Sure Signal

[saultot]

We have recently had BT infinity installed and surprize surprize the sure signal no longer works. I have tried everything i have been told and read and still no joy.

We recenlty bought the newest version to see if that was the problem however didnt make any difference.

Any advice would be much appreciated

Sales Order number 4200270531

Serial 43152143483

[Mark]

@saultot

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[saultot]

Internet Speeds

down 17.38
upload 1.10

Ping test
ping 36ms
3ms jitter

external ip
81.134.40.124
::ffff:5186:287c

Serial number
43152143483
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Admin> tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 142 ms 102 ms * BTBusinessHub.home [192.168.0.1]
2 21 ms 21 ms 21 ms host81-148-32-1.in-addr.btopenworld.com [81.148.
32.1]
3 40 ms 22 ms 21 ms 213.120.178.141
4 22 ms 22 ms 26 ms 213.120.177.98
5 402 ms 409 ms 101 ms 217.41.168.169
6 23 ms 22 ms 22 ms 217.41.168.107
7 * 24 ms 22 ms 109.159.249.72
8 23 ms 22 ms 23 ms core4-te0-0-0-19.faraday.ukcore.bt.net [109.159.
249.47]
9 22 ms 22 ms 24 ms peer1-xe1-0-0.faraday.ukcore.bt.net [213.121.193
.165]
10 65 ms 27 ms 31 ms lndgw2.arcor-ip.net [195.66.224.124]
11 124 ms 99 ms 101 ms 85.205.0.86
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.

C:\Users\Admin>

[Retired-Wayne]

@saultot

What light sequence are you seeing?

[saultot]

Two icons to the right side of the sure signal are orange and the power light flashes.

[Jenny]

@saultot - Everything you’ve posted looks fine, however your Sure Signal hasn’t connected to our servers.

Please take a look at 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 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.

[saultot]

I've tried different Ethernet cables I've tried two different sure signals. It use to work fine before getting Bt infinity. I have another property next door with Bt infinity and that one works fine.