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

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etc

[Ben_H · Accepted solution]

Welcome to the eForum mattas,

Many thanks for posting your details ready. I've checked through them and all looks healthy for your traceroute, speed test and IP details.

The unit is connecting to our servers this end but I'm pushing a manual synchronisation out for you to make sure your Sure Signal is up to date.

To complete the process can you:

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

If you're still seeing issues after an hour or so, or you test another Ethernet cable so we can rule out faulty equipment? 

Cheers, Ben

[mattas]

Hey Ben - thanks very much for the reply, I'll try all that out and update again afterwards. Appreciate the help 🙂

[mattas]

Thanks Ben, after I reset my Sure Signal and changed the ethernet cable it has come back online and the connection seems to be stable now. Great work - thank-you. 

[Parkesie56]

I have the same issue . But my unit and I tried several power sockets shows no lights at all. I have pushed and held the rest also

Its a a 9361 Home Cell

My phone number is [REMOVED BY MODERATOR]

[Moderator Note: Removed personal details, please refer to our Community Guidelines]

[Rahim]

@Parkesie56 Can you please let us know which version Sure Signal you have, along with your serial number? 

[8970]

I have a Version 1 Suresignal. It is not working. I attempted to reset by holding down the reset button but get no flashing lights, just four solid lights for up to three minutes after which I give up.

Lights 1,2 and 4 are on. Using my phone does NOT light up light 3.

Help?

[Retired-Andy]

Hi 8970, 

Can you provide your Sure Signal serial number please?

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

Thanks

Andy

[8970]

hi

21197023308

[Retired-Andy]

Hi 8970,

I’ve just checked your serial number and can see a location change has been detected.

I’ve updated the system to remove this message for you.

So that the Sure Signal can pick up the changes, can you do a factory reset for me:-

• 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.

Let me know how you go on.

Cheers,

Andy