sure signal not connecting

[b00zehound]

I noticed a couple of days ago our phones had stopped connecting to sure signal.

On checking the suresignal V3 it has the two icons in amber and the status light flashing red.

I have reset my router (BT Hub 5) and also reset the sure signal by pressing the reset button for 10 seconds. After a few seconds flasing the white "connection" light it reverts back to the 2 x amber lights and a flashing status light.

I have also left if overnight with no change

[mdhaynes]

Exactly the same has happened to me.

Does anyone know if this is a suresignal issue or a BT broadband issue?

Thanks

Mark

[liamo]

I have the same problem. Vodafone can't seem to do anything about it because alledgedly BT have made changes to their system which has basically disconnected these devices. Vodafone did some tests last night but failed to get it to connect. They sent me an email with some tech info about port forwarding and asked me to contact BT support to do this 'port forwarding'. I've just wasted about 3 hours being bounced from one team to another and had somebody remotely connect from India and do an amatuerish mess around with my Home Hub settings which didn't resolve a thing.

Basically the advice from Vodafone is as below and the standard BT support appear clueless as to how to deal with it and the only other option is to sign up for their £8 per month Tech Team.

I have to add I wouldn't be in this position if my coverage wasn't as dire as it is so I think both sides are letting us down here and am thoroughly cheesed off. FWIW here is the email I received from Vodafone last night and it is point 5 that is the problem.

Dear customer Vodafone sure signal device is designed to be plug and play device for most of the internet routers makes and models in market , in some rare cases internet routers block Vodafone sure signal connection due to firewall settings then a manual settings will need to be applied. Kindly contact your Internet Service Provider to apply the below settings on your internet router 1. Vodafone sure signal Service is only guaranteed on a PPPoA internet connection type. 2. Required internet specs of download speed 4.13 Mbps , upload speed 1.5 Mbps , You can test your internet speed and confirm it using speedtest.net 3. Ensure that your Sure Signal device is assigned to an internal permanent static IP address on your router s settings and that IP address should be assigned to Sure Signal device s MAC address the sure signal MAC address is written on the back of the sure signal device 4. The maximum connection MTU size to guarantee the connection is 1500 5. The below is a lis!
t of ports required to be forwarded with their proper protocol types 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

[jeffkinn]

The Sure Signal will or should connect to a BT Home Hub - mine does and didn't need any configuring whatsoever.

They won't connect to a BT Business Hub.

If you have a home hub persist with Vodafone and/or BT to get it to work.

[liamo]

Hi,

My VSS (£100 extra for an unsatisfactory service) has been connected to my HH5 for 3 months problem free and then  this problem occurred out of the blue. Apparently I am not on my own and Vodafone told me that they are collecting sample problems but can't comment on BT's performance officially.

My solution will be that my Vodafone contract will be up for renewal soon and I will move to a provider which can provide me an adequate mobile phone signal at home and I will switch my broadband provider next Feb when that contract is due to expire becasue I'm fed up of both of them passing the buck to each other and leaving piggy in the middle with no service.

[mdhaynes]

I feel i keep experiencing groundhog day.

Everytime i have had problems with the suresignal i have received the same 'help' from vodafone (I no longer contact them as i have emails of their advice and just automatically check everything). I have never come across the situation where my settings have 'changed' on their own and so none of the vodafone 'help' is effective.

Contacting BT broadband is a similar waste of time.

Both companies seem to feel it is acceptable to give us the response that it isnt their equipment that is faulty (Vodafone tell us it is plug and play and working with most stuff, not sure what BT's market share in UK is but am certain it is pretty high). BT tell us that the broadband is working fine so is a problem with the suresignal.

Just to really hack me off it always seems to happen when i am on call (am consultant surgeon) leading to problems with work contacting me.

Mark

[liamo]

Sorry to hear that Mark. I too rely on adequate comms at home not just for work but for family. There are other providers in my area that can provide satisfactory mobile coverage at my home after talking to my neighbours so after many years of loyal 'support' I will be migrating elsewhere. 

[Retired-Jamian]

@liamo @b00zehound @mdhaynes

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.

[NickS-001]

Hi Jamian,
Could you also please look at my info below, copied from a separate post yesterday which as yet no one from the tech team has replied to. I have had to attach trace route info as photo as no other way I could fnd to do it. Hope that's ok. The lights all went off last night but this morning back where we were with red flashing light one, no light 2 and lights 3 and 4 solid Amber.
thanks,
Nick.


Really hoping either the tech team or anyone who reads this can help.
Our VSS 3 was working fine until a power cut on Friday morning. Without it we have no reception at all at home.
we have a flashing red light, no internet light and solid amber lights 3 and 4.
Have tried resetting and made sure port forwarding details are correct. Registered post code is correct. Wasted hours yesterday with online chat and waiting for call backs that didn't happen.
finally spoke to someone this morning who just advised to check all the router details and requirements are correct (speed etc) As far as I can tell everything is fine. They assured me once this was correct it would be working again. But still no joy.
Data is below.
Any advice appreciated as to what to try next.
Thanks,
Nick.

Speed test 31.18Mbps
upload 7.64Mbps
ping 20ms
external IP address 86.136.197.157

VSS serial no 42150248252

I am obviously a novice on the forum. I thought I had posted the above on this thread earlier this morning but just noticed it is on my original thread from yesterday. Not sure if I did that without realising or if it was somehow moved?

hope some one from the tech team can help soon.

Thanks.

[Jak]

I'm also having the same problem, the answer i got from customer service was to buy a new sure signal, if you could check mine too it would be greatly appreciated.

 speed test results 74.55 
 ping test results from 17ms
r external IP address 86.167.59.154

The results of a traceroute.

Tracing route to 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    13 ms    13 ms    14 ms  31.55.185.181
  4    12 ms    12 ms    13 ms  31.55.185.180
  5    12 ms    12 ms    12 ms  195.99.127.140
  6    12 ms    13 ms    12 ms  195.99.127.8
  7    13 ms    13 ms    13 ms  195.99.127.19
  8    15 ms    15 ms    15 ms  lndgw2.arcor-ip.net [195.66.224.124]
  9    14 ms    13 ms    14 ms  85.205.0.86
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

Your Sure Signal serial number: 21197105006