FAO Tech team Sure signal not working after change of ISP

[fosterel]

We changed our broadband supplier today to BT and our sure signal isn't working. All the lights are as they would normally be (power and system light on), and I have performed a full reset, but even after this I still have no signal. We are using a BT home hub 3 which is also new.

Having looked at previous posts I know you need the following from us.

VSS serial number 40111328700

Download speed 3.88Mbps

Ping  95 ms

IP 81.131.126.157

Command Trace

C:\Users\Admin>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     8 ms     1 ms     1 ms  api.home [192.168.1.254]

  2    30 ms    36 ms    29 ms  217.32.0.58

  3    76 ms    53 ms    48 ms  217.32.0.161

  4    39 ms    38 ms    38 ms  213.1.69.166

  5    40 ms   171 ms   203 ms  31.55.165.102

  6   230 ms   204 ms   101 ms  31.55.165.73

  7   231 ms   203 ms    40 ms  31.55.165.107

  8   181 ms   193 ms    40 ms  109.159.250.114

  9   172 ms   203 ms   101 ms  core2-te0-4-0-0.ilford.ukcore.bt.net [109.159.250.3]

 10   326 ms   101 ms   204 ms  peer1-xe3-1-1.telehouse.ukcore.bt.net [109.159.254.217]

 11   167 ms   261 ms   203 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 12   225 ms   204 ms   204 ms  85.205.116.6

 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\Admin>\

I would be grateful if you could let me know if this can be fixed at your end or is there something else I need to try

Thanks

[fosterel]

Don't know if you did something but it seems to be working now, thanks

[fosterel]

Actually I now have another problem. Sure signal works but if I try to call my mobile from my landline in the house (ie to find it) it won't connect (despite having full signal). Goes to voicemail and the sure signal lights start flashing. Any ideas?

[fosterel]

See post below about sure signal not working after change ISP. Will post here also as it is marked as solved.

Sure signal works but if I try to call mobile from home phone (ie to find it) in the house it won't connect, goes to voicemail despite full signal and then the sure signal lights flash and I lose signal for a few minutes.

Any ideas?

My results of speed tests etc are on the previous post.

[Retired-Lee · Accepted solution]

Hi there fosterel,

Thanks for your post.

Could you change the postcode for about 20 minutes and then change it back again? I've seen this issue historically and this simple change has fixed it.

I've also forced a resync for you. Please factory reset the device and let me know how you get on.

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Cheers,

LeeH

[fosterel]

Didn't need to change postcode, the resynch seemed to fix it thanks.

[Retired-Lee]

Hi fosterel,

Brilliant news! Thanks for letting me know

LeeH