SureSignal not working

[mattas]

Hello -

Please can you help ?

My SureSignal v2 has not been working for awhile, there is only a steady power light on it. It did used to work ok, not sure exactly when it stopped working (maybe months ago). I've tried rebooting/resetting the unit but it doesn't fix the problem - it cycles through flashing both white LED then just the left one, then it goes back to a steady power light only before repeating the cycle.

I've got a BT HomeHub 3 (BT Infinity)

S/N of my Sure Signal is 41113720712

I've followed all the troubleshooting steps from the "Steady power light only" post but nothing helped.

Download Speed : 45.53 Mbps

Upload Speed :  9.69 Mbps

IP Address : 31.52.209.181

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  6.465 ms  1.875 ms  4.007 ms

 2  172.16.10.4 (172.16.10.4)  16.868 ms  18.419 ms  14.574 ms

 3  * * *

 4  217.41.216.13 (217.41.216.13)  21.436 ms  24.196 ms  19.785 ms

 5  213.120.176.10 (213.120.176.10)  21.256 ms  18.938 ms  17.724 ms

 6  217.41.168.183 (217.41.168.183)  17.506 ms  19.619 ms  20.194 ms

 7  217.41.168.107 (217.41.168.107)  18.095 ms  19.166 ms  20.993 ms

 8  acc1-10gige-0-0-0-6.l-far.21cn-ipp.bt.net (109.159.249.90)  17.918 ms

    acc1-10gige-0-0-0-5.l-far.21cn-ipp.bt.net (109.159.249.78)  19.539 ms

    109.159.249.114 (109.159.249.114)  19.634 ms

 9  core1-te0-7-0-7.faraday.ukcore.bt.net (109.159.249.23)  22.738 ms

    core2-te-0-15-0-15.faraday.ukcore.bt.net (109.159.249.21)  22.154 ms

    core1-te0-7-0-6.faraday.ukcore.bt.net (109.159.249.19)  21.984 ms

10  peer1-xe8-0-1.telehouse.ukcore.bt.net (109.159.254.175)  22.562 ms  18.373 ms  18.965 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  21.099 ms  19.624 ms  24.704 ms

12  85.205.116.2 (85.205.116.2)  19.454 ms  19.699 ms  20.920 ms

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

etc

[Retired-Matt_B]

Hi agt1, jrrl150273 and KristineHewlett,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below 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,

Matt B

[agt1]

I cantseem to copy it but it says "is not recognised as an internal or external command, operable program or batch

[Ben_H]

Hi agt1,

Which operating system is your computer or laptop on? I'll see if there's an alternative command available.

Cheers,

Ben

[jrrl150273]

Hi Matt B,

Still having the same problem as to my post in July so finally got around to running these tests and the results are as below:

Serial Number: 21221063791

Speed Test - Ping:45ms Download Speed: 5.35mbps Upload Speed: 0.38mbps

Ping Test - Line Quality: B* Ping: 49ms Jitter: 12ms

Your IP Address is Your IPV6 Address is Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.  

C:\Users\A>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     3 ms    11 ms     7 ms  SkyRouter.Home [192.168.0.1]
  2    33 ms    32 ms    32 ms  027fef7a.bb.sky.com [2.127.239.122]
  3    42 ms    33 ms    32 ms  5adfcf62.bb.sky.com [90.223.207.98]
  4    49 ms    68 ms    41 ms  5adfcf07.bb.sky.com [90.223.207.7]
  5   103 ms    33 ms    34 ms  5adfcf06.bb.sky.com [90.223.207.6]
  6    41 ms    45 ms    42 ms  lndgw2.arcor-ip.net [195.66.224.124]
  7    42 ms    41 ms    42 ms  85.205.0.93
  8     *        *        *     Request timed out.
  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.
 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.

 Any help would be appreciated.

Thanks

Jason

[jrrl150273]

External IP on the above post results should have read as 90.203.85.56.

[Retired-Matt_B]

Hi @jrrl150273,

Your Sure Signal's firmware is outdated. As such, I've requested for it to be updated to the latest version.

Please reset your Sure Signal in 24 hours time to complete this process. Ensure you leave it switched on and do not reset it before this time.

You can reset it by following the instructions below:

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Thanks,

Matt B

[Johanadamson]

my sure signal lights are all out. can i get it fixed?  this is the second one I have had. may have been lightening but didnt think so this time. last time bt hub also taken out with lightening. bt replaced foc, bought new sure signal and gave shop one not working, but surely it can be recycled?

[Retired-Matt_B]

Hi @Johanadamson,

If you're using a Sure Signal version 1 or 2, please try using an alternative 12v 1.5amp power adapter.

If it's a Sure Signal 3 that you've got, you can arrange a repair if it's less than 2 years old.

Thanks,

Matt B

[KristineHewlett]

Please help! 

We have got a sure signal (version 2) and we have not been able to get it to work since we got it. 

The red light is on but that is the only light. All 3 handsets are 3g and compatible with the sure signal. I have done the set up and it has sent the texts saying it is ready to use! But still nothing  

Please tell me what infomation you would like and I will retrieve it for you 

Really hoping this is fixable 

Kristine 

[KristineHewlett]

Have just seen you will require serial number, 40110538036

I have also done the 30 second reset