Sure Signal not working

[dws199]

The issue you’re experiencing:

The sure signal has stopped working, I have tried restarting it but I still have no signal on my phone

What light sequence you're seeing:

Power on and first to lights on solid

Your speed test results from here.

37 Mbps download 14 Mbps upload

Your external IP address from here.

86.128.218.119

Your Sure Signal serial number:

43161677885

The results of a traceroute.

VSS Traceroute command

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 5 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 13 ms 31.55.187.193
4 12 ms 9 ms 8 ms 31.55.187.208
5 51 ms 52 ms 49 ms 195.99.127.44
6 10 ms 10 ms 10 ms host213-121-193-203.ukcore.bt.net [213.121.193.203]
7 10 ms 10 ms 11 ms t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]
8 51 ms 51 ms 52 ms 166-49-211-254.eu.bt.net [166.49.211.254]
9 * * * Request timed out.
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.

[Mark]

@dws199

I'm sorry for our delay in replying to your message.

I can see your Sure Signal has connected with our Network today. Can you please advise if your issue has now been resolved.

Thanks,

Mark

[dws199]

Hi

It worked for a bit but has stopped again now, this is so frustrating as this issue occurs so frequently

Please can you help resolve promptly.

Thanks

David

[Mark · Accepted solution]

@dws199

I've requested your Sure Signal box to be resynced with our network, this can take upto 6 hours to complete. Once completed, please restart your handset in range of your Sure Signal and your issue will be resolved.

Thanks,

Mark

[PhilAtkinson]

Why, there is no power at all for the box so re-syncing it is a waste of time.

Please read what I have said above !!

[tjtops]

Ha. You'll be lucky (if they actually do re-synch)... I'm still waiting for a re-sync that was promised at 12 30..... it's not 2 15......

[Gemma]

@tjtops - For further help with your Sure Signal, please follow the steps from the link @Tash has posted here.

[tjtops]

As usual, it's proved to be faulty and I now have a new one... let's see how long it lasts!

In the meantime, when will the 'tech teams' stop making customers jump through unnecessary hoops and actually LISTEN to what we say? It would save endless  wasted hours.........

---

@Gemma wrote:

@tjtops - For further help with your Sure Signal, please follow the steps from the link @Tash has posted here.

---

[dws199]

I've restarted my phone and the device and still no signal, please help resolve asap, getting fed up with the poor reliability of this device

[Tash]

Hi @dws199 I can see that the device made contact with our network on 25 December. Please can you let us know if you're continuing to have issues and if the light sequence has changed at all?