Version 1 SS with BT Homehub issue

[G3ord13]

Along with so many others I am being driven to the point of firstly throwing the SS out of the window and after many years with Vodafone jumping ship to another provider!

It has been approximately 4 weeks since my Sure Signal became a No Signal, I have been through all information I can find, have forwarded all ports advised and still nothing.

The box goes through stages ranging from no lights at all to just a power lights and then the power light, second light flashing and bottom light flashing, still with no signal!

Any help would be greatly appreciated!

Cheers in advance

[DaveCD]

Hi G3ord13,

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

DaveCD

[G3ord13]

Thanks for getting back to me regarding this issue.

Speedtest Result 1.42 Mbps Down, 0.38 Mbps Up

Ping 47ms, Jitter 2ms

External IP 81.158.136.44

Tracert -

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

>tracert 212.183.133.177

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

1 99 ms 100 ms 97 ms BThomehub.home [192.168.1.254]
2 32 ms 32 ms 33 ms esr5.miltonkeynes3.broadband.bt.net [217.47.74.1
44]
3 32 ms 32 ms 36 ms 217.47.74.125
4 125 ms 38 ms 36 ms 213.1.69.106
5 35 ms 34 ms 34 ms 31.55.164.95
6 36 ms 35 ms 186 ms 31.55.164.109
7 164 ms 47 ms 46 ms acc2-10GigE-0-5-0-7.bm.21cn-ipp.bt.net [109.159.
248.230]
8 157 ms 48 ms 39 ms core2-te0-15-0-17.ealing.ukcore.bt.net [109.159.
248.164]
9 154 ms 40 ms 40 ms core2-pos9-2.bletchley.ukcore.bt.net [194.72.31.
157]
10 138 ms 42 ms 43 ms lndgw2.arcor-ip.net [195.66.224.124]
11 156 ms 46 ms 41 ms 85.205.0.86
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.

Sure Signal Serial Number - 21230494375

Thanks 

[Retired-Sarah]

Hi G3ord13,

Thank you for providing the advised information.

I’ve checked this and I can see it’s registered a connection today, can you advise if this is working again?

If this still isn't the case, are you able to try a new Ethernet cable?  

Thanks,

Sarah

[G3ord13]

Hi Sarah

The SS is still not working I will try a different Ethernet cable but at the moment it's on a different cable from normal anyway.

Is it worth trying another reset?

Thanks

[sfpoke]

I have exactly same problem that vodafone have not resolved. I've been advised to get a new SS!

If a lot of people are having the problem how can it be the SS that's at fault? must be an issue somewhere else as this problem is not unique.

[G3ord13]

My thoughts exactly, can't understand how it can have anythin to do with ISPs or SS boxes as there are so many people with the same issue starting a few weeks ago, my SS has been happily working away for the last few years with no problems at all up until now

[Jenny]

Hi guys,

@G3ord13 – Let us know how you get on once you’ve tested this.

@sfpoke – I can see that Gemma’s replied to your other post here.

Thanks,

Jenny

[G3ord13]

Hi Jenny,

Thanks for your reply, to be honest I feel that the assistance so far I have had with this matter is far below par. It seems that at the moment customer service by Vodafone's book is to get the customer to waste their time trying to sort our Vodafone's issues.

It cannot in my opinion be any other issue than a problem your end, there are hundreds of Sure Signals that have given up all on the same day how can that be an issue at the customer end??

Unfortunately I've had my fill of port forwarding, resets etc and frankly have better things to do with my time.

I have two contracts with you and my wife is also contracted to Vodafone. Unfortunately we are now unable to use either phones at our home as we receive no signal at all, but still paying a lot off money each month for the pleasure.

As each contract comes to an end, after many years with Vodafone I shall not be renewing the contracts and will go with another provider.

I appreciate this is not a problem of your doing and do not blame any of the employees of Vodafone but as customer service goes, Vodafone's is very shabby to say the least.

[DaveCD]

@G3ord13 

Please can you advise the light sequence showing on your Sure Signal, this will indicate where the fault is.

Has anything been changed recently such as the router?

DaveCD