moved to home hub 5 and now Sure signal 1 not working

[vikingf]

Hello

i have just upgraded my interent to BT infinity 2 and BT home hub 5 and my Sure signal v1 box has stopped working.

i have done the port forwarding on the router and I have followed the troubleshooting guide to no avail.

we are reliant on this as we have no signal in the house 😞

my sure siganl serial number is 21196850610 and i have lights 1, 2 and 4 on but neither my or my wifes phone can get a signal.

appreciate some help to get me up and running again

thanks

MIke

[Retired-Ian_]

Hi @vikingf 

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

[vikingf]

Hello @Ian_C

Here are the results

Speed test - http://www.speedtest.net/my-result/4023573137

ping test - http://www.pingtest.net/result/113782224.png

My IP Address : 81.129.88.4

sure signal serial number : 21196850610

tracert

tracert 212.183.133.177

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

1 <1 ms <1 ms <1 ms BThomehub.home [192.168.1.254]

2 * * * Request timed out.
3 * * * Request timed out.
4 13 ms 13 ms 13 ms 217.41.216.69
5 14 ms 13 ms 14 ms host109-159-245-130.range109-159.btcentralplus.com [109.159.245.130]
6 14 ms 14 ms 14 ms 213.120.162.69
7 14 ms 14 ms 14 ms 31.55.165.109
8 13 ms 13 ms 13 ms acc2-xe-3-2-0.mr.21cn-ipp.bt.net [109.159.250.232]
9 25 ms 23 ms 23 ms core1-te0-5-0-1.ealing.ukcore.bt.net [109.159.250.20]
10 21 ms 21 ms 21 ms peer1-xe2-0-0.telehouse.ukcore.bt.net [109.159.254.100]
11 88 ms 25 ms 23 ms lndgw2.arcor-ip.net [195.66.224.124]
12 23 ms 23 ms 23 ms 85.205.0.93
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16

[Sukhi]

Hi @vikingf 

Your traceroute looks fine.

Please make sure smart set up is turned off this can be found within Home Hub router settings.

Thanks,

Sukhi

[vikingf]

Hello Sukhi

Ive turned that off now.

Do i need to do anything else like reset the sure signal box ?

Mike

[vikingf]

Can Vodafone help out here

Myself and wife are fielding voicemail after voicemail when we leave the house due to no signal in the house and the Sure signal not working

Mike

[Retired-Laura]

Hi @vikingf

Please make sure that the IPSEC option has been selected on the router.

If you’re unsure on how to do this, contact your internet service provider.

If this still isn’t working, please can you let us know what the light sequence is that you can see.

Cheers,

Laura

[vikingf]

Hello Laura

Yep I've checked the Router IPSEC

in terms of the lights ,  I have lights 1 , 2 and 4  all lit permantly

Mike

[Retired-Matt_B]

Hi @vikingf,

I've requested for your Sure Signal's firmware to be updated.

Please allow 24 hours for this to complete and leave the Sure Signal switched on for this time.

Once 24 hours have passed, please complete a reset as per the instructions below:

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Thanks,

Matt B