Lights: power - solid, internet - solid orange, service - solid white, use - flashing/solid)

[Retired-Lee]

This issue has the following symptoms:

• Power: Solid
• Internet: Solid Orange
• In Service: Solid White
• In Use: Flashing/Solid White

This light sequence indicates the Sure Signal is active but poor audio quality is received. This can be caused by poor upload and download speeds.

Troubleshooting

Please contact your Internet Service Provider (ISP) to ask if they can do anything to increase your speeds. It would be beneficial for you to take a few examples throughout the day to obtain an average speed to present to your ISP. You can obtain your speeds from the link below.

Speed test results can be obtained from here.

The results of a traceroute will also help.

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

Once you've spoken with your ISP and your speeds have sufficiently improved, if you're still seeing these symptoms, please post the information requested below:

• Your speed test results from here
• Your ping test results from here
• Your external IP address from here
• Your Sure Signal serial number
• The results of the traceroute (See above for instructions)

Thanks,

Jenny

[DaveCD]

@Andyrhys,

Everything appears fine and the light sequence you're describing is that of the Sure Signal initialising.

This may happen after an update or if any changes have been made.

If this is still ongoing, please check the following ports on your router: 

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• 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.

DaveCD

[dws199]

Hi 

I get one red light and then the first two lights are solid white

My tracert results are

C:\Users\Strudwick>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 2 ms 2 ms 1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * 8 ms 8 ms 31.55.187.197
4 9 ms 8 ms 10 ms 31.55.187.236
5 8 ms 9 ms 8 ms core2-hu0-8-0-1.southbank.ukcore.bt.net [195.99.127.184]
6 9 ms 9 ms 8 ms peer6-hu0-11-0-1.telehouse.ukcore.bt.net [195.99.127.13]
7 10 ms 8 ms 8 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]
8 8 ms 8 ms 8 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.

Serial number: 40134906318

My IP address is: 86.128.218.61

Speed test: 44Mpbs down, 21Mbps up

Thanks

[Retired-Beau]

@dws199

Looking at the results you've posted everything looks fine.

Please check there's no damage to the ethernet cable connecting the device to your router. 

If the cable isn’t faulty we’ll need to refresh the connection between your router and your Sure Signal.

Power it down and remove from your router, power down your router and leave this switched off for 10 minutes.

Restart your router, once it’s reconnected to the internet reconnect and restart your Sure Signal.

If this doesn’t resolve your issue try connecting the Sure Signal in a different location.

Once you’ve gained a connection try it at home again.

If you’re still unable to connect when you’ve done this please contact our Technical Live Chat team and we’ll look further into this for you.