Sure Signal 3 and BT Home Hub 5

[itech]

Can someone please help me get my sure signal 3 working with my BT home hub 5?

Internet lights and signal lights are white and solid and power light is solid which indicates everything is fine. The problem is my regsitered devices will not get a signal. I'm wondering if this is something to do with the postcode registered on the device, I live in a newly built property and Vodafone didn't recognise my postcode so I had to use the nearest one that it recognised.

Please can someone assist? Vodafone have already made me reset the device but this has not helped. 

[Retired-Andy]

Hi hinch,

Your serial number is showing as invalid on our systems, can you confirm it’s correct please?

Your upload and download speeds are fine, as is your traceroute.

Can you also provide the following:

• Your ping test results from here.
• Your external IP address from here.

Try a factory reset to see if this helps:

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• Re-insert the Ethernet cable.
• The Sure Signal will come online in around one hour

Thanks,

Andy

[hinch]

Hi,

Serial number should read - 40112215633 taken from the Vodafone website - i must have added an extra 0!!

 I have tried the factory reset to no avail and did the ping test yesterday evening which returned a grade A result, I can post results later to verify this.

I shall try the other items when i return home.

Thanks.

[hinch]

Hi Andy,

I have tried the factory reset and still have the same issues.

Also attached the Ping Test and IP address as requested.

Thanks

Hinch

[Jenny]

Hi Hinch,

I’ve checked your serial number and everything’s looking up to date and your IP address is fine.

I’ve performed a resync for you today so please follow the steps below to make sure everything’s up to date:

-Hold down the reset button until all the lights show/flash (about 30 seconds)

-Keeping the reset button held down, remove both the Ethernet cable and power lead

-Re-insert the power lead

-Once all the lights display, release the reset button

-Re-insert the Ethernet cable

-The Sure Signal will come online in around one hour

If you’re still having problems, please let us know if any other phones can use the Sure Signal to make a call and what light sequence they see when they try.

Thanks,

Jenny

[hinch]

Hi,

Performed a reset and have the same problem.

I can access the Internet through the Sure Signal - used a Nokia phone with Wifi turned off, the Sure Signal box has Three lights lit when i am using data, at other times it has the power light and network lights on.

I can receive calls though the Sure Signal box and have all three light lit when receiving a call.

When trying to make a call on 3 different devices, a Nokia 625, iPhone 4s & Samsung S3 the call is dropped. The thrid light illuminates for a second then goes out when the call is dropped.

It has been like this for at least 11 days.

Can you confirm if changing the service area code would make a difference as mentioned on other threads? We have tried to change the post code from this end.

Thanks.

[hinch]

Hi,

Could someone give me an update on this?

It is now 2 weeks without the service.

Thanks.

Hinch

[Retired-Kay]

Hi hinch, 

Please accept our apologies for the delay. 

It sounds like it could be a SAC issue. 

Take a look here for how to get in touch and we'll contact you ASAP. 

Thanks, 

Kay