Sure Signal

[iprint365]

Will the new Sure Signal work with 2 x iPhone 4 ( not the S ) and a soon to be delivered iPhone 5......all of which are on the Vodafone network

[Retired-Kay]

Hi Whyamihere, 

Please provide the following information;

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

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.

This will help us get the quickest possible resolution for you.

Thanks

Kay

[rstjh1]

I have a Sure Signal 3 and successfully had it working for 48 hours then it stopped & I now have the slow flashing 2nd light. I have reset and moved BThub3 to different telephone point, but no success in improving the situation.

The following information has been gleaned:

Download speed 3.74Mbps

Ping Test: Line quality A Ping 42ms Jitter 2ms packet loss 0%

IP address: 86.145.13.212

Suresignal ser No: 40132335445

Use BTHub3-HC8F

[Ben_H]

Hi rstjh1,

Thanks for posting. We're aware of a compatibility issue between Sure Signal 3 and BT Homehub 3. You can find details of this here. We will also post there if and when we are able to get to the bottom of the issue with BT.

We have had BT Infinity customers confirm that Homehub 4 works without any issues if that's a possibility for you. If you're unable to secure a different model Homehub, you have a 7 day cooling off period in which to return a new Sure Signal device if needed. 

Cheers, Ben

[Mikestyle1]

First poster, I been there heard it all form Vodafone" its your port settings" "it's your download speed" "its your ISP fault" "we need you to give us a trace report" Spent two weeks two hours a day perhaps the most frustrating period of my life sorting my VSS out.
My simple fix advice...If your VSS unit worked before you need a new VSS unit NOW!
Vodafone ...1. don't understand the lights on their own VSS unit.
2. the customer service people are paid the keep u on the line as long as poss and protect their first line engineers from talking to customers with problems. The first line engineers are paid to protect second line engineers from talking to customers with problems! They will all do everything they can to avoid sending you a new unit. GOOG LUCK

[Retired-Dave]

Hi Mikestyle1,

A lot of customers with Sure Signal queries come here to seek help, so our team are quite experienced with this. If you're still having issues with yours, we may be able to help sort things for you.

If our troubleshooters don't help, can you post these details to start with?

 - Your Sure Signal serial number.

 - Your speed test results from here.
 - Your ping test results from here.
 - Your external IP address from here.

 - The light sequence you're seeing.

Can you also paste the results of a traceroute here for me?

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 and press Enter.

On a Mac

- Open Terminal (Applications, Utilities).

- Type traceroute 212.183.133.177 and press Enter.

Dave

[Mikestyle1]

My son number is 40132723384
Speed test 3.62 mb down .46 upload
Ips ext 5.71.128..46
Ping 30ms
Flashing red light on VSS constant orange Internet light.
Tracer result
1. 1 ms. 1 ms < 1 ms sky home 192.168.0.1
2. *. * *time out
3. 28ms. 31 ms 31 ms. te2-0-0.ar8.hobir.isp.sky.com(89.200.135.174)
4. 28ms. 79ms. 26 ms ae99.edge3.London2.leve13.net(212.187.201.57)
5. 70ms. 32 ms. 26 ms. Ae-0-11.edge4.London2. Leve13. Net(4.69.200.126)
6. 27ms. 27 ms. 27 ms. ar-3-3.ebr1.London1. Leve13. Net(4.69.141.189)
7. 30ms. 30ms. 28ms. ae-41-41.ebr1.London1. Leve13.net(4.69.167.18)
8. 27 ms. 27 ms. 27 ms ae-58-113.csw1. London1. Leve13.net(4.69.153.122)
9. 26 ms. 26 ms. 27 ms ae-122-3508.edge4. London1. Leve13.net(4.69.166.13)
10. 41 ms. 39 ms. 43 ms 195.50.122.66
11. 43 ms. 43 ms. 43 ms. 85.205.116.6
12 onwards timed out

[Mikestyle1]

Dave, should have also said if I reboot VSS it will work for several hour thn go off.

[Retired-Dave]

Hi Mikestyle1,

Can you reconfirm the IP address for me? That one isn't being recognised.

I've resynched the Sure Signal as we don't seem to have tried that yet. Give the box a reset to pick this up:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• Plug the cable back in
• The Sure Signal will come online in around 1 hour.

Failing that, check the following:

 - The Maximum Transmission Unit (MTU) of the router should be set to 1500. If it won't go that high, go for the highest value available.

 - The following ports should be open for forwarding on the router: 

• 8
• 50
• 53
• 67
• 68
• 123
• 500
• 1723
• 4500
• 33434 - 33445

 - These IP ranges need to be allowed on the router and firewall 

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

Dave

[Mikestyle1]

Sorry Dave, the IP address I gave u had an extra dot in. You prob cut and pasted n did not notice the dot.
My IP address is 5.71.128.46
Have re booted as u said am awaiting link up will let you know
Mike

[Mikestyle1]

Dave. The MTU is 1500 and VSS still don't work!
Your comments about ports etc is way out of my league. I have attached two screen shots of Sky router fire wall options but it does not give the ports u want or enough space to give all the IP address you ask for.
Why should I have to make all these changes any way?
My Apple TV HP printer film streaming smart TV and every thing else works fine with my Sky. VSS asking me to make all these changes is a bit like me buying a TV then been told it dont work because the electricity I get is wrong voltage and I should get electricity board to change it!
I have "logmein" software on my PC. Can u log in and show me how u make these changes to my Sky router if your sure it can be done?
Mike