Vodafone Sure Signal

[DaveCD]

Hi mattbean and lynda103

Thank you for your post and for providing the information.

I have checked and your IP address is included within our whitelist.

I’d like to help to resolve this VSS (Vodafone Sure Signal) issue for you, but to do this I will need to take some further information from you.

Can you post the following results to this thread?

 Speedtest.

Traceroute.

• On a PC / Laptop :
• 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.

And finally, your VSS serial number.

lynda103 - I have checked your device and can see it has been registered but not connected since 15/04/2012 so I have resynchronised your device, please allow a couple of hours and let me know if you have been able to connect.

johnthornhill - Thank you for your post, so I can look at our options please follow the Private Message I have sent to you and we will be in touch as soon as we can.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team

[mattbean]

Hi DaveCD

I have been frustrated with this for days. Unfortunately I can run the tracert command in the Command Prompt box. it won't recognise ping either. I am using a very old version of XP though which may be responsible.

Be that as it may though, since you have been digging at your end the VSS has started working again !!! I haven't changed a thing this end !!!

Its almost like something had gone to sleep, got hung up or was disabled your end?

I am concerned that whatever fault occurred, it may happen again some point in future in which case I have to go through this whole process from scratch. Can you confirm what happened your end and the steps you tool to resolve it? It would give me a good place to start in the event of re-occurrence.

ATB

Matt

[johnthornhill]

Hi Dave,

I have submitted 2 support request but have received no confirmation, is this normal?

John

[johnthornhill]

Ignore that, confirmation has came through.

[James]

Hi mattbean,

Many thanks for the update here.

I’m pleased to see that this is now working again, please can you keep us updated if you encounter any further issues however you shouldn’t have any problems.

@ johnthornhill,

I have taken a look for your email and it looks like it wasn’t routed to us due to an incorrect routing code in the subject line, you don’t need to worry as I have transferred this into our queue for you and we will be able to look at this tomorrow.

James

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

[invisibleman82]

Hi, please sort mine out too...

94.5.132.166

Cheers,

Jamie

[Wayne]

Hi invisibleman82 and welcome to the eForum

Your IP is on our white list so can you give us a little bit more information as to the problems you are having and the things you have tried to resolve this?

Thanks

Wayne

[Snimo]

Hi, Been trying those solutions and nothing is working, it's been 2 weeks plus. Can ou confirm if my router is on the whitelist cause having tried everything now I'm convinced it must be blocked My ip is 2.216.243.154. Help would be appreciated. Kind regards, Simon

[Simon]

Hi Snimo

I've checked the IP and it's definitely on the whitelist so this isn't whats causing your Sure Signal error.

If you could please try the following and post the results to this thread?

 Speedtest.

Traceroute.

• On a PC / Laptop :
• 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.

And finally, your VSS serial number and we'll be able to investigate this further for you.

Thanks

Simon

[dave_aw1]

Hi, 

My SureSignal serial is 40120954025

My IP is 94.0.131.157

My speedtest/ping result is here: http://www.speedtest.net/result/1916778014.png

My TraceRt is:

C:\Ruby\bin>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 SkyRouter.Home [192.168.0.1]
2 28 ms 23 ms 23 ms 5e0083be.bb.sky.com [94.0.131.190]
3 25 ms 23 ms 22 ms 10.245.176.17
4 54 ms 31 ms 30 ms te0-6-0-0.er11.thlon.ov.easynet.net [89.200.135.39]
5 47 ms 27 ms 30 ms LNDGW2.arcor-ip.net [195.66.224.124]
6 29 ms 25 ms 27 ms 85.205.116.6
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 * * ^C

Currently the box has no lights on it at all. Could you help please?

Thanks!

[DaveCD]

Hi dave_aw1

Thank you for your post, no lights at all is very peculiar as the minimum would be a solid power light, please can you check that the power cable is inserted correctly.

I have checked your serial number and can see that a connection was made recently, please can you advise that this is now working, if not please can you let me know what sequence of lights you now have is.

Many Thanks

DaveCD

eForum Team

[chappers75]

Please help mine wont connect  through my sky BB my routers IP address is 94.5.252.142

[chappers75]

My IP address is 94.5.252.142 and I just get a steady power light the other two just keep flashing and never go steady

[chappers75]

Hi I'm still unable to connect my SS. My broadband provider is SKY, My router is a Sagemcom F@ST2504n and my routers ip address is 94.5.252.142. I get a steady power light but the other lights only flash now and again they never remain steady. My SS serial number is 40120536293.

Please can you help me to get this resolved as I cant get a signal without standing by the window in my house.

[alistairmackie8]

I've been having problems with my SS for the last 2 weeks now. Initially the SS was taking up a lot of bandwidth, normally I get about 4Mbps but that would drop to about 1Mbps. This was when the phone was not in use, most of the calls would then be dropped or be bad quality. The result of this would be that the laptops in the house or using my phone's wifi would get a very slow data rate. But if I turned off the wifi on my phone and used 3G data through the SS it would be normal speed. It was like the SS was blocking off about 75% of the bandwidth for itself even when I wasn't using the phone (not calling, txt etc.)

After reseting the router (SKY BB, router D-Link 2640) the SS would work normally for about an hour then drop off. I've tried the troubleshooting guide and resetting the SS. Also I've tried opening the ports on the router for the SS using the guide. Now I only get a steady power light and the SS does not work at all.

Here are my details:

SS serial 40111327843

IP address: 176.25.121.106

Speed test: http://www.speedtest.net/result/1925759949.png

tracert result

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms <1 ms <1 ms 192.168.0.1
2 42 ms 41 ms 42 ms b019797e.bb.sky.com [176.25.121.126]
3 39 ms 39 ms 39 ms 10.245.138.17
4 54 ms 46 ms 55 ms 89.200.131.191
5 50 ms 51 ms 49 ms LNDGW2.arcor-ip.net [195.66.224.124]
6 48 ms 49 ms 49 ms 85.205.116.6
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.

Cheers for any help

Alistair

[James]

Hi Guys,

Thanks for getting in touch here please see your responses below;

@ chappers75, The IP address that you have given is on the whitelist, can I ask how long you have waited for the Sure Signal to connect as the light sequence you have given indicates that the box is still downloading a profile which can take up to 24 hours.

Please let us know if you are still getting the same issue after this point.

@ alistairmackie8, I can see that your Sure Signal connected to the server last night, the traceroute is fine and the IP is on the whitelist.

If you are still showing a solid power light only please can you do a ping test and let me know the results.

If you no longer have the solid power light only please let me know what light sequence you are seeing if you are still experiencing issues and I will be able to look at this for you.

James

[timburgess]

Hi, I also have an issue with VSS connecting. Both lights have been flashing for a while now.. (3-4hrs) 

my IP address is - 

90.216.98.93

Cheers  

[rikki23]

Please help!? My IP is 90.216.53.3

Thanks

[Wayne]

Hi Everyone,

@timburgess – 3-4 hours is quite a short timescale, it can take up to 24 for the device to fully register and download its profile. I’ve checked your IP range and this is on our white list. Can you confirm if you are still having problems?

@rikki23 – Your IP range is on our white list.

Can you please take a look at the troubleshooting thread that relates to your issue?

Thanks

Wayne

[timburgess]

Hi,

Thanks for the reply, both lights are still flashing.. I'll re-check the help info..