My suresignal has stopped working

[steves121]

My suresignal has stopped working - green power light and green plus flashing orange light for Ethernet all work but nothing else. I have read other threads and have tried factory reset to no avail. My suresignal has worked fine upto now,could this be down to a update? It is less than a year old so can I return it to the vodaphone shop. Help please!

[steves121]

i am just adding the following info to save time.

ISP- BT

Router- BT Home hub

sure sig s/n - 21230206498

[Retired-Wayne]

Hi steves121 and welcome to the eForum

Thanks for your post here. I'm sorry to hear that you are having problems with this. I appreciate how frustrating this must be for you.

I've fed back your details to our engineers who are investigating this at the moment.

We'll get this sorted for you as soon as possible and you’ll be back up and running

Thanks

Wayne

eForum Team

[steves121]

Thanks but still not working.

[steves121]

is there any news as my sure signal is still not working i have rebooted etc and have left 3 days with 1 steady light and one flashing but still no signal

[steves121 · Accepted solution]

switched on this afternoon and now working thankyou!

[BrunaB]

Just had exactly the same problem as everyone else; sure signal was working fine until a recent power cut, now it's kaput. Tried the same as everyone else; reset, power off and on, router off/back on, etc. still no joy. Only light on the box is a red power light.

I've got a BT home hub 3, SS ser. no. 40114269471

Any help gratefully received!

[Retired-Matt_Vo]

Hi

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Matt

Moderator
eForum Team

[GrahamCresswell]

My SureSignal has stopped working after several years with only occasional drop-outs.  I have one steady light (the power light)  on the front of the device,  a steady green and flashing amber on the rear of the device. 

I have completed all the procedures listed under "Flashing/steady power light, no other lights lit" as edited on 06-05-2013 01:06 PM by Tech Team Jenny (including re-booting the router) except that...

1. I am not a BT infinity customer so I have ignored that section
2. BT Home Hub 3 does not offer adjustments to MTU

I have also changed the Ethernet cable. 

I note that, at the end of the full reset procedure the 4 front lights flash in sequence rather than simultaneously.  I assume that is what is expected. 

My router sees the SureSignal using DHCP.  The result of a tracert test is as follows

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

over a maximum of 30 hops:

  1     5 ms     3 ms     3 ms  BThomehub.home [192.168.1.254]

  2    27 ms    29 ms    27 ms  213.123.109.122

  3    32 ms    36 ms    26 ms  217.32.99.161

  4    33 ms    33 ms    34 ms  213.1.69.126

  5    35 ms    34 ms    35 ms  217.41.169.103

  6    34 ms    32 ms    36 ms  217.41.169.15

  7    34 ms    33 ms    34 ms  217.41.169.109

  8    33 ms    35 ms    33 ms  acc2-xe-4-2-0.sf.21cn-ipp.bt.net [109.159.251.229]

  9    48 ms    45 ms    39 ms  core1-te-0-4-0-16.ilford.ukcore.bt.net [109.159.251.51]

 10    42 ms    39 ms    41 ms  peer1-xe4-1-0.telehouse.ukcore.bt.net [213.121.193.152]

 11    41 ms    44 ms    42 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    42 ms    44 ms    42 ms  85.205.116.10

 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.

My router is a BT HomeHub 3.0 settings Type A serial number 058720-NQ30723253

My SureSignal is version 1, BSF Femto serial number 21196982595 and appears to be model number F362/09 and manufactured in France by Sagem. 

What should I now do?  

[Retired-Kay]

Hi GrahamCresswell, 

We're aware of a compatibility issue between the Home Hub 3 and Sure Signal. More details on this can be found here. 

I've done a resync for you, please do a reset to complete the process;

1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4

2 - Remove the power cable then the LAN cable

3 - Insert ONLY the power cable

4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 minutes should do it).

5 - Insert the LAN cable and wait

If this doesn't help please try the Sure Signal at an alternative location (friend/family members) so that we can rule out a fault with the device itself. 

Let us know how you get on, 

Kay