Vodafone Sure Signal

[BenJ]

Hi toddle2u2

Welcome to the eForum!

I've just processed resyncing your Sure Signal box

Could you try a factory reset for me?

• Hold down the reset button until all the lights show (about 30 seconds) keeping the reset button held down.
• Remove then re-insert the power lead.
•  Once all lights display release the reset button. The Sure Signal will come online in around 1 hour.

I would recommend as a test powering down your router and sure signal. disconnecting all PC devices from the router and powering the router back up with just the Sure signal attached (and powered up)  once this has come up I would then connect a PC to the Router and test the internet connection by performing the following 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 along with a copy of the results from running a speed test.

Thanks
BenJ
eForum Team 

[BenJ]

Hi miket99

I've been trying to see if you have posted a trace route report and a speed test but I am unable to see these results

I would recommend as a test powering down your router and sure signal. disconnecting all PC devices from the router and powering the router back up with just the Sure signal attached (and powered up)  once this has come up I would then connect a PC to the Router and test the internet connection by performing the following 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 along with a copy of the results from running a speed test.

 

Also could you tell me your external IP address?
 

Thanks
BenJ

eForum Team 

[NGROCOCK]

Hi,

Are you now assuming that everyone's is working - as mine still isnt.  After numerous factory resets and re-syncs.

This is becoming a joke, its over a week now and no progress.  

Please please help.

What are the next steps ?

my serial number is 

40110705973.

Ip is 2.219.10.120

out of intetest I am trialling this VSS for our company (700 + mobile phones) it seems that isnt the holy grail we were looking for, for staff who have bad reception at home.  And based on this expeirence I can only recommend that we continue to swap network provider for those effected, as this would cripple our 24 hour on call engineers.

Pity really as it started out so well, and i was it praising it but that soon came to end.

Please help

Thanks

Nigel.

[toddle2u2]

Hi BenJ

Have done as you suggested and here are the results;

6/14/2011 5:56 AM GMT

2.127.95.82

4.08 Mb/s

0.67 Mb/s

57 ms

Manchester

< 50 mi

C:\Documents and Settings\Administrator>tracert 212.183.133.177

Tracing route to host212-183-133-177.uk.access.vodafone.net [212.183.133.177]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  MyRouter.Home [192.168.0.1]
  2    42 ms    41 ms    41 ms  bm1.wmmal-dhcp.isp.sky.com [2.127.95.126]
  3    40 ms    40 ms    40 ms  10.245.128.129
  4    46 ms    45 ms    46 ms  g0-0-tr0.bllon.isp.sky.com [89.200.131.63]
  5    46 ms    47 ms    46 ms  89.200.131.64
  6    46 ms    56 ms    47 ms  te0-1-0-0.er10.thlon.ov.easynet.net [89.200.134.
123]
  7    48 ms    57 ms    53 ms  te0-0-0-2.er11.thlon.ov.easynet.net [89.200.135.
133]
  8    45 ms    49 ms    50 ms  ge1-0.ar2.lon2.gblx.net [195.66.224.112]
  9    58 ms    54 ms    55 ms  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx
.net [64.214.144.122]
 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.

Fingers crossed all seems to be working now

Thanks

Toddle

[romper20]

Any news on the IP whitelist? As there are still a number of us with issues which I believe are related purely to IP exceptions.

Regards

[popeye]

still no joy for me either

[gazza33]

Hi BenJ, thank you for your response.

To confirm my Sure Signal serial number is 21231092871 (sorry that I added an extra 2 before)

My IP address is 2.223.11.62

I have also spoken to a Helen in SS 2nd line support this morning who said that she would also look into the probem, but so far following her instructions the SS is still not working.

Thanks for your support.

Regards Garry

[BenJ]

Hi Guys

I can see where you’re coming from, I can assure you were do not assume that this issue is fixed.

I am about to escalate the following issues for:

Romper20 
Popeye 
Miket99 
BOD 
ngrocock 
Gazza33  
Toddle2u2
 

I have taken your serial numbers and IP addresses and I am in the process of escalating these to find the cause of these problems.

Could the users above confirm that light sequence you have on your device?

 

Thanks
BenJ
eForum Team 

[romper20]

I have VSS2 and when I turn it on the two lights flash momentarily, then the connectivty light flashes for 5 minutes after which a solid red power light is the only light on the device.

[gazza33]

Hi BenJ, I have just a solid green power light on and no others, even after a number of resets..

[toddle2u2]

Hi BenJ

Mine seems to be working fine now. 3 Lights on SS box and internet working fine

Thanks

Toddle

[BenJ]

Hi toddle2u2


Great news!!

Thanks
BenJ
eForum Team 

[NGROCOCK]

I just have the power light on.

i tried a tracert to the address you gave to another poster here are my resilts

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

C:\Users\Nigel>tracert 212.183.133.177

Tracing route to host212-183-133-177.uk.access.vodafone.net [212.183.133.177]over a maximum of 30 hops:

1     1 ms    <1 ms    <1 ms  MyRouter.Home [192.168.0.1] 

2    43 ms    41 ms    43 ms  02db0a7e.bb.sky.com [2.219.10.126] 

3    40 ms    39 ms    39 ms  10.245.182.1 

4    41 ms    40 ms    40 ms  g0-0-tr0.bllon.isp.sky.com [89.200.131.63] 

5    47 ms    44 ms    41 ms  89.200.131.64 

6    46 ms    45 ms    44 ms  te0-1-0-0.er10.thlon.ov.easynet.net [89.200.134.123] 

7    53 ms    50 ms    52 ms  89.200.131.169 

8    51 ms    50 ms    50 ms  ge1-0.ar2.lon2.gblx.net [195.66.224.112] 

9     *       67 ms    61 ms  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122] 

10     *        *        *     Request timed out.

11     *        *        *     Request timed out. 

[RingoCarr]

My SS has been down all day - SN 21197183995

Tried all the above suggestions to no avail

[popeye]

Ben I just have the solid power light on the new style box

[gazza33]

Hi Ben, not sure if the following is of use to you:

(I still have just a solid power light on my SS version 1)

Tracing route to host212-183-133-181.uk.access.vodafone.net [212.183.133.181]

over a maximum of 30 hops:

  1    23 ms    <1 ms    <1 ms  MyRouter.Home [192.168.0.1]

  2    59 ms    57 ms    58 ms  02df0b3e.bb.sky.com [2.223.11.62]

  3    56 ms    54 ms    58 ms  10.245.153.49

  4    95 ms    57 ms    58 ms  te0-4-0-0.er11.thlon.ov.easynet.net [89.200.131.

49]

  5    57 ms    77 ms    57 ms  ge1-0.ar2.lon2.gblx.net [195.66.224.112]

  6    68 ms    68 ms    67 ms  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx

.net [64.214.144.122]

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

[toddle2u2]

BenJ

It seems I spoke too soon. It seems that with SS connected and working it now blocks my interenet access to my PC so have had to disconnect SS from router

Toddle

[NGROCOCK]

Hi,

How can we esclatete this problem ?  is this  the correct method for reporting this problem should we in fact be ringing a helpdesk ?  (although I have done this once, and got the same response - we will re-sync your unit).

This is extremely frustrating now, I had rather know that its never going to work and arrange to switch to a different provider than stuck in this limbo that we are currently in.

Please can let us know what to do to raise the priorty of this issue, as it seems that we only get a response every few days.

My patience is wearing thin now.

Please advise.

Thanks

Nigel.

[romper20]

I firmly agree with NGROCOCK,

We get replies very infrequently and its to either give you information or try something we know doesn't work! It seems to me that you don't actually have a clue what the problem is.... my contract is up soon and I will change provider if I know this can't be resolved, but so far this information is not be given.....

[Trev]

Hi all

This matter has been escalated, and we are awaiting information back from the relevant team concerning this. All the information concerning your VSS units, IP address, tracert and Speedtest results have been forwarded as part of this investigation.

I'm sorry if you feel we are not keeping you updated with this issue, but as yet we have not been given any further information. When this changes we will inform you all via this thread, or by email for those we have contacted.

Hi RingoCarr

I'm not sure what your issue is.

Is your problem related to the Sky router firmware update to MER, or something different?

I need to determine what your exact issue is before I can see what the best route to assist is.

Regards

Trev

eForum Team