27-01-2012 02:13 PM
Thanks for the quick response . Good news it that is did work for a bit (even got the text from Vodafone saying my box has moved), bad news it that it has since stopped working!
(1) VSS box was connected directly to my router, after opening the ports it started working (proper lights sequence, flashing phone light when making a call).
(2) I then moved the VSS box to another room, connected to a Powerline plug (I run the network round my house on the power circuit using these), reset. VSS stopped working - back to power light and flashing system light.
(3) Moved VSS box back to direct connection with router, reset, VSS still not working.
I think this suggests the problem is not the Powerline network (other threads also suggest it should be OK), but that I moved the box.
Have now returned box to where I want it (2) - could you please try a resynch at your end, and I'll do a reset, and see what we get?
If that doesn't work, I'll have to try moving the router and reconfiguring my network.
28-01-2012 05:57 PM
Hi, I have just transferred to Sky BB and my VSS is not working. Just read this forum and my IP address is 220.127.116.11
Could you please do what you need to do so that my VSS pings into life too!
Could you please confirm when you have done this so that I can check that it is working.
30-01-2012 10:54 AM
I’m pleased to see that your Sure Signal is now working, let us know if you have any further issues.
@ ashbyph, I have re-synced your Sure Signal for you this morning, please can you test this and try a reset if required.
Give this a go and let me know how you get on.
If you have any comments regarding my service today, please complete our survey.
02-02-2012 01:36 PM
I transferred to Sky and few weeks back and have been having intermittent issues with my VSS ever since...
My IP is 18.104.22.168. Please add it to the accepted list asap.
Can I also note that I've spoke to your tech support on two separate occasions. The first advisor sent me a routine email suggesting opening ports, checking internet speed, reviewing hops etc. She also suggested speaking with Sky again as the issue was at their end... That was a complete waste of my time. So after spending more time speaking to Sky then having to research the problem I came across this post. I called your tech support team again and explained what customers were doing through this post. The advisor again knew nothing and had to go to your second tier and pass on what I had said. He eventually came back to say this was a 'minor issue' and therefore the reason they hadn’t been told about it. I tried to explain there's 17 pages on this thread alone dating back to May last year. There's probably a handful more posts like it on the Vodafone site as well - I know there are on Sky's forum...
My point is, would a simple email to your first tier phone support be that hard put in place? It would have saved me a good few hours and stopped me calling a second time if they knew what the issue was...
Look forward to a working VSS.
03-02-2012 12:53 PM
All of our technical teams should be aware of the issues that we have had with SKY using MER however this is no longer an issue and hasn’t been for some time now.
I have checked your IP address and can confirm hat it is already on the White list however, so we can help you further with your query, please can you let me know the following;
What is your Sure Signal serial number?
What light sequence do you see on the Sure Signal?
04-02-2012 05:20 PM
I've rebooted both phones and they have full signal at the moment. I'll keep an eye on them to make sure that doesn't drop as it has done over the past few weeks.
Any further problems and I'll update the thread.
05-02-2012 04:58 PM
My mobile has lost signal again after leaving for 30mins then returning to my property. My partners mobile still has full signal - she hasnt left the property.
Hope this narrows down the potential issue with VSS?
07-02-2012 07:17 PM
This is strange that it is happening when you have been away from your Sure Signal.
Can I ask what phone you are having issues with and does this happen with all numbers attached to the Sure Signal or just your phone?
@ ashbyph, I have updated the location on the Sure Signal to stop these alerts from being sent and also re-synced the Sure Signal again for you, please can you let me know if you see any difference in the Sure Signal.
10-02-2012 03:51 PM
Ashbyph - Looking at our system, there are more location alerts since your last post as well as a flag to resync again since the last one was completed. This can sometimes be down to an ISP sending updates to the router which affect the VSS connection.
I've done another resync as prompted, so can you do the same reset as before for me. Following that, can you please reboot the router as well for me to refresh any connection issues from that end?
If the problem persists, can you please try the router on a completely different internet connection, such as a friends or neighbours, so that you can rule out any issues with the hardware for me?
chrisgamer - The Sky/MER issue has been resolved for some time, so this would appear to be something different. We're also in regular contact with Sky over any new IP groups which they may be utilising, so we are working with them to ensure that the Sure Signal works on their connections and they have not alerted us to any issues.
Looking at our system, your Sure Signal has connected as recently as late last month, so the connection is being allowed at times, which confirms that any blockage is not a fundamental incompatibility of the services. This also indicates that we should be able to get this working on a more permanent basis for you.
I have resynced the box, so can you also follow Lee's instructions above for a Sure Signal reset. Once done, can you also reboot the router for me to ensure the connection is fuully refreshed.
If this is still not connecting, can you confirm for me the exact light sequence you're seeing now?
20-02-2012 08:12 AM
OK - have now given up on ever getting this box working - however, have got a replacement new one (type 2) through my company, and that seems to be working fine.
Last remaining question - how do I de-register my old box before returning it? It seems that I'm not set as the owner, so I don't see the Manage Your SureSignal option.
Please advise (or just de-register me!)
21-02-2012 05:48 PM
I can see that the Sure Signal was pre registered for you when it was set up and as such it had no administrator.
Due to this you would not be able to deregister the unit your self and I have done this for you now.
If you have any comments regarding how I have handled your query today, please complete our short feedback survey.
22-02-2012 09:14 AM
I am also having issues with my SureSignal connecting to Vodafone. It suddenly stopped working on Saturday. Coincidentally this is also when I switched to a new sim card (switched to microsim, number is the same). But I didn't change any of my router config. I am on Sky Broadband and it has been working fine for the last 6 months+.
Previously I did not explicitly open any ports and it was working. But even now I have opened the relevant ports, still nothing other than a solid red light (SS2)
Not sure if there is some network blockage going on somewhere. Could tech support check that the ip range for 176.27.*.* is on the whitelist? For security reasons I don't want to publish my specific ip address in a public forum. Happy to IM anyone from VF who requests it.
Open to any other suggestions. It's very frustrating.
22-02-2012 02:13 PM
I'm having some trouble with my SS and sky broadband, basically, the power light comes on, the system and phone light flash for 2 mins and then the system light just flashes constantly.
my ip address is
22.214.171.124 and gateway ip address is 126.96.36.199
I notice that IP's need to be added, is mine one of these?
PLEAS CAN SOMEONE HELP