Vodafone Sure Signal

[James]

Hi Dan77,

Many thanks for your post here, so we can take a look at the registration for you please can you let me know the Sure Signal serial number.

 Once we have this we will be able to check the registration and then advise you further.

However in the meantime please can you reset the Sure Signal and the router and let us know how you get on.

@ scottwardle1, the IP address that you have provided is on the white list so there isn’t any problem there.

Can you also let me know your Sure Signal serial number so we can take a look at the registration for you.

@ mrmwink, your IP is also on the list, please can you also let me know your serial number so the registration can be checked.

James

[Dan77]

Hi James,

I have sent you a PM with the info requested.

Unfortunately I have tried resetting the router and sure signal many times without success.

Regards,

Dan

[James]

Hi Dann77,

I have taken a look at the details that you sent me via PM and can see that your Sure Signal last connected to the server on 15/02/2012.

Please can you send me the full IP address as listed here and I will check this against the white list for you although there shouldn’t be any issues.

Also are you able to try the Sure Signal with a different router?

Are you able to test a different Vodafone number with the Sure Signal?

James

If you have any comments regarding how I have handled your query today, please complete our short feedback survey.

[Dan77]

Hi James,

PM sent with details.

I don't have a different vodafone number but can try setting up the SureSignal at my parents house. They use a different ISP. Might make a difference, and would suggest it's an ip address problem if it does work. I don't think the router is at fault given that it used to work up until last week and all my other internet enable devices work without a hitch.

Regards,

Dan

[Dan77]

Quick update. I connected the SureSignal at my folks house. It was up and configured in less than 20 minutes.

The router is a Netgear - the same as I use at mine. I didn't change any firewall settings. It just worked. As did mine until last week.

So I'm suspecting a change of Sky's IP ranges which are not on the VF whitelist. I'm pretty sure my IP address used to be 90.x.x.x but is now 176.x.x.x

[James]

Hi Dan77,

Many thanks for sending me your current IP address via PM.

I have taken a look at this for you and can see that the change in IP address has stopped the Sure Signal from working as the new range that you have provided me is not on our White List.

So that I can get this added for you I have sent it over to our support teams, once this has been added I will be back in touch.

James

If you have any comments regarding how I have handled your query today, please complete our short feedback survey.

[ddaft79]

Hi,

I was happily using my SS for over 6 months but it has stopped working and I have noticed my Sky Broadband connection has switched to MER. I seem to have one of the older style but now static ip addresses though rather than the new 2.x. Please could you check the ip address range 90.210.144.xxx against your whitelist?

I have also tried rebooting router, SS, deregister/reregister SS.

Thanks in advance,

Dave

[berryoftheaub]

Hey Tech Team,

Could you please make my SS box work, my IP is: 90.199.24.240 on sky

Thanks

Aubrey

[Dan77]

Looks like my SureSignal is working again now. I left my router unplugged for some time and it looks like I have been given a new ip address in the 2.x.x.x range. I'm still on PPoA rather than MER, and hope that stays the same. No idea why Sky mess with that. It's a shame that the SureSignal call centre support staff seem to be lacking a big chunk of knowledge around these ip address range issues. It was only after continually getting the same advice of "reboot, check firewall ports, speak to your isp because we have no network issues" and coming to a dead end that I finally came onto the forums.

On the plus side, the forum Tech Team have been fantastic.

Thanks.

Dan

[Lee]

Hey guys,

Thanks for your continued posts. I'll answer each of you in turn:

@ ddaft79 - I can confirm the entire range is included in the whitelist. Please could you check the troubleshooting and post in the thread that best matched your symptoms?

@ berryoftheaub - The same for you; your range is in the whitelist. Is the IP you've provided us with the external IP? This is what we need if anybody else is reading this. The internal IP is of no use to us. Once again, please post in the relevant troubleshooting thread, as linked above

@ Dan77 - Great news! Many thanks for confirming. I'm really please your experience with the eForum has been a positive one. I will feed back your comments.

Cheers all,

Lee

[ksamtani]

Dear Vodafone,

I have a blackberry 9900 and sky broadband . My VSS has stopped working since I started using sky as my broadband service provider. What happens is that calls drop immediately when I make them when VSS is on and working i.e. I make a call it connects and then my phone says Call Failed. I believe this is to do with SKY as it seems to prevent outbound calls through VSS. In bound calls work perfectly.

Could you check if my ip range is your whitelist: ip address 94.1.247.199

[ksamtani]

James

I think it may actually be caused by a mis-match between the Sure Signal server and the Mobile Switching Centre which handles my calls. Could you check this for me as my outbound calls keep failing and it says called failed. I have even been supplied with a new VSS which is still having the same problems.

[Lee]

Hey ksamtani,

Please could you have a look at this thread? There's information on how to get in touch so we can look at resolving this at the earliest opportunity.

Cheers,

Lee

[berryoftheaub]

Hey thanks for your reply Lee, Thanks for this link it shows my IP address as: 2.216.158.216 Thanks for your time, hope this one is right 😳 Aubrey

[gregh2605]

Hi,

I have a today installed SS box with my current Sky Broadband and it does not seem to work. My IP address is 2.220.133.196.

Thanks

[James]

Hi Guys,

Thanks for your posts here.

I have checked the IP addresses for you and can confirm that they are both on the list for you.

So we can look at your issue a little further please can you do the following and let me know the results;

-          Do a Ping Test.

-          Do a Speed Test

-          Do a Traceroute (instructions below)

-          Let me know your Sure Signal serial number.

Once we have these details we will be able to help you further.

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.

James

[jjt29]

Hi,

I havent been able to get my SS box to work ever! After my second box I just assumed that being a sky BB customer meant that I just couldnt have SS.

After reading this thread I have hope! What do you need from me to help try and get it online? my IP address?

James 

[James]

Hi jjt29,

You don’t need to worry as the sure signal does work with Sky Broadband.

So we can help you with your query please can you let me know the following;

What light sequence do you see when the Sure signal is plugged in?

What is the Sure Signal serial number?

What is the results of a speed test?

What are the results of a ping test?

What are the results of a traceroute? (details below)

What is your external IP address?

Once we have this information we will be able to assist you further.

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.

James

[jjt29]

Hi James,

thanks for getting back to me:

What light sequence do you see when the Sure signal is plugged in? I have the 2nd model and both lights just flash at me for about 2 mins then just go out- at the back of the box there are two lights on where the network cable go in and the red power light on the front is always on.

What is the Sure Signal serial number? 40113155721

What is the results of a speed test? 4.56 MBs download and 0.625 mbs upload

What are the results of a ping test? 29ms

What are the results of a traceroute? (details below)

What is your external IP address? 2.124.55.152

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\James>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms www.routerlogin.com [192.168.0.1]
2 25 ms 26 ms 26 ms dr1.bllon.isp.sky.com [89.200.128.24]
3 25 ms 26 ms 26 ms vl191.ar8.bllon.isp.sky.com [89.200.133.94]
4 31 ms 31 ms 30 ms LNDGW2.arcor-ip.net [195.66.224.124]
5 44 ms 42 ms 42 ms 85.205.116.6
6 * * * Request timed out.
7 * * * Request timed out.
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.

C:\Users\James>
C:\Users\James>end
'end' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\James>
C:\Users\James>
C:\Users\James>
C:\Users\James>

Hope this helps

regards

James 

[Lee]

Hi jjt29,

Thanks for your reply.

I've just taken a look at the serial number you've supplied and the device hasn't even been registered yet.

Please could you register the device in My Account > My Sure Signal and let me know how you get on?

Everything else looks fine.

Cheers,

Lee