VSS 3 Not working

[slaterd]

The issue you’re experiencing: Sure signal box not working and hasn't done from activation 

What light sequence you're seeing: flashing red power light, steady orange internet light

Your speed test results from here.  down: 32.87, up: 9.43

Your external IP address from here. 109.149.173.204

Your Sure Signal serial number: 43152178273

The results of a traceroute.

1 3 ms 3 ms 3 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 13 ms 13 ms 13 ms 31.55.187.184
5 16 ms 14 ms 12 ms core1-hu0-9-0-0.southbank.ukcore.bt.net [195.99.
127.164]
6 13 ms 13 ms 17 ms peer1-et-10-1-0.telehouse.ukcore.bt.net [195.99.
127.3]
7 17 ms 13 ms 18 ms lndgw2.arcor-ip.net [195.66.224.124]
8 17 ms 13 ms 13 ms 85.205.0.93
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.

[ChazzD]

@slaterd

Welcome to the eForum.

Please try unplugging the Sure Signal and turn off Smart Setup in your BT router settings.

If Smart Setup is enabled on a BT Home Hub, this will prevent it from connecting. 

If you're unsure how to change the settings, please contact BT who will be able to talk you through this. 

[slaterd]

Hi, 

Thanks for the response. Unfortunatly Smart Setup is already disabled on the home hub so this doesn't solve the issue.

Any other tips?

Cheers

[Mark]

@slaterd

The light sequence you’re seeing indicates the Sure Signal is struggling to connect with your broadband service.

This may be a faulty Ethernet cable causing a break in the connection. Connect the Sure Signal using a different Ethernet cable.

If the cable isn’t faulty we’ll need to refresh the connection between your Router and your Sure Signal. Power it down and remove from your router, power down your router and leave this switched off for 10 minutes. Restart your router, once it’s reconnected to the internet reconnect and restart your Sure Signal.

If you’re still unable to connect when you’ve done this we’ll need to go through some further diagnostics with you. So we can, please call our tech team on 191 or 03333 040191 from any UK phone.