Vodafone Sure Signal

[richardjones]

Hi

we have many sure signals in our business and are struggeling with a sky mer connection,

can you please add

ip: 90.206.163.229

many thanks

Rich

[rikki23]

Thanks Wayne!

Rikki

[Lee]

Hey richardjones,

Thanks for your post.

The IP address is on our whitelist so this isn't the issue.

Could you try the steps in the troubleshooting thread that best matches your symptoms?

Cheers,

Lee

[rustyknutts]

Hi I've just moved house and also moved broadband suppliers to sky bb I have mer type connection not pppoe or a I have been on phone with customer services today changed and opened all the right ports as cs took my computer over with virtual ###### my sure signal still is not working the serial number is 40120118274 I have been through everything with cs and they then told me that sky's mer type connection is not supported by the sure signal 2 is there any news when this will change or any fix for my sure signal to work with this type of connection

here is my tracert

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

C:\Windows\system32>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     2 ms    <1 ms    <1 ms  SkyRouter.Home [192.168.0.1]
  2    36 ms    34 ms    33 ms  bm2.sdryd-dhcp.isp.sky.com [90.195.149.190]
  3     *        *        *     Request timed out.
  4    47 ms    46 ms    45 ms  ip-84-38-37-66.easynet.co.uk [84.38.37.66]
  5    44 ms    38 ms    39 ms  te0-2-0-2.er11.thlon.ov.easynet.net [89.200.131.
89]
  6    46 ms    42 ms    43 ms  LNDGW2.arcor-ip.net [195.66.224.124]
  7    41 ms    40 ms    41 ms  85.205.116.14
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *

after 8 its all stars request timed out

[rustyknutts]

90.195.149.150

this is my ip address see post above

[philip42h]

Rusty,

The SS box is connected to your local LAN (standard Ethernet). It does not know or care how your router / ISP manages the connection to the world beyond - PPPoA. PPPoE or MER. VF CS on the other hand do not support any characteristic of your connection to the world beyond (and we shouldn't really expect them to either) so when they say the SS does not support x, they really me VF CS are unable to provide support on PPPoA. PPPoE or MER.

When Sky increased the capacity of their service several months back they introduced some additional ranges ranges of IP addresses that had been previously registered outside the UK and, coincidentally, started using MER across these address ranges. The problem for SS users was that these address ranges did not appear on the whitelist that VF use to ensure that the UK SS service is restricted to use within the UK only. It took a couple of week for VF to realise this and add the appropriate ranges ... there never was any problem with the use of MER as such.

Your IP address is registered to BSkyB / Easynet in the UK and should already be on the whitelist though it will take a VF rep to confirm that.

Your tracert result is fine - it shows that you have a connection that reaches the VF network in ~40ms which is easily fast enough (it's supposed to timeout after reaching the VF gateway since servers within the VF network don't respond to ICMP pings). And if you've had VF CS set-up portforwarding (which shouldn't be necessary in the first place) we should be able to assume that part of the configuration is correct! It may be just a matter of giving it a little more time ...

[Wayne]

Hi rustyknutts

Thanks for your post here. I’ve checked your IP address and it is on our white list so that isn’t the issue.

What philip42h has said is absolutely spot on.

After leaving it a while longer, how are things looking? Is it still not working? If not, please refer to the necessary Sure Signal troubleshooting thread which can be found here.

Thanks

Wayne

[billy1980]

Hi,

I am also having problems linking my new Vodafone SS to my Sky Router.  My IP is 90.213.229.91

Many Thanks,

Kevin.

[rustyknutts]

It's up and running now has to reset it about 20 times thanks for help

[grale22]

Hi,

I've recently moved to SKY Broadband and my VSS no longer works.

IP address - 94.12.164.186

http://www.speedtest.net/result/1939401830.png

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2    39 ms    40 ms    39 ms  5e0ca4be.bb.sky.com [94.12.164.190]
  3    40 ms    42 ms    39 ms  10.245.200.97
  4    52 ms    42 ms    44 ms  te0-1-0-5.er11.thlon.ov.easynet.net [89.200.135.
37]
  5    52 ms    46 ms    45 ms  LNDGW2.arcor-ip.net [195.66.224.124]
  6    43 ms    44 ms    41 ms  85.205.116.14
  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.

VSS Serial Number - 40112878273

Currently the VSS is just continually trying to reconnect with the first light on the front flashing.

Can you help me with this?

Many thanks

[don_mcc]

Hi,

I've recently changed to a new broadband service from Exwavia. It's not copper or fibre, they work via long distance wireless links using PPPoE. I have tried all the normal things to get my SureSignal working again but I have had no luck, just the first light flashing.

The serial number of the unit is 21197046499. The traceroute is as follows and the speed is 4Mbps plus.

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 192.168.11.1
2 8 ms 7 ms 11 ms 149.5.101.20
3 13 ms 13 ms 12 ms te1-3.271.ccr01.man01.atlas.cogentco.com [149.6.
11.205]
4 19 ms 22 ms 17 ms te4-8.ccr02.lhr01.atlas.cogentco.com [130.117.1.
165]
5 22 ms 20 ms 22 ms te0-3-0-2.mpd22.lon13.atlas.cogentco.com [154.54
.62.165]
6 20 ms 20 ms 18 ms te0-3-0-1.ccr22.lon01.atlas.cogentco.com [130.11
7.0.237]
7 25 ms 28 ms 38 ms level3.lon01.atlas.cogentco.com [130.117.15.82]

8 19 ms 19 ms 23 ms ae-2-52.edge4.London1.Level3.net [4.69.139.106]

9 26 ms 22 ms 23 ms 195.50.122.66
10 43 ms 42 ms 45 ms 85.205.116.10
11 * * * Request timed out.
12 * * * Request timed out. etc etc etc
13 *

I wonder if it could be a problem that my IP address is not on the whitelist. My IP address is 149.5.101.25 and the PPP server address is showing as 149.5.101.20.

I'd be very grateful if this could be checked.

Many thanks

[billy1980]

Hi,

I am also having problems linking my new Vodafone SS to my Sky Router.  My IP is 90.213.229.91

Many Thanks,

Kevin.

[Simon]

Hi All

I'll answer all of your posts individually as below:

@billy1980 - I've checked your IP address and it is matched in range. Please could you provide your Sure Signal serial number and describe what errors your encountering?

@rustyknutts - Although we would prefer less resets than 20 I'm glad it's all up and running for you If you need further help then let us know.

@grale22 - Your traceroute details are absolutely fine along with your speedtest. Your IP is matched in range. I've performed a resync of your device. To complete, this just needs a factory reset as below:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

@don_mcc - The traceroute details are fine and your Sure Signal appears to be OK from our end. The IP address supplied isn't matched on our whitelist so I've contacted the team to see if we can get this added for you.

Thanks

Simon

[don_mcc]

Thanks Simon.  I should have mentioned that I currently still have the SS attached to my old Plusnet broadband, which I have not yet got disconnected.  It does (sort of!) work with the Plusnet but because the speed is too slow (300Kbps, due to excessive line length), it is often not useable.  Any idea how long it takes to get the IP addresses updated on the whitelist?  When that's done I'll move it over to the Exwavia broadband and try it again.  Many thanks, Don

[Bald_Wizard]

Hi,

I too am one of the long suffering Sky VSS users . . . only realised today how widespread the problem is (the 2 calls I have made to Vodafone didn't mention any issues specific to Sky surprisingly)

I have an original VSS and a Netgear Sky Broadband router with an IP address of 90.209.104.170

It all stopped working a few months ago and the calls I have made to Vodafone haven't resolved the issue. I have been through the trouble shooting guide on website and I can see through the Netgear router that an IP address is being assigned to the VSS box.

It currently just has the top light showing green 

Any advice would be much appreciated

[Lee]

Hi there Bald_Wizard,

Thanks for your post.

Could you first of all provide me with your Sure Signal serial number so I can take a look?

I've checked the IP address that you've given and it's included in our whitelist so this isn't preventing a connection to our servers.

Thanks,

Lee

[Bald_Wizard]

Hi Lee,

My Sure Signal serial number is: 21230679660

Cheers,
Rob

[billy1980]

Hi,

Basically mine will come on, both white lights (Power and Phone signal) will flash for around 10 minutes and then go back to a dim red power light only.  It keeps repeating this process again and again without ever picking up my mobile phone.

My serial number is 40110916570

Thanks

[Dave]

Hi Bald_Wizard and billy1980,

Just to clarify, there is no specific issue with Sky routers. Philip42h has posted higher up this very page with a perfect explanation of what was happening previously, and we are now in frequent contact with Sky to ensure that any new IP addresses are captured and whitelisted as soon as possible.

The issue you're describing with just the power light showing means that the Sure Signal is not managing to connect with our servers. I can see that both of you have managed a connection over the last couple of days but have posted since, so I've performed a re-sync of both of your Sure Signals. Can you both perform a factory reset for me to complete this and see if this frees up whatever is causing the issue.

If this fails, can you check out our Sure Signal - Steady Power Light Only troubleshooter and follow the instructions at the very start of the thread for me? 

Dave

[shenderson8]

PLEASE CHECK MINE

2.127.74.62

SS Sn  40110437882