VSS1 & BT Infinity Hub 5 Not Working

[kevintodman]

I have recently upgraded to BT Infinity with Hub 5 and whilst the VSS1 worked initially for about a day it is not working now.  I have checked the various posts and enabled Port Clamping as directed and completed several resets of both the VSS and Hub5.  I can confirm the VSS has an active ethernet connection to the hub and I have changed the ethernet cable to one that I know works.

The symptoms are:

1. After VSS reset/power on ... initially Light 1 (top) comes on and stays on

2. Then Light 1 stays on and Light 2 is flashing

3. Then Light 1 & Light 2 stay on

4. Then Light 1 & 2 stay on and 4 starts flashing

5. Then briefly 1 & 2 & 4 stay on but then 2 & 4 go out and the whole sequence starts again.  It seems to take several minutes to cycle through the sequence during whch time I can see the VSS temporarily connect and show up on as a connected device on the device map for the Hub5.

The VSS serial number is 21197181593

Thanks,

Kevin....

[Retired-Ian_]

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,

Ian

[kevintodman]

Ian,

I worked through the troubleshooting earlier with no success.  As mentioned in my eralier post I have changed the ethernet cable and confirmed that the VSS temporaily seems to connect to the BT Hub 5.  

Results from the diagnostics below, seems an issue with the tracert, tried pinging that IP as well with no success.

Speedtest

Ping : 7ms

Download : 73.74Mbps

Upload : 17.90Mbps

PingTest

Ping : 34ms

Jitter : 1ms

TraceRoute :

c02gvdexdjwv:~ kevintodman$ traceroute 212.183.133.177

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

 1  * * *

 2  * * *

 3  * * *

^C

c02gvdexdjwv:~ kevintodman$

VSS serial number is 21197181593

Thanks,

Kevin.....

[kevintodman]

Ian,
Just re-ran the traceroute test and had the following results

Traceroute to 212.183.133.177 (212.183.133.177), 64 hops max.
1 bthomehub.home (192.168.1.254) time=32 ms
2 217.32.145.130 (217.32.145.130) time=12 ms
3 217.32.145.158 (217.32.145.158) time=40 ms
4 213.120.176.10 (213.120.176.10) time=76 ms
5 217.41.168.63 (217.41.168.63) time=61 ms
6 217.41.168.107 (217.41.168.107) time=12 ms
7 109.159.249.106 (109.159.249.106) time=12 ms
8 core1-te0-15-0-4.faraday.ukcore.bt.net (109.159.249.29) time=14 ms
9 62.6.201.175 (62.6.201.175) time=19 ms
10 t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net (166.49.211.190) time=19 ms
11 166-49-211-254.eu.bt.net (166.49.211.254) time=21 ms
12 *
13 *
14 *
15 *
16 *

Hope this helps diagnosis of the issue.
Thanks,
Kevin.....

[Ben_H]

Hi Kevin,

We're unable to contact your unit, so something on your setup is blocking our connection. The light sequence shows it's not stabilising either. Our IT guys have asked that you:

• Reboot router, then reboot the Sure Signal.
• Open BT Homehub admin page.
• Refresh the connected device list.

Does the SS MAC address show against the Sure Signal? If it does, is the IP address shown next to the MAC address the one that the ports are open against? The ports are in the troubleshooting guide and BT may have to set them up for you.

If the MAC address doesn't show against the Sure Signal, please test your unit on another internet connection (such as a friend or relatives house) for an hour to rule out a hardware fault.

Thanks,

Ben

[kevintodman]

Ben,

Tried what you have suggested (reboots) and can confirm that the SS Mac address is showing in the Hub Manager Connected Device List and is showing a valid IP address (192.168.1.66) in the valid range for DHCP table (192.168.1.64 - 253) with other devices nearby that IP having no issues with connectivity.

Does this suggest it is a hardware fault on the SS rather than any issues with the network/BT Infinity setup?  If so do I just order a new SS unit?

I work from home so I need this mobile connectivity and it is a big issue for me so am keen to get a resolution one or another quickly.

Thanks,

Kevin....

[Gemma]

Hi kevintodman,

Your Sure Signal made contact with the network at 3.23am today.

Is everything now ok?

If not, please let me know what light sequence you’re now seeing?

Thanks,

Gemma

[kevintodman]

Hi Gemma,
No still not working. The light sequence is the same as I described in the original post and no mobile connectivity.
Regards,
Kevin....

[Retired-Matt_B]

Hi Kevin,

It could well be a hardware issue.

If you try the Sure Signal in a different location, we'll know for sure if it is.

You can then order a new Sure Signal if need be

Thanks,

Matt B

[satsig]

Try setting the DHCP address range in the BTHomeHub to start at .70