SS3 and BT HH5 problems

[eunanl]

I've been having a problem with my sure signal on BT this last week.

Lights are 

Power: Flashing

Internet: Off

In Service: Solid Orange

In Use: Solid Orange

Data is:

Speedtest

D/L 10.99Mbps U/L 1.2Mbps Ping 36ms

Ping Test

Ping 29ms Jitter 7ms

External IP

86.156.112.62

Serial No

42144601996

Tracing route to 212.183.133.177 over a maximum of 30 hops

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

  2     *        *        *     Request timed out.

  3     *        *       22 ms  31.55.185.177

  4    22 ms    24 ms    23 ms  31.55.185.184

  5    22 ms    24 ms    24 ms  195.99.127.136

  6    22 ms    21 ms    22 ms  195.99.127.8

  7    23 ms    26 ms    23 ms  195.99.127.19

  8    25 ms    25 ms    26 ms  lndgw2.arcor-ip.net [195.66.224.124]

  9    27 ms    24 ms    24 ms  85.205.0.86

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.

Trace complete.

Any help appreciated. 

[Mark]

@eunanl

The light sequence you are seeing indicates the Sure Signal has lost connection to your broadband service.

This may be a faulty Ethernet cable causing a break in the connection. Connect the Sure Signal using a different ethernet cable.

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 do ne this please contact us and we’ll look further into this for you.