Suresignal V1 and BT Homehub

[dodson]

The issue you’re experiencing: A little while after installing my new BT Homehub my SS V1 stopped working. I spoke to your technical help who did a reset and said they would call me back but didn't.  I have since tried a number of resets but still no joy.    Please can you help?

What light sequence you're seeing: I get a pattern of different lights. sometimes Light 1 with 2 flashing,then lights 1 and 2 solid, then lights 1 and 2 solid with 4 flashing.  I have tried all the online fixes for each of these light sequences.

Your speed test results download 12.81, upload 1.56

Your external IP address 2a00:23c4:326:f800:ed3d:31

Your Sure Signal serial number:21225096474

The results of a traceroute.

Microsoft Windows [Version 10.0.14393]

(c) 2016 Microsoft Corporation. All rights reserved.

C:\Users\Paula>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms    <1 ms    <1 ms  bthub [192.168.1.254]

  2     *        *        *     Request timed out.

  3     *       10 ms    20 ms  31.55.185.177

  4    12 ms    15 ms    10 ms  31.55.185.184

  5    11 ms    10 ms    11 ms  core1-hu0-17-0-5.colindale.ukcore.bt.net [195.99.127.150]

  6    11 ms    11 ms    11 ms  195.99.127.83

  7    12 ms    29 ms    10 ms  166-49-211-230.eu.bt.net [166.49.211.230]

  8    11 ms    14 ms    10 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.

VSS Traceroute command

[BandOfBrothers]

Hi.

It may also be worth trying a different power supply with the SureSignal (Version 1 & 2 ), as there have been some reports of replacement power supplies solving the issues. Even if lights / power are showing. They are available on eBay for around £10.

From member cineriv "But firstly, have a look around for a suitable unit with a 12 Volt output @ around 1.5Amp capacity that you could 'borrow' to prove the fault. Suitable units can be found on external hard drives, monitors, printers, routers etc.etc."

[dodson]

Thanks. I'll try that later.

[BandOfBrothers]

You're welcome.  

It is something worth trying definitely. 

[Rahim]

@dodson Kindly let us know if you're still having issues after trying the steps @BandOfBrothers gave. 

[dodson]

I don't have any power supplies at home that fit so can't try this.

[ChazzD]

@dodson

I've processed a resync of your Sure Signal. Please wait 6 hours before resetting the device. 

Let us know if this resolves the issue. 

[dodson]

I have now tried a new power supply and got the same flashing lights sequence. I have just tried a new router Home Hub 6 and I have 2 solid lights but no signal

[dodson]

Back to lights sequencing as per my original post

[Tash]

@dodson I can see that your Sure Signal device last made contact with our network on 12 December. Let us know if you're continuing to have any issues.