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Hi jamie2126,
I've checked your serial number and your unit hasn't updated since the 24th January so I've forced a resynch for you.
Can you follow the advice from Allegoricus and let us know how you get on?
Paul
Hi jamie2126,
Thanks for getting back to us.
This light sequence indicates the VSS is not active and the VSS has failed to connect with our network. This can be rectified by following the steps below.
Check the physical connection between your Sure Signal and your Router/Modem.
In order to function, the Sure Signal needs to be connected to a spare ethernet port on your Router or Modem (or a Hub/Switch that is in turn connected to an Internet Gateway.) In some cases it is possible for an ethernet cable to be faulty, in which case it may not allow your Router and Sure Signal to talk to each other.
To verify the ethernet cable works, check the lights at the back of your Sure Signal, where the cable is plugged in. There should be a Link light which is on permanently to indicate that an electrical circuit has been established through the cable. There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plugging the cable into a different port on your Router / Modem.
Check that you have an active Internet connection.
Make sure you are currently able to connect to the internet on another device, such as your PC, or a Wi-Fi enabled phone. If you are not able to make an internet connection, this indicates a problem with your Router or your Internet Service Provider. We recommend rebooting the Router to see if this then allows you to connect to the internet.
Reboot your Router / Modem
Turn off your Router or Modem at the wall for 10 seconds, then turn it back on. Wait for the lights on your Modem/Router to indicate an internet connection has been established, and then press the Reset button on the Sure Signal.
Check that your Sure Signal has been assigned an internal IP address by your Router
In order to connect to your network and the Internet, the Sure Signal must be assigned an internal IP address by your Router. If your Router supports DHCP, this must be enabled. Doing so will enable the Router to assign an IP address to your Sure Signal automatically.
For detailed instructions on how to enable this, please consult your Router manual, or contact your ISP or Router Manufacturer.
If your Router or network configuration does not allow DHCP, then you will need to assign a static IP address to your Sure Signal's MAC Address, using your Router's configuration panel. Please consult your ISP or Router Manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal unit.
Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.
The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com
Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26
Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP
Port 8 - TCP/IP
Port 1723 (BT Customers only) - TCP/UDP
Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191
Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.
Check your MTU settings
Log into your admin page for your router
Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.
Change the value of the MTU size to 1500
Log out of the router, this will usually result in a reboot.
Perform hard rest of the VSS unit by
Hold in the reset button until all the light go solid
Pull the power lead out with the reset button still pushed in
Continue to hold down the reset button and reconnect the power lead
Wait for all of the lights to come on then release the reset button
The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.
Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).
Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.
Thanks,
Jenny
OK,
I've reset the BT HH3 to factory settings, set up Port Forwarding TCP: 8 TCP: 50 TCP: 123 UDP: 500 UDP: 4500 and enabled VPN Clamping, reset VSS
VSS is shown as connected
VSS has IP assigned by HH3
Unable to find MTU setting, however looking at the BT Forums the default is set to 1500
Still no change flashing Red Power & solid Amber Service light remain.
S/N 40123305324
ping in 21ms
download is 18.3
upload is 7.75
IP 109.151.199.242
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\w418912>
C:\Documents and Settings\w418912>>tracert 212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.
C:\Documents and Settings\w418912>cd..
C:\Documents and Settings>cd..
C:\>>tracert 212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.
C:\>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 2 ms 1 ms 1 ms BTHomeHub.home [192.168.1.254]
2 8 ms 6 ms 24 ms 217.32.143.224
3 8 ms 6 ms 6 ms 217.32.144.14
4 8 ms 17 ms 7 ms 213.120.181.214
5 8 ms 7 ms 9 ms 217.41.169.45
6 10 ms 8 ms 10 ms 217.41.169.107
7 12 ms 9 ms 9 ms 109.159.251.113
8 17 ms 15 ms 96 ms acc2-10GigE-0-2-3.sf.21cn-ipp.bt.net [109.159.25
1.171]
9 86 ms 14 ms 19 ms 109.159.254.134
10 62 ms 15 ms 15 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 73 ms 16 ms 18 ms 85.205.116.6
12 * * * Request timed out.
Good Morning Jamie,
Thank you for supplying this information, everything you've posted looks correct so it's strange that you're experiencing these problems.
We need to rule out any issues with the Sure Signal device itself, to do this we need you to try it at a different location. Can you give this a try at friend or family members house and let us know the outcome?
I look forward to hearing from you shortly.
Kay
