Vodafone Sure Signal

[gazza33]

Hi, as a business user myself with this same Sure Signal issue, after speaking to Vodafone Sure Signal 2nd line support, as well as Sky 2nd line support, please be aware as shown in my following Pathping test, that there is a packet failure at IP adresses 10.245.153.49 and 89.200.131.49, Sky has kindly agreed to look into this. Other users, like myself, are welcome to try this Pathping test to 212.183.133.181, any further information I hear back from Sky I will post in this forum, as well as eagerly awaiting Vodafones response.

CPathping 212.183.133.181

Tracing route to host 212-183-133-181.uk.access.vodafone.net [212.183.133.181] over a maximum of 30 hops:

0              Laptop.Home [192.168.0.11]

1              MyRouter.Home [192.168.0.1]

2              02df0b3e.bb.sky.com [2.223.11.62]

3              10.245.153.49

4              te0-4-0-0.er11.thlon.ov.easynet.net [89.200.131.49]

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

6              VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122]

7              *        *        *

Computing statistics for 175 seconds...

Source to Here                  This Node/Link

Hop       RTT         Lost/Sent =         Pct          Lost/Sent =         Pct          Address

0                                                                                                                       Laptop.Home [192.168.0.11]

0/ 100 =                0%                                                          |

1              0ms        0/ 100 =                0%          0/ 100 =                0%          MyRouter.Home [192.168.0.1]

0/ 100 =                0%                                                                          |

2              58ms     0/ 100 =                0%          0/ 100 =                0%          02df0b3e.bb.sky.com [2.223.11.62]

0/ 100 =                0%                                                          |

3              ---           100/ 100 =           100%     100/ 100 =           100%     10.245.153.49

0/ 100 =                0%                                                          |

4              ---           100/ 100 =           100%     100/ 100 =           100%     te0-4-0-0.er11.thlon.ov.easynet.net [89.200.131.49]

0/ 100 =                0%                                                          |

5              97ms     0/ 100 =                0%          0/ 100 =                0%          ge1-0.ar2.lon2.gblx.net [195.66.224.112]

0/ 100 =                0%                                                          |

6              68ms     0/ 100 =                0%          0/ 100 =                0%          VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122]

100/ 100 =           100%                                                     |

7              ---           100/ 100 =           100%     0/ 100 =                0%          Laptop [0.0.0.0]

Trace complete.

[jacko690]

well that lasted a long time..ss has stoped working..flashing top light..well it did last a week or so

[wmadders]

I had a letter from Sky to say that my broadband was switching to a new nextwork as of the 15th of June(yesterday) and as of yesterday our sure signal has not been working. Our network type is currently MER and our IP address is 2.219.152.40

Any Ideas on what I should do as my wife runs her business from home and we don't have any Vodafone signal at home

Thanks

Wayne

[Lee]

Hi there wmadders,

Cheers for your post.

Could you provide me with the following information please?

Your external IP address

Sure Signal serial number

The exact symptoms on your Sure Signal

Regards,

Lee

eForum Team

[wmadders]

Hi Lee

Hope this helps... i'm not sure which is the external IP address

My Lan router address is IP 192.168.0.1

My sure signal serial number is 21222177681

My sure signal has only got the top light showing.

Many thanks

Wayne

[gazza33]

Hi vodafone, please find following current response from my Sky escalation and hope that this helps.

Hi, 

I have raised your issue internally to the relevant team to look into, but having tried a few tests myself it seems that the root of the issue is that Vodafone are still blocking some 2. IP ranges at there firewall hardware.

Your Pathping findings actually look normal and I don't think are related to the problem, the Ip's you have set in Bold are some of our core routers which are set not to respond to ping requests, if you do the same thing for a different website like the BBC you should see similar results, allthough they dont respond to pings they still allow traffic past and you can tell that as your tracert continues after those hops further out into the internet.  Our team will look into it and see if there is anything we can do to help, but my feeling on this one is that the issues lies in the hands of Vodaphone to resolve at their end. 

Regards 

Sky Broadband & Voice Network Team

[ELAMBONGO]

I have just puchased a Sure Signal box and have also just switched to Sky Broadband.  When I set up the Sure Signal box it does what i says it should right up to the point where the system light flashes.  That just then seems to keep flashing on and on and on.  I have tried to read the forums on here and on the Sky website but most of it goes right over my head - Can you please give me a step by step action plan of how to solve this problem or am I best just sending the Sure Signal box back!!

My IP address is 94.13.175.125.  The serial number on my Sure Signal box is 40111022428 and my postcode is BD13 1 NY.

Please help!

[NGROCOCK]

Hi,

I think the IP Addresses  10.245.153.49  and 89.200.131.49 have probably just got ICMP disabled and hence will not reply to a ping, this is common on internet facing devices.  The fact that it fails at VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122]  and does not go beyhond this look like its more the culprit.   It appers to fail within the Vodafone network, which pretty much re-enforces the common thread that Vodafone needs to allow these addresses to access the sure signal system.

Nigel.

[Bod]

I have just returned home and my ss box is still not working. I have done a factory reset and no change, just a solid red light.

Not impressed!!

[BenJ]

Hi wmadders

Welcome to the eForum!

I've just resynced your box, can you perform a factory reset and let me know if this resolved the issue for you.

 To factory reset the Sure Signal box:

• 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. 

Thanks

Hi gazza23

ICMP packets are blocked by most corporate networks due to the damage a malicious person could do using an augmented ICMP packet.  I will pass this on, was there any reference as such?  we have a relationship manager  who liaises with SKY who we approached regarding the IP ranges, we have opened all the ranges that were passed over, I am  confirming this with our support teams.

Thanks


Hi ELAMBONGO

Welcome to the eForum!

You can find a step by step guide for your router here, alternatively I would suggest our troubleshooting guides.

Hi NGROCOCK

Sadly not the case VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122] as its a gateway into the Vodafone network, ICMP is blocked due to the damage that can be done with a rogue ICMP packet. We only need to see the timeout on the last hop, if this is <200MS,  then it wont work,  the latency  inside the Vodafone network is monitored and wont be a factor for this issue.

Hi Bod

Thanks for letting me know, I will feed this back, Can you confirm your external IP address as I suspect its 2.219 however I have a different IP against your name on my list.


Thanks
BenJ
eForum Team 

[jacko690]

mine still not doing anything but flash top light...why did it work for a week

[romper20]

UPDATE!!!

I think I may have  solution in the iterim until Vodafone pull their fingers out!!

1. IF you have the original Broadband CD from sky insert it into the PC the router is plugged into.

2. Do not autorun the CD but right click and explore

3. select the utilities folder and then the corresponding folder to the make of router you have

4. Before you run the executable file or perform the restore you MAY need to press and hold the reset button until the activity light (tick) flashes, this will enter recovery mode. Otherwise you will get an error message asking you to put it inrecovery mode - well at least you will if you hve a d-link router

6. the executable file/ program in this folder will reset your router to factory defaults which happen to be PPOA NOT MER.

7. Give the router time to download the firmware it needs but the result will be a PPOA connection, you can check this by entering 192.168.0.1 in your browser window.

8. Reset the Sure signal box and wait a while for the box to register/download from the Vodafne VPN

9. This should now give you full signal within an hour or so.

10. SKY will roll out updates for the router which will upgrade it back to MER.... however this will happen at night so to keep on PPOA switch the router off nightly.

This should provide enough time for vodafone to sort out the connection to MER

Regards

[Dsldude]

I am pretty sure the router will actually look for new firmware when its reset, So I think you may be better just leaving it powered up if its working now.

Also I take it you no longer have a 2. IP?

[romper20]

I can confirm that this does 100% work.... I have FULL signal at home at long last. Please follow my instructions and if you get stuck let me know but it is fairly straight forward.

Note the router will look for a firmware upgrade in the middle of the night to upgrade to MER so until Voda sort the issue with MER ouit I will be turning my VSS off every night.... but as of now I have a PPOA connection on a 94.*.*.* address which connects the VSS perfectly..... Nothing wrong with the VSS itself but the issue is firmly with either the MER protocol or most likey the specifice 2.*.*.* range your Sky router is using.

After such a long time waiting for a solution it seems you really need to take action into your own hands!

But a note to Vodafone we still need VSS to work with MER becuase these routers will inevitably upgrade at some point we can't keep switching them off every night.

I wish you all luck and the joy of FULL SIGNAL.

[Bod]

---

BenJ wrote:

Hi Bod

Thanks for letting me know, I will feed this back, Can you confirm your external IP address as I suspect its 2.219 however I have a different IP against your name on my list.


Thanks
BenJ
eForum Team 

Hi BenJ

My external IP address is 2.219.xx.xxx

Thanks

---

[wmadders]

Hi Guys,

My VSS is still not working. I reset it twice yesterday. Is anything being done about trying to configure the VSS with MER. I did put down my external ip address as a .192 number but it looks like it could be 2.219.152.40... I was wondering if that would have any influence on the reset.

This is really becoming irritating not being able to use our phones at home.

Please advise on the next possible course of action

Thanks

wmadders

[ELAMBONGO]

Forget my post from late last week.  I tried it again Friday morning - and hey presto! it worked!!!

[BenJ]

Hi Romper20,

That's really good work!!

It's interesting that you revert back to the previous range and it works. This would add weight to the argument that the  Full range may not be white listed (this has been confirmed as such with my  Support team)

I've emailed my support team about this revelation as I am very interested in their response to this, and have asked them to check this range is confirm. 

Thanks
BenJ
eForum Team 

[jacko690]

still not working...please re.sync again ..ip 2.219.86.207

[romper20]

Hi BenJ,

IT surely must point to an IP issue with the 2.219 range specifically. I have now had full signal for the last few days and will keep my router from updating firmware until this issue is resolved.

For those of you on 2.219 that are desperate and can't wait for Vodafone just follow my instructions and you will have full signal until such a time Vodafone identifies the issue with this IP range.

Regards