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Hi DarrenBarrick,
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.
Thanks
LeeH
Hi Darren,
Thanks for getting back to us with that information. From the report you've submitted, the packets seem to be transferring OK and looking at your serial number and IP details, everything seems to be in order with the registration. I'm going to manually force out a re-sync for you now. If you could do a factory reset to complete the process that would be great. If it's still not working after we've done this, is there any way you can test the Sure Signal on a different internet connection at all?
Cheers, Ben
Hi DarrenBarrick,
Let us know how the reset goes.
I have taken another look and can see that there was a location change registered since the last connection - possibly when you were switching between connections. If the reset doesn't help, can you try switching the postcode to an alternate one via the "My Sure Signal" section on My Account for me, waiting for about an hour and then switching back to the correct one, just to refresh all location information in case something is conflicting behind the scenes? You may need to try another factory reset again to ensure this picks up.
Finally for now, can you confirm that you have the following ports open for forwarding for me?
- 8
- 50
- 123
- 500
- 4500
- 1723 (Proven useful on BT Home Hubs, so may help here as well)
Dave
The device has a static Ip - there is no firewall. All those ports are directly accessible.
I do find it strange that you would ever request any of these ports be forwarded for inbound traffic to the device (Especially port 123 typically used for NTP services) but that's perhaps just me 
Hi DarrenBarrick
Thanks for getting back to us. Port 123 is for NTP synchronisation with our servers. The Sure Signal pulse emits signal and this needs to be synchronised against our servers to maintain security.
Do you have any way of changing your MTU to 1500?
Thanks
Wayne
