Just got BT infinity on BT Home Hub 5 and suresignal worked and stopped working ..HELP

[chuckypowers]

Hi ..

Sure Signal was working absolutely fine .... Have just upgraded to BT infinity on BT HomeHub 5 and now Sure Signal isnt working.. Was working fine on Wednesday and Thursday .. but hasnt worked all day..

Can you let me know if I have to do anything to get it back working .. can you do a reset ?

Serial # is 40124105673

thanks

Charlie

[chuckypowers]

Your speed test results from here.    74.28mps dowload and 17.05 upload
Your ping test results from here.       Line Quality A  13ms
Your external IP address from here.   109.148.183.13

Your Sure Signal serial number:  40124105673

The results of a traceroute.

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\IBM_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     *      968 ms     4 ms  BThomehub.home [192.168.1.254]
  2    12 ms     9 ms     9 ms  172.16.14.136
  3     *        *        *     Request timed out.
  4    12 ms    10 ms    11 ms  217.41.216.29
  5    12 ms    12 ms    11 ms  213.120.176.34
  6    12 ms    12 ms    11 ms  217.41.168.197
  7    97 ms    12 ms    12 ms  217.41.168.109
  8    13 ms    12 ms    12 ms  109.159.249.192
  9    20 ms    13 ms    16 ms  core1-te0-7-0-16.faraday.ukcore.bt.net [109.159.
249.137]
 10    12 ms    12 ms    13 ms  peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.2
54.181]
 11    14 ms    16 ms    13 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    14 ms    13 ms    13 ms  85.205.116.14
 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     *

[Gemma]

Hi chuckypowers,

Your Sure Signal hasn’t connected to the network since 9 January.

I’ve done a resync for you, so you’ll need to reset it at your end: 

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

You may also need to reboot the router in case anything is trapped there.

If you still experience issues, please follow the troubleshooting guide here:

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Version-3-Sure-Signal-Troubleshooting/td-p/13933....

Please let us know how you get on. 

Thanks,

Gemma

Thanks, 

Gemma