SS3 and HH5 not working

[gillyren]

Just got a BT HH5 and our SS3 wont connect to it.  Have tried resetting but hasn't worked.

[DaveCD]

@paulpjjones 

The BT Home Hub 5 has a setting called Smart Setup, please ensure that this is disabled.

A solid red light indicates there's no internet connection so please try a different Ethernet cable in case the current one has developed a fault.

DaveCD

[paulpjjones]

Hi Dave,

I've switched off the smart setup and I got a flashing white light next to the rd power light, this lasted for about 3 days but now I'm back to a solid red light. I've tried changing the ethernet cable with a new one but still the same.

Paul. 

[Retired-Rodney]

Hi @paulpjjones,

To ensure this isn't a problem with your Sure Signal, please try your device in different location and let us know the outcome.

Thanks,

Rodney  

[paulpjjones]

Hi Rodney
I've got the sure signal plugged in next to my hub,I've only got one master phone socket and no extensions.
Thanks paul

[Retired-Matt_B]

Hi @paulpjjones 

Now you've switched off Smart Setup, please reset your Sure Signal following the instructions below:

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Thanks,

Matt

[paulpjjones]

Hi Matt,

I've just tried to reset my ss3 by holding in the button next to the ethernet ports and nothing happens.

The red power light stays on and I don't get any flashing lights, I've tried this several times.

Thanks Paul

[paulpjjones]

Hi matt,

just to give you a bit more info the red power light stays on all the time when I'm trying to do a reset, the only way I can get the power light to go off is by powering down the ss3. Does this mean it's faulty?

Thanks Paul. 

[Jenny]

Hi @paulpjjones

That’s strange - try holding the button down for longer than 30 seconds. Does it reset?

I recommend trying a different Ethernet cable and if it’s still not working, test the Sure Signal in another location (at a friend or family members home).

Thanks,

Jenny