Please re sync my SS box

[windy-ward]

Please send a manual re sync to my SS box serial number 21230681096. I'm going to give it one more chance.

Thanks

Alan

[Retired-Andy]

Hi Alan,

I’ve resynced your Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

[windy-ward]

Just done the reset, fingers crossed.

Alan

[windy-ward]

Unfortunately the re-sync and three factory resets haven't solved the problem, it just sits there with the power light on.

Alan

[Jenny]

Hi windy-ward, 

Please try the following:

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.

BT Infinity Customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

Once this has been selected please restart your router and Sure Signal.

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:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.

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.

Let us know how you get on. 

Thanks, 

Jenny

[windy-ward]

I was optimistic that things were going to work last night, at one point I had a solid power and internet light and a flashing tick light. This morning back to it's usual status, just the power light and no service on my phones.

I have a BT home Hub 4 these ports are forwarded to the SS box

TCP    8    8   
TCP    50    50   
TCP    500    500   
TCP    123    123   
TCP    4500    4500   
TCP    1723    1723   
UDP    8    8   
UDP    50    50   
UDP    500    500   
UDP    123    123   
UDP    4500    4500   
UDP    1723    1723

my SS box serial number 21230681096 my ISP is BT.

I think I read a post acknowledging problems between a SS box and BT HH 4 is that the case?

Alan

[Retired-Lee]

Hi there windy-ward,

I believe this post refers to the HomeHub 3.

Would it be possible for you to try a different router?

Cheers,

LeeH

[windy-ward]

I cannot try a different router, all my posts have refered to a HH 4.

Alan

[Retired-Kay]

Hi windy-ward, 

Can you try your Sure Signal at a different location instead such as a friend or family members? 

simpso07, I've done a resync for you. Please do a reset to complete the process;

-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

Kay

[windy-ward]

I'm afraid that is not possible.

Can you explain why so many people are having problems with sure signal boxes? They do seem to be rather troublesome. I've had no service from mine since August!

Every time we have a power cut the thing stops working, why is that when all my other network devices pick themselves back up and carry on when the power is restored.

Could you send me a new one to see if that works any better?

Alan