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Solution

V3 random dropped calls and now stopped working.

mark990
4: Newbie

‎27-11-2013 12:22 PM

Dear Support

 

Can you please help to get my SS V3 working again. I've always had some issues with it in that I have to sometimes reset it and it often drops calls during conversations. I don't really know how reliable its been as I don't monitor it constantly only if I try to make a call or if I check for missed calls do I find that its not working.

 

However the past couple of days it has given up, it only has a solid red light with the internet light glowing white for a short time before going back to just the red light.

 

I have tried reboots and the usual but its still not working. I'm using a BT homehub 3 that I always have done.

 

Ping 34ms, Down 5.61 Mbps, Up 0.91Mbps, Jitter 1ms

 

IP 31.54.132.118

 

Grade B*

 

Hop(ms)(ms)(ms)      IP AddressHost name
1   5   5   5      24.153.208.145 rrcs-24-153-208-145.sw.biz.rr.com  
2   8   7   7      71.40.237.84 xe-1-0-0-0.reserved.tx.twcbiz.com  
3   7   7   7      24.175.49.7 agg10.dllbtxlb02r.texas.rr.com  
4   8   7   7      24.175.49.8 agg21.hstqtxl301r.texas.rr.com  
5   5   7   7      66.109.6.54 ae-4-0.cr0.hou30.tbone.rr.com  
6   35   34   34      66.109.10.10 ae-5-0.cr0.dca10.tbone.rr.com  
7   32   33   32      66.109.6.169 ae-2-0.pr0.dca10.tbone.rr.com  
8   107   108   108      66.109.11.122  -  
9   108   108   108      166.49.164.73 t2c2-p5-0-0.uk-eal.eu.bt.net  
10   109   109   109      166.49.237.34 t2c4-xe-11-0-0-0.uk-eal.eu.bt.net  
11   108   108   108      166.49.168.46 eubuf1028.eu.ignite.net  
12   110   111   111      62.6.200.141 core2-te0-12-0-2.ealing.ukcore.bt.net  
13   114   114   114      109.159.248.151 acc2-10gige-0-1-0-1.bm.21cn-ipp.bt.net  
14   113   113   114      109.159.248.227  -  
15   112   112   112      31.55.164.108  -  
16   114   114   114      31.55.164.210  -  
17   116   116   162      212.140.235.73  -  
18   117   117   117      217.32.141.193  -  
19   Timed out   Timed out   Timed out       -  
20   Timed out   Timed out   Timed out       -  
21   Timed out   Timed out   Timed out       -  
22   Timed out   Timed out   Timed out       -  

Trace aborted.

 

SN: 40131963437

 

Like everyone else on this forum I only joined vodafone for this service as we have no "normal" signal here.

 

Thanks in advance

 

Mark

0 Thanks
6 REPLIES 6

mark990
4: Newbie

‎27-11-2013 02:07 PM

Anyone??

 

Re sync or something?

0 Thanks

mark990
4: Newbie
In response to mark990

‎28-11-2013 12:32 PM

All come good!

 

This is what the tech support told me to do for BT Home Hub 3 Version A

 

Vodafone Sure Signal

all these ports need to be opened for UDP
8    TCP
50       TCP
53       TCP
67
68
123
500
1723   TCP
4500
33434-33445
 
we need to assign a static IP to the sure signal MAC address
we need to check if the internet provider using internet protocol PPPOA or PPPOE
as it has to be PPPOA
 
I done all of the above and then reset sure signal. I did ask for a re sync but not sure if this was done or if it came good before re sync.
 
Interested to see how long it lasts!
0 Thanks

Ben_H
Moderator (Retired)
Moderator (Retired)
In response to mark990

‎28-11-2013 03:23 PM

Hi Mark,

 

Thanks for posting your details. Apologies for the delay responding. Ours is only a small team and we aim to reply to all posts within 24 hours but we've seen a rise in traffic recently. 

 

I'm glad the Customer Services team managed to help this time.

 

I know there are compatibility issues with BT Homehub 3 and Sure Signal 3 which we're currently addressing with BT. In the meantime, many customers who have upgraded to Homehub 4 have seen a much more reliable service so maybe this is an option you can discuss with your ISP? :Smiling:

Cheers, Ben

 

 

 

0 Thanks

mark990
4: Newbie
In response to Ben_H

‎06-12-2013 11:12 AM

Hi Ben

 

All seemed well but the past few days I've had dropped calls and checked the SS to see the red light flashing and the internet light solid orange. Reset using the button for 30 secs and it comes good. I'm having to do this every day. Do you think a BT home Hub 4 will sort out this issue for good or a completely different brand of router? BT have told me that there are no issues with the HH3 that I have but won't help any further unless I sign up to tech help at £10/mth.

 

I don't mind buying a new router but just need a fully working SS as I can't rely on the phone reception for business and will have to look elsewhere.

 

Thanks

 

Mark

0 Thanks

Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to mark990

‎09-12-2013 01:23 PM

Hi mark990, 

 

I'm not sure why you've been advised there are no issues with the Home Hub 3, we have had it confirmed that there are compatibility issues. We've had many customers come back to the forum to say since changing to a different router or the Home Hub 4 it's now working. 

 

To make sure, try it on a different Internet connection (a friend or family members). If it has a stable connection you'll know it's definitely not an issue with the Sure Signal. 

 

Let us know how you get on, 

 

Kay

0 Thanks

mark990
4: Newbie

‎10-12-2013 09:13 AM

Ok, thanks for that info. All seems to be working again with the HH3 after the Vodafone reset a couple of days ago. I'll stick with it for now as we might be moving from BT soon but if we renew with them I'll try the HH4. Strange that their tech team told me that the HH3 has no problems, can only think they wanted me to sign up to a monthly contract. Never really trusted BT but stuck with them as our village has no real alternative.
0 Thanks