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Solution

Sure Signal not working

dws199
4: Newbie

The issue you’re experiencing:

The sure signal has stopped working, I have tried restarting it but I still have no signal on my phone

 

What light sequence you're seeing:

Power on and first to lights on solid


Your speed test results from here.

37 Mbps download 14 Mbps upload


Your external IP address from here.

86.128.218.119

 

Your Sure Signal serial number:

43161677885

 

The results of a traceroute.


VSS Traceroute command

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 5 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 13 ms 31.55.187.193
4 12 ms 9 ms 8 ms 31.55.187.208
5 51 ms 52 ms 49 ms 195.99.127.44
6 10 ms 10 ms 10 ms host213-121-193-203.ukcore.bt.net [213.121.193.203]
7 10 ms 10 ms 11 ms t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]
8 51 ms 51 ms 52 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.

1 ACCEPTED SOLUTION

Mark
Community Manager
Community Manager

@dws199

 

I've requested your Sure Signal box to be resynced with our network, this can take upto 6 hours to complete. Once completed, please restart your handset in range of your Sure Signal and your issue will be resolved.

 

Thanks,

Mark

View solution in original position

32 REPLIES 32

Mark
Community Manager
Community Manager

@dws199

 

I'm sorry for our delay in replying to your message.

 

I can see your Sure Signal has connected with our Network today. Can you please advise if your issue has now been resolved.

 

Thanks,

Mark

Hi

 

It worked for a bit but has stopped again now, this is so frustrating as this issue occurs so frequently

 

Please can you help resolve promptly.

 

Thanks

 

David

Mark
Community Manager
Community Manager

@dws199

 

I've requested your Sure Signal box to be resynced with our network, this can take upto 6 hours to complete. Once completed, please restart your handset in range of your Sure Signal and your issue will be resolved.

 

Thanks,

Mark

Why, there is no power at all for the box so re-syncing it is a waste of time.

 

Please read what I have said above !!

Ha. You'll be lucky (if they actually do re-synch)... I'm still waiting for a re-sync that was promised at 12 30..... it's not 2 15......

 

Gemma
Community Manager
Community Manager

@tjtops - For further help with your Sure Signal, please follow the steps from the link @Tash has posted here.

As usual, it's proved to be faulty and I now have a new one... let's see how long it lasts!

In the meantime, when will the 'tech teams' stop making customers jump through unnecessary hoops and actually LISTEN to what we say? It would save endless  wasted hours.........


@Gemma wrote:

@tjtops - For further help with your Sure Signal, please follow the steps from the link @Tash has posted here.


 

dws199
4: Newbie
I've restarted my phone and the device and still no signal, please help resolve asap, getting fed up with the poor reliability of this device

Tash
Moderator (Retired)
Moderator (Retired)

Hi @dws199 I can see that the device made contact with our network on 25 December. Please can you let us know if you're continuing to have issues and if the light sequence has changed at all?