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Jenny
- Power: Flashing
- Internet: Off
- In Service: Solid Orange
- In Use: Off
This light sequence indicates that the Sure Signal isn’t active and has failed to connect with our network.
Troubleshooting steps:
Wait 24 hours.
It can sometimes take up to 24 hours for the Sure Signal to fully register with the server. Before attempting any of the steps below, please wait 24 hours.
Check for planned maintenance.
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.
Check that your Sure Signal has registered successfully.
Before your Sure Signal can connect to our network, you need to register it with us.
You’ll receive a text or email to let you know when the registration is complete and your Sure Signal won’t work until you’ve received this message.
To check your Sure Signal is registered, login to My Account and click on the 'My Sure Signal' tab. Your Sure Signal details should be listed, along with the status 'Registered'.
If you’ve not yet registered your Sure Signal, you can do this directly from the My Sure Signal page in My Account.
If you’re a Business customer, please register at our Business Sure Signal page.
Check the physical connection between your Sure Signal and the router/modem.
In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.
In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.
To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.
There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.
There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.
Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).
We recommend rebooting the router to see if this then allows you to connect to the internet.
Reboot your router/modem.
- Turn off your router or modem at the wall for 10 seconds and then turn it back on
- Wait for the lights on your modem/router to indicate that an internet connection has been established
- Press the reset button on the Sure Signal
Check that your Sure Signal has been assigned an internal IP address by your router.
The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.
For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.
If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.
Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.
Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.
Destination IP Addresses:
- 212.183.133.177
- 212.183.133.178
- 212.183.133.179
- 212.183.133.181
- 212.183.133.182
- 212.183.131.128/26
Ports and Protocols:
- 8 – TCP/UDP (All routers)
- 50 – TCP/UDP (All routers)
- 53 – TCP/UDP (Virgin Super Hubs)
- 67 – UDP (Virgin Super Hubs)
- 68 – UDP (Virgin Super Hubs)
- 123 – UDP (All routers)
- 500 – UDP (All routers)
- 1723 – TCP/UDP (BT Home Hubs)
- 4500 – UDP (All routers)
- 33434 – 33445 – UDP (Virgin Super Hubs)
Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191.
Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).
Check your MTU settings.
Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.
Change the value of the MTU size to 1500.
Log out of the router, this will usually result in a reboot.
Perform a reset of 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
Post your router/ISP details and Sure Signal serial number.
If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.
We find that other users of the same router will usually be able to share tips with you, to get things working.
We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.
Thanks,
Jenny
Hi jcostar,
I can see your Sure Signal last made contact on the network 1 March 2013.
Are you the new owner of the Sure Signal?
Please could you post the following:
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
VSS Traceroute command
On a PC:
Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.
This will help us get the quickest possible resolution for you.
Thanks,
Gemma
Hi jcostar,
We are aware of issues affecting some BT Home Hub 3 users. There are a couple of other things which might be worth checking, though.
The upload speed is right on the minimum for the Sure Signal to work properly. You may need to speak with your service provider to see if you can get an increased speed or if anything is restricting what you're getting.
You mention that everything bar the port forwarding was correct. Are you unable to check this or do you not have the listed ports opened?
Dave
Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
VSS Traceroute command
On a PC:
Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.
This will help us get the quickest possible resolution for you.
I can see that your Sure Signal device has not made connection with our network since it was last reset.
To help your Sure Signal to connect to the network, please turn it off and disconnect it from your router, turn off and restart your router, when your router has reconnected, reconnect and restart the Sure Signal.
If you are still unable to connect to the network please try to connect the Sure Signal using a new Ethernet cable.
If you’re unable to connect with a new cable try to connect the Sure Signal in a different location, if you are able to connect whilst in a different location you will need to reconfigure the port forwarding on your router as advised in our troubleshooting guide.
