Sure Signal with Sky Broadband

[andyhurst1967]

I have just received a new VSS-3 and connected it to my Sky Router (Sagem router), also registered it correctly via "myvodafone".

However it doesnt seem to work, the red power light is on and the internet & signal white lights are on.  But the handset light isnt on and the unit is not working.

I contacted Vodafone support this afternoon and they reset my VSS-3 and i turned off and back on my 3G signal on both my phone and iPad, but still is not working. 

I was then told that i need to ensure certain PORTS are open on my router.  I contacted SKY and they informed me that they dont support this issue.

Can anyone help me please?

Regards

Andy

[Sukhi]

Hi rochep

If it's less that a year old we can look at repairing it for you. See ways to arrange this here.

Thanks

Sukhi

[adamthorne]

Hi,

since having my sky broadband upgraded to 'fibre optic' i seem to have problems with my sure signal.

as per request on previous emails i have detailed findinds below, can you help ?

speed test : 28.35 mbs

upload 8.84 mbs

ping test : 29ms

ip address : 2.122.217.7

serial no: 40131954550

tracert:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 3 ms 3 ms 3 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 11 ms 15 ms 15 ms ip-84-38-37-12.easynet.co.uk [84.38.37.12]
4 11 ms 12 ms 11 ms ae99.edge3.London2.Level3.net [212.187.201.57]
5 * * * Request timed out.
6 12 ms 11 ms 11 ms ae-3-3.ebr1.London15.Level3.net [4.69.141.189]
7 12 ms 11 ms 11 ms ae-42-42.ebr1.London1.Level3.net [4.69.167.22]
8 24 ms 14 ms 11 ms ae-56-111.csw1.London1.Level3.net [4.69.153.114]

9 11 ms 13 ms 11 ms ae-122-3508.edge4.London1.Level3.net [4.69.166.1
3]
10 27 ms 27 ms 27 ms 195.50.122.66
11 24 ms 24 ms 24 ms 85.205.116.14
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.

thanks

[Retired-Ian_]

Hi adamthorne,

Thanks for posting.

I can see that the Sure Signal connected to our servers yesterday at 17:23.

If you're still having issues please try the troubleshooting steps and let us how you're getting on.

Thanks

Ian

[sunshine101]

Hi there,

I'm also having problems setting up a Sure Signal Box v2. I'm currently with Sky and have a Sagemcom router and MacBook Pro and have opened all ports as requested by Vodafone. I have also rebooted router and Sure Signal box on countless occasions. I ran a Traceroute and these are the results... I haven't posted all of it because it was simply showing **** which I assume is timeout..?

-MacBook-Pro:~ juliette$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.0.1 (192.168.0.1)  5.614 ms  2.367 ms  1.867 ms

 2  * * *

 3  02780b08.bb.sky.com (2.120.11.8)  29.449 ms  25.146 ms  25.692 ms

 4  be105.pr0.thlon.isp.sky.com (2.120.10.108)  29.849 ms  26.722 ms  26.468 ms

 5  85.205.0.93 (85.205.0.93)  26.444 ms  28.756 ms  32.954 ms

Any help would be really appreciated as I've been bounced between Vodafone and Sky for several days now and nobody can seem to help me establish a connection with the Sure Signal box. It could well be that I haven't correctly completed Port Forwarding on my router, I did receive the necessary ports to forward to (via Vodafone), have set up an IP address for the Sure Signal, but to be honest, I'm not really sure what I'm doing. Thank you  

[Jenny]

@sunshine101 – Everything you’ve posted looks fine.

So we can look into this further, please get back to us with the following:

• Your speed test results from here.
• Your ping test results from here.
• Your external IP address from here.
• Your Sure Signal serial number.

[sunshine101]

Hi @Jenny,

Thanks so much for getting back to me. The SS box is driving my crazy. Just cannot get it working. Have a strong suspicion it's my Sky Sagemcom router firewall settings/port forwarding, but Sky are refusing to help me. They simply refer me to site portforward.com but the Sky Sagemcom router isn't even on there, so I'm stuck. I've tried to figure it out myself, but am really struggling.

Do hope you can help me as my Vodafone signal is pretty much useless without a SS box. I am still awaiting a call from Vodafone's Level 3 Tech Team about the SS box too.

Speed Test: 

Download - 2.57Mbs

Upload - 0.51Mbs

Ping Test:

Ping - 55ms

Jitter - 27ms

Line Quality - B*

* Unable to test packet loss

External IP address - 94.6.222.66

Sure Signal Serial No - 40111608283

Thanks in advance.

[sunshine101]

l just found this on the Vodafone forum:

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Steady-power-light-only/td-p/679063

Destination IP Addresses:

• 212.183.133.177
• 212.183.133.178
• 212.183.133.179
• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Do I need to port forward all the above ports, to each individual destination ip address, or simply to the ip address of the SureSignal box? I have only opened ports for the SureSignal box and now I'm even more confused 😕 Thanks

[Sukhi]

@sunshine101

Has the version 2 worked previously? When and where did you buy it from? It's just that we no longer supply theses models.

I recommend you test the Sure Signal at another location (a friend or family member’s for example). You’ll need to leave this connected for over 24 hours to make sure everything updates.

[sunshine101]

The Sure Signal box established connnection yesterday afternoon and was working perfectly. Yay!!!

BUT!!! This morning, it dropped connection (not sure why). Checked my Sky router and no drops with internet connection?!

However the SS box now has the network connection light solid, but it is still not connecting to my phone. ie phone light not present.

Not sure why this would be? Third line technical support have pushed through a flush update to the device and I have been advised to wait a further 6 hours for this to complete. - ho hum.......

Wow - been trying to get this SS box working for 6 days now. It's certainly not a PnP device when connected to a Sky router, that's for sure!! 

Shame Sky and Vodafone cannot speak to each other as looking online, there are a whole lot of people seriously struggling with these devices... 

Shall keep you guys updated!! :))

[ChazzD]

@sunshine101

Has the update we pushed through to your Sure Signal resolved this issue?

If not, please try connecting the Sure Signal in another location such as a friend or family member's house as Sukhi suggested so we can see if the issues are specific to your location. 

Can you confirm if it worked fine before experiencing these problems?