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This issue has the following symptoms:
Please note that whether the power light is flashing or remains steady, this still points to the same issue - the Sure Signal hasn't established a connection to the internet.
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.
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:
If there's an issue with either of these lights, 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 you’ve got an active internet connection.
Make sure you can connect to your broadband connection via another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).
If this is the case, we recommend rebooting the router to see if this then allows you to connect to your broadband connection.
Reboot your router/modem:
If all of the above steps have been followed, please see below for more in-depth diagnostic steps on router configuration. If you need further support with these steps, please contact your ISP.
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.
BT Infinity customers.
If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.
Once this has been selected please restart your router and Sure Signal.
Check your MTU settings.
Log into your router admin page and find the location of the MTU field – this does vary depending on the make and model of your router.
Change the value of the MTU size to 1500, or 1492 if 1500 is not supported.
Log out of the router, this will usually result in a reboot.
Perform a reset of the Sure Signal - for further details on this process, please follow the reset procedure.
The Sure Signal will now try to contact the network and download its profile. This can take up to six hours, depending on the available bandwidth of your broadband connection.