ReSync from my account

[marshalex]

Hi

I have had a few internet issues recently and each time I have had to contact yourselves to get my sure signal resynced. I was told on the phone yesterday that it was possible to do this my self from within my account. Could you please tell me where this option is?

Thanks

[Retired-Andy]

Hi marshalex,

It’s not possible for a customer to resync their Sure Signal.

If you post your serial number here we’ll be able to do this for you.

Alternatively, you may find it quicker to use Live help.

Cheers,

Andy

[marshalex]

Well why is your technical support team over the phone telling me I can? My suresignal drops out and doesn't reconnect every time there is a blip in my internet connection and I have to spend 15 minutes on the Landline each time to get it resolved. Is this normal behaviour?

[DaveCD]

Hi marshalex

A resync cannot be done from your end, a reset can as follows: 

For versions 1 and 2:

-Hold in the reset button until all lights 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 lights to come on and then release the reset button

For version 3:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour.

If the internet speeds drop below the required amount, it will pick it up once the speeds are back up on short outages, if it is a long outage, a reset may be required.

If your ISP is making changes for example to your IP address, we'd need the Sure Signal to pick this up, which can be achieved with a resync.

If you let me know the serial number, I can take a look for you.

DaveCD

[marshalex]

It looks like when it goes down the router gets a new public IP address (which would explain the need for a resync).

I will try the reset method next time (though I have held the button down for over 30 seconds and nothing happened to it).

Serial number is 40132723988.

Thanks

[Retired-Dave]

Hi marshalex,

I've done the resync for you now.

Give these slightly different reset instructions a try. They've helped in some cases.

For Sure Signal version 1 or 2:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

For Sure Signal version 3:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave