Sure Signal v1 - check registration please

[peter30143]

Hi Support,

Can you check that my SureSignal v1 - serial number 21230741478 is still communicating with you please ?

It's stopped working a few months back, and despite reading through all the forum posts, and following all the advice given regarding factory resets etc, it still sits there just with just a steady power light.  Every now & then light number 2 will go steady, and lights 3 & 4 will flash but then it seems to reset itself and go back to just a steady power light ..

I've read a lot about the unit needing new software ?  Or re-registering ?

Can you please advise ...

Thanks

Peter

[peter30143]

Oh, for your info, it's been connected to a BT Infinity since May 2013, and it's a HomeHub v3.

Havr reset the HH v3 and also the SureSignal unit many times, and have just carried out a 'pathping', results pasted below;

C:\Users\Bray Family>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  BrayFamily-PC.home [192.168.1.67]
  1  BTHomeHub.home [192.168.1.254]
  2  217.32.141.8
  3  217.32.140.254
  4  217.41.222.18
  5  31.55.164.183
  6  31.55.164.107
  7  acc1-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.248.114]
  8  core1-te0-15-0-0.ealing.ukcore.bt.net [109.159.248.12]
  9  peer1-xe0-0-0.telehouse.ukcore.bt.net [109.159.254.96]
 10  lndgw2.arcor-ip.net [195.66.224.124]
 11  85.205.116.2
 12     *        *        *
Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           BrayFamily-PC.home [192.168.1.67]

                                0/ 100 =  0%   |
  1    2ms     0/ 100 =  0%     0/ 100 =  0%  BTHomeHub.home [192.168.1.254]
                                0/ 100 =  0%   |
  2   13ms     0/ 100 =  0%     0/ 100 =  0%  217.32.141.8
                                0/ 100 =  0%   |
  3   16ms     0/ 100 =  0%     0/ 100 =  0%  217.32.140.254
                                0/ 100 =  0%   |
  4   13ms     0/ 100 =  0%     0/ 100 =  0%  217.41.222.18
                                0/ 100 =  0%   |
  5   14ms     0/ 100 =  0%     0/ 100 =  0%  31.55.164.183
                                0/ 100 =  0%   |
  6   14ms     0/ 100 =  0%     0/ 100 =  0%  31.55.164.107
                                0/ 100 =  0%   |
  7  ---     100/ 100 =100%   100/ 100 =100%  acc1-10GigE-0-3-0-3.bm.21cn-ipp.bt
.net [109.159.248.114]
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%   100/ 100 =100%  core1-te0-15-0-0.ealing.ukcore.bt.
net [109.159.248.12]
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%   100/ 100 =100%  peer1-xe0-0-0.telehouse.ukcore.bt.
net [109.159.254.96]
                                0/ 100 =  0%   |
 10   22ms     0/ 100 =  0%     0/ 100 =  0%  lndgw2.arcor-ip.net [195.66.224.12
4]
                              100/ 100 =100%   |
 11  ---     100/ 100 =100%     0/ 100 =  0%  85.205.116.2

Trace complete.

[Retired-Andy]

Hi Peter,

Everything looks fine with your ping test and pathping.

I’ve checked your serial number and ca see that a location change has been detected.

I’ve updated the system to remove this message and also resynced your Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

If this doesn’t work for you, try the unit on a different internet connection, that of a family member or friend.

Let me know how you go on.

Thanks,

Andrew

[peter30143]

Thanks Andrew,

Funny how it was showing a 'location change' - we're still in the same place.

Only thing that has changed is an 'upgrade' from copper broadband to fibre broadband ... same ISP though.

I'll do a factory reset and see how that goes ..

Thanks

Peter