SureSignal does not work with BT Infinity

[TSPlowright]

Your Twitter support group asked me to post here for help with this issue: 

I have a SureSignal (SS) version 3 which worked perfectly while with Sky on standard broadband. I then switched to BT (HomeHub 4) last summer (August) and the SS stopped working. I tried all of the port forwarding etc with no luck and eventually I was told that it was probably a speed issue (3mb up and 0.6mb down). I had just found out Infinity was due in my area so I waited several months while that was installed. 

In December I finally went live on Inifnity and now have a steady 38mb up and 9mb down. The SS still doesn't work. I now have the HomeHub 5 as I am on a Fibre to the Property (FTTP) line. I have tried setting up the port forwarding and tried placing the SS in the 'DMZ', none of which works. I was then finally told by Technical Support that the SS doesn't work when pppoe security is in place. This is unavoidable on Fibre lines (so I am told) so was terminal, or so I thought. 

When I complained to the Twitter help group and they assured me that the SS does work with pppoe, sometimes. They asked me to post here for help. I have tried this before, but not been able to find a fix...

The SS has a steady power light and flashing 'internet' light which periodically goes off then comes back on (still slowly flashing).  It does this forever, six months and counting...

I have no intention of buying new equipment to get the SS working. If it does not work soon I will seek a full refund and cancel all contracts with Vodafone. I am immensely fed up.

[jeffkinn]

Just to confirm that the Sure Signal works perfectly with BT Infinity. I have FTTC and an SS2 but people who tell you that the Sure Signal and BT Infinity are not compatible are wrong. I have also used thre different routers, a Home Hub 3 and 5 and a Belkin, and they all work.

[TSPlowright]

I have now received a text message claiming that my SS is ready to use, but it is still flashing its internet light and providing no signal at all.

Jeffkin, I am glad to hear that it can work, all I need now is for it to actually work!

Tim

[Gemma]

Hi Tim,

The registration activated on the network at 08:03pm yesterday.

Please let us know 24 hours from then, which light sequence you’re seeing if it’s still not working.

Thanks,

Gemma 

[TSPlowright]

I am disappointed to report that the SS is still not working, and still has a steady red power light and a slowly flashing white internet light. No other lights are visible.

Tim

[Ben_H]

Hi Tim,

Thanks for the update. I'm sorry to see this is still not working.

The only other thing we can suggest is getting the Sure Signal sent off for a repair.

You can rule out a fault with your unit if you have a chance to test it for an hour or so on an alternative internet connection (such as a friend or relatives). 

Many thanks, Ben

[TSPlowright]

I will test it at my mother in law's house, she lives nearby so I should be able to do this today. 

If it doesn't work how do I go about sending it in for repair? 

Thanks

Tim

[TSPlowright]

I have plugged it into my mother in laws Plusnet connection. The power light came on, then a few secondds later the 'internet' light flashed (white) rapidly four or five times and then settled into its all too familiar slow flashing (white) routine. I will check back in six hours and provide a further update, unless directed otherwise. 

Tim

[Retired-Dave]

Hi TSPlowright,

Did the Sure Signal start working after you left it for a while?

If not, I'd follow Ben's suggestion to arrange a repair.

Dave

[TSPlowright]

Hello Dave

No, it is still slowly flashing it's internet light. Where do I send it for repair, and does it need to be in its box etc?

Thanks

Tim

[Retired-Ian_]

Hi Tim,

You can find more about arranging a repair here. 

Don't worry if you haven't got the original box.

Thanks 

Ian