp.bt.net (109.159.248.114)  5.368 ms
    acc1-10gige-0-2-0-5.bm.21cn-ipp.bt.net (109.159.248.106)  6.199 ms
    acc1-10gige-0-7-0-6.bm.21cn-ipp.bt.net (109.159.248.86)  4.997 ms
 8  core2-te-0-4-0-4.ilford.ukcore.bt.net (109.159.248.6)  11.330 ms
    core2-te-0-2-5-0.ilford.ukcore.bt.net (109.159.248.2)  13.737 ms
    core2-te0-15-0-17.ilford.ukcore.bt.net (109.159.248.42)  13.073 ms
 9  peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134)  9.766 ms
    peer1-xe3-2-0.telehouse.ukcore.bt.net (109.159.254.205)  9.939 ms
    peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134)  9.738 ms
10  lndgw2.arcor-ip.net (195.66.224.124)  14.934 ms  13.839 ms  17.635 ms
11  85.205.116.10 (85.205.116.10)  11.676 ms  13.802 ms  11.441 ms
12  * * *
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21  * * *
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26  *

Many thanks,

Ben

[Retired-Andy]

Hi Ben,  

Everything is fine with your traceroute, speed test and ping test.

Your IP address is on our whitelist so no problems there either.

As you’ve got a new router, make sure the following ports are open/forwarded:-

Port Number

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

If they are, 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 both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• When the Sure Signal is back online (around 5 minutes), re-insert the Ethernet cable.

The reset will also download the latest version of the firmware to your device.

This process may take a few hours.

Let me know how you get on.

Cheers,

Andy

[snappyben]

Thanks Andy,

I have absolutly no idea what you're talking about re ports. But I'll have a Google and see if I can get a translation. Then I'll do another reset and report back.

Should the port thing be necessary if I have another SS already working on that Homehub?

B

[Gemma]

Hi B,

Please see here for more information on port forwarding.

Just to double check that you have one of the Sure Signals now working?

Please could you let me know the serial number and what light sequence you’re seeing?

Thanks,

Gemma

[snappyben]

Hi Gemma

I have 2 Suresignals V1. Both on the same homehub. Both have the correct light sequence (1,2 & 4) on solid. 1 SS is working fine, the other is not connecting to any of its registered handsets. The serial number is below in the thread.

I'm uncomfortable about changing any settings when I've got one working properly.

Thanks

Ben

[snappyben]

Hi Gemma.

Did you mean the serial no of the one working correctly?

It's 21222695294

Thanks, Ben

[snappyben]

Just done a port scan. Your link didn't help me much as I only have Apples in the house.

Results here

Port Scan has started…

Port Scanning host: 192.168.1.74

     Open TCP Port:     88             kerberos
     Open TCP Port:     548            afpovertcp
     Open TCP Port:     20884
Port Scan has completed…

Looks completly different to your list, but as I say we have one working perfectly.

B

[snappyben · Accepted solution]

Wa hay! All working now.

The reset method you listed earlier was different to the one on your other posts and seems to have kicked it into life.

Many thanks

Ben