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sjwtcil · ‎08-07-2014

Hi I do hope someone could help me please.

I am in TN32 and currently there is a problem with the local Vodafone mast and has been like this for 2 months - so I phoned Vodafone with the intention of moving to a different provider because I need my phone for work. The customer service person said I could have a sure signal device and it would work on my home network, which for three days it was perfect (happy days), then on the morning of the forth day no service on mine or my wife's iphones!
Power light solid red, Internet light solid white, service light solid white, in use light off.
S/N 42141613333

since then I have been trying all sorts.
Reset the device, removed numbers, changed owner, changed postcode and back again.
Put the VSS in the DMZ - stopped the firewall on the BT Home HUB 3, forwarded and opened the appropriate ports.
please see trace route and patchping

Tracing route to 212.183.131.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms BTHUB3 [192.168.2.254]
2 19 ms 18 ms 18 ms 217.32.145.141
3 18 ms 18 ms 18 ms 217.32.145.206
4 21 ms 20 ms 19 ms 213.120.156.218
5 19 ms 19 ms 20 ms 213.120.178.65
6 20 ms 19 ms 19 ms 217.41.168.107
7 19 ms 19 ms 20 ms acc1-10GigE-0-2-0-6.l-far.21cn-ipp.bt.net [109.159.249.101]
8 19 ms 19 ms 19 ms core1-te0-15-0-7.faraday.ukcore.bt.net [109.159.249.37]
9 19 ms 24 ms 20 ms 62.6.201.221
10 104 ms 106 ms 111 ms t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.194]
11 22 ms 21 ms 20 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

d:\Users\Music>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 WAS [192.168.2.4]
1 BTHUB3 [192.168.2.254]
2 217.32.145.141
3 217.32.145.190
4 213.120.176.18
5 213.120.178.67
6 217.41.168.107
7 acc1-10GigE-0-2-0-7.l-far.21cn-ipp.bt.net [109.159.249.103]
8 core2-te0-7-0-4.faraday.ukcore.bt.net [109.159.249.11]
9 peer2-xe8-0-1.telehouse.ukcore.bt.net [109.159.254.179]
10 t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.194]
11 166-49-211-254.eu.bt.net [166.49.211.254]
12 * * *
Computing statistics for 275 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 WAS [192.168.2.4]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% BTHUB3 [192.168.2.254]
0/ 100 = 0% |
2 19ms 0/ 100 = 0% 0/ 100 = 0% 217.32.145.141
0/ 100 = 0% |
3 36ms 0/ 100 = 0% 0/ 100 = 0% 217.32.145.190
0/ 100 = 0% |
4 19ms 0/ 100 = 0% 0/ 100 = 0% 213.120.176.18
0/ 100 = 0% |
5 19ms 0/ 100 = 0% 0/ 100 = 0% 213.120.178.67
0/ 100 = 0% |
6 19ms 0/ 100 = 0% 0/ 100 = 0% 217.41.168.107
0/ 100 = 0% |
7 20ms 0/ 100 = 0% 0/ 100 = 0% acc1-10GigE-0-2-0-7.l-far.21cn-ipp.bt.net [109.159.249.103]
0/ 100 = 0% |
8 20ms 0/ 100 = 0% 0/ 100 = 0% core2-te0-7-0-4.faraday.ukcore.bt.net [109.159.249.11]
0/ 100 = 0% |
9 21ms 0/ 100 = 0% 0/ 100 = 0% peer2-xe8-0-1.telehouse.ukcore.bt.net [109.159.254.179]
0/ 100 = 0% |
10 23ms 0/ 100 = 0% 0/ 100 = 0% t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.194]
0/ 100 = 0% |
11 21ms 0/ 100 = 0% 0/ 100 = 0% 166-49-211-254.eu.bt.net [166.49.211.254]

Trace complete.

Any assistance will be greatly received

Steve

Retired-Andy · ‎09-07-2014

Hi Steve,

Everything is fine with your ping test and traceroute.

Your Sure Signal connected to our servers on 7 July.

The light sequence you’re seeing shows the Sure Signal is ready to take a call.

Check to make sure the following ports are open/forwarded on your router:

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, you may be affected by the issue mentioned here.

To confirm this, try the Sure Signal in a different location using a different ISP.

If you contact BT, you may be able to arrange a replacement Home Hub to be sent out to you.

Thanks,

Andy

sjwtcil · ‎09-07-2014

Hi Andy, I shouldn't need to open/forward any ports if the Sure Signal is in the DMZ, the device was working perfectly for 3 days - How can we test the 3G wireless part of the SS3? as this would be the first thing I would test knowing that the route to your servers are fine?

Retired-Ian_ · ‎10-07-2014

Hi sjwtcil,

It's not possible to test the wireless part.

We need you to check the Sure Signal at another location with a different ISP.

If it's not working, then the Sure Signal has a fault and will need to be repaired.

Thanks.

Ian

sjwtcil · ‎10-07-2014

Hi Ian

I am at another location with the sure signal, I get solid Red light, solid white internet and solid white service - but no in use light(4) when using my phone.

I think it is not working - who do i need to contact to get it replaced?

Steve

Retired-Ian_ · ‎11-07-2014

Hi sjwtcil,

Thanks for trying that for me.

The next step is for you to arrange a repair.

Ian

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