Sure Signal and BT Infinity

[DaveForrest]

Hi

Recently bought a Sure Signal and trying to get it set up with BT Infinity / Home Hub.  It initially worked once but following unplugging it no longer connects (all cables are correctly set up)

Constant flashing red light and error message saying Sure Signal cannot access router.  When I check in the Admin panel of HH there is no sign of connection.

There seem to be lots of posts on this topic suggesting there are serious issues between SS and BT HH. Does anyone have any suggestions - I've unplugged and reset several times. 

Cheers

Dave

[DaveCD]

Hi DaveForrest,

Try using a different Ethernet cable.

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below 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

DaveCD

[DaveForrest]

Thanks for the information

Speed Test

47Mbps

Ping Test

Unable to test packet loss

Ping 14ms

Jitter 3ms

Traceroute attached 

IP address

86.129.238.43

Serial Number

40134954094

(Attachment removed as it contained personal information)

[Retired-Matt_B]

Hi Dave,

As the Traceroute has been removed (it contained your email address) could you please repost it, minus any personal information.

We'll then be able to look into this for you.

Thanks, 

Matt B

[DaveForrest]

Reattached.

Thanks

[Gemma]

Hi Dave,

To eliminate a faulty Sure Signal, please test it using a different router.

Take a look here, this may be the issue.

Thanks,

Gemma

[DaveForrest]

Hi Gemma

How do I test it with a different router.  Am I expected to go to someone else's house and try it out with their broadband!?  Clearly not practical.

If I read this article linked to, it would appear that Vodafone are selling a product that is not compatible with the country's largest broadband provider.

It appears to me that I have spent £100 on a product that simply does not work.

Is this correct?

Thanks

Dave

[Retired-Matt_B]

Hi Dave,

We don't guarantee that the our Sure Signal will work with every router that's available.

Having said that, it should work with BT Infinity. We're aware of a problem with BT Business Infinity, but this is unrelated to the consumer product.

We offer a 14 day return window, call 191 and once we receive the Sure Signal, the £100 charge will be refunded to you.

Thanks,

Matt B