cancel
Showing results for 
Search instead for 
Did you mean: 
1

Ask

2

Reply

3

Solution

Sure Signal no longer working

emagee12
3: Seeker
3: Seeker

My Sure Signal was working about 3 months ago but we have recieved a new BT Hub 5 and the Sure Signal is no longer working.

 

I have one flashing red light and 1 solid orange light

 

Any suggestions?

8 REPLIES 8

BandOfBrothers
17: Community Champion
17: Community Champion

Hi @emagee12

 

 

Please take a look through....

 

Sure Signal FAQs.

 

Sure Signal Troubleshooting.

 

 

 

 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

Thanks BandOfBrothers, I have looked through these but still cannot find an answer to help me

BandOfBrothers
17: Community Champion
17: Community Champion

There is an option in the help link I pasted in earlier shown as "Issue Not Listed"

 

This allows you to run some tests and if necessary repost your Traceroute. 

 

Also Customer Services via 191 or Live Chat can Help by possibly resyncing the Sure Signal. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

Thanks mate, I will try this tonight as I am now at work. 

 

Thanks for the help

 

E

BandOfBrothers
17: Community Champion
17: Community Champion

You're very welcome. :Smiling:

 

I hope all goes well for you. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

DaveCD
Moderator (Retired)
Moderator (Retired)

@emagee12

 

Please post the template provided in the link by @BandOfBrothers.

 

It's also worth checking the Smart Setup has been disabled in your router settings and the required ports are open.

The issue you’re experiencing: Not working

 

What light sequence you're seeing: Flashing red light, steady orange light


Your speed test results from here.  DS 11.67 US 1.91

Your external IP address from here.5.80.166.233

 

Your Sure Signal serial number: 40130622471

 

The results of a traceroute. 

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\home>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 9 ms 7 ms 6 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 135 ms 137 ms 121 ms 31.55.185.180
5 27 ms 27 ms 28 ms core2-hu0-8-0-5.colindale.ukcore.bt.net [195.99.
127.154]
6 28 ms 28 ms 28 ms 195.99.127.87
7 26 ms 26 ms 26 ms t2c3-et-8-1-0-0.uk-lon1.eu.bt.net [166.49.211.24
0]
8 28 ms 26 ms 26 ms 166-49-211-254.eu.bt.net [166.49.211.254]
9 * * * Request timed out.
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.

Trace complete.

C:\Users\home>

 

 

 

I would also note that I am running off a Hub 3 which is an extension from the main Hub 5 

 

Thanks in advance

DaveCD
Moderator (Retired)
Moderator (Retired)

@emagee12

 

Everything posted looks fine, although there are a number of time outs at the start of the traceroute.

 

The lights indicate the unit has failed to authenticate on our network.

 

Please follow the steps in my previous post and let me know of any changes.