Sure Signal V3 Wont connect, Red Flashing and 2 amber

[dotrix]

Hi

I have spent hours last night trying to seup a Sure Signal V3 box. It just does not want to connect, i plug it in the internet light slowly flashes then the Red light start flashing and the two end lights (wireless and phone) go amber.

Its connected to a BT Home Hub, I have put it in the DMZ on the fire wall i have also port forwarded all the ports on the the torible shooting page but nothing works.

His external ip address is 213.123.210.9 i was wondering if that may require adding to the whitelist after looking at other forum answers?

Any help is greatly appreciated.

Cheers

[Amanda]

Hi @dotrix

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.

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,

Amanda

[dotrix]

Hi Amanda

Serial:42151672500

IP:213.123.210.9

Download:37Mb
Upload:7.86Mb
Speedtest Ping:23ms

Ping: 57ms
Jiter: 12ms
Line Quality B+

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  btbusinesshub (192.168.1.254)  1.965 ms  1.737 ms  1.707 ms
 2  host81-139-224-1.in-addr.btopenworld.com (81.139.224.1)  16.809 ms  16.540 ms  16.781 ms
 3  213.120.182.141 (213.120.182.141)  16.837 ms  16.904 ms  21.852 ms
 4  213.120.161.82 (213.120.161.82)  17.810 ms  18.604 ms  17.612 ms
 5  31.55.164.65 (31.55.164.65)  17.422 ms  17.281 ms  17.227 ms
 6  31.55.164.107 (31.55.164.107)  17.390 ms  17.041 ms  17.744 ms
 7  109.159.248.63 (109.159.248.63)  21.871 ms
    109.159.248.61 (109.159.248.61)  23.459 ms
    109.159.248.69 (109.159.248.69)  22.328 ms
 8  core1-te0-15-0-14.ealing.ukcore.bt.net (109.159.248.38)  22.797 ms
    core1-te0-3-0-14.ealing.ukcore.bt.net (109.159.248.24)  22.255 ms
    core2-te-0-15-0-7.ilford.ukcore.bt.net (109.159.248.22)  26.147 ms
 9  peer1-xe4-1-1.telehouse.ukcore.bt.net (213.121.193.156)  22.688 ms
    peer1-xe3-3-0.telehouse.ukcore.bt.net (109.159.254.207)  23.388 ms
    host213-121-193-156.ukcore.bt.net (213.121.193.156)  24.739 ms
10  lndgw2.arcor-ip.net (195.66.224.124)  23.614 ms  41.859 ms  25.141 ms
11  85.205.0.86 (85.205.0.86)  26.223 ms  27.541 ms  27.766 ms
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[duncanblowe]

Another item worth a try if your router has it. See if theres a setting for accepting fragmented packets and change it. That fixed mine with a draytek router.

[Retired-EricChe]

@dotrix - We've checked the IP address and this is on the whitelist.

If you have BT Homehub version 4 or 5, you'll need to check that Smart Setup is turned off in the router settings.

I recommend you test it on another connection (a friend or family members for example), if you're still having issues after trying the above.

[mattberryman]

Hi Amanda, 

I have a SureSignal in the same position as the original poster's. It has been working for months and then, suddenly, lost connection and is showing a flashing power light with the network and in use ones amber.

I have tried to reset the device a number of times (and waiting over 24hrs each time) but the device still does not connect. Additionally, the device has a public IP address and so is not subject to any NAT / firewalling issues.

Speedtest results:

• Ping: 15ms
• Download speed: 72Mbps
• Upload: 17Mbps

Pingtest results:

• Packet Loss: unable to test
• Ping: 20ms
• Jitter: 1m

SureSignal Serial Number

40134635867

VSS Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  10.0.0.1 (10.0.0.1)  32.620 ms  0.980 ms  1.188 ms

 2  b.gormless.thn.aa.net.uk (90.155.53.52)  15.385 ms  15.759 ms  15.508 ms

 3  d.aimless.thn.aa.net.uk (90.155.53.44)  138.411 ms  15.669 ms  137.248 ms

 4  83.217.238.93 (83.217.238.93)  16.369 ms  16.242 ms  15.863 ms

 5  ae-15.r02.londen03.uk.bb.gin.ntt.net (129.250.3.30)  137.280 ms  16.409 ms  16.285 ms

 6  ae-0.vodafone.londen03.uk.bb.gin.ntt.net (129.250.66.46)  15.918 ms  16.124 ms  16.322 ms

 7  ae22-xcr1.lns.cw.net (195.2.30.61)  15.411 ms  16.032 ms  15.981 ms

 8  * * *

 9  * * *

10  * * * (repeats)

Can you please take a look at this for me?

[ChazzD]

@mattberryman

Could you let us know your IP address please so we can check this? 

I'd recommend connecting your Sure Signal in another location, maybe a friend or family member's house.

You'll need to leave this connected for at least 24 hours to make sure everything updates.

We'll then be able to see if the problems lie with the Sure Signal or if they're specific to your location and router.

[mattberryman]

Hi @ChazzD,

My IP address is 81.2.82.32.

It's a static IP and no changes have been made to network config for weeks and so I am at a bit of a loss as to why both my suresignals (v3 and v2) started to fail to connect in recent weeks.

Thanks, Matt 

[ChazzD]

@mattberryman

Thanks for getting back to us. I've checked your IP address and everything with that seems fine. 

Have you managed to connect the Sure Signal in another location yet? Please let us know when you've done this and we'll then be able to see if the problem is with the device or your location and router. 

[mattberryman]

@ChazzD

I've just popped over to a neighbours house and connected directly to their router and I get the same behaviour.

Any ideas as that seems to suggest that it's not a problem with my internet connection?

Thanks, Matt