Sure Singal with Sky Hub not working

[patelr]

Hi,

My VSS suddenly stopped working last week for an unknown reason.  I believe is the the first generation VSS.  Of the four lights only, the first light remains green.  All the others are off.

I have reset is several times to no avail.  My tracert details are as follows:

C:\Users\Admin>tracert 212.183.133.177

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

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

2     *        *        *     Request timed out.  

3     7 ms     8 ms    14 ms  02780966.bb.sky.com [2.120.9.102]  

4    69 ms     8 ms    17 ms  ae99.edge3.London2.Level3.net [212.187.201.57]  

5    13 ms    15 ms    13 ms  ae-3-3.ebr1.Paris1.Level3.net [4.69.141.86]  

6    15 ms    14 ms    15 ms  ae-81-81.csw3.Paris1.Level3.net [4.69.161.86]  

7    15 ms    14 ms    14 ms  ae-3-80.edge5.Paris1.Level3.net [4.69.168.136]  

8    14 ms    15 ms    16 ms  CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200. 78]  

9    16 ms    17 ms    15 ms  195.2.9.193  

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.

C:\Users\Admin>

I would appreciate any guidance you can provide on solving this.

I last had a similar issue several years ago when Sky introduced new IP ranges which required alterations to the Vodafone firewall whitelist.

Regards

[patelr]

Hi,

I have set-up the port forward as suggested below but still my phone does not secure a connection is the house.

I noticed that only one of the IP addresses listed below is pingable from my PC.  Would this not imply that port forwarding would not solve the until the ping is working first?

FYI, I got a similar result regarding ping from a different network as well.

Regards

[Retired-James]

Hi patelr,

Which is the only IP address that can be pinged?

Which can’t be pinged?

If this is the list of destination IP address, they aren’t always open to pings for security.

I can see that it connected to the server again last night which suggests that a connection is being established.

On your router dashboard, do you have an option for IPsec passthrough?

Also, are you still seeing the same light sequence?

Are you able to test the Sure Signal on a different connection at a friend’s house to rule out a faulty Sure Signal?

James

[patelr]

Hi,

Of all the IPs suggested i.e.

212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
*212.183.133.182*
212.183.131.128-191

Only, the one marked (*) worked. Even then it was erratic with packet loss and latency of circa 200ms.  The rest all timed out.

I will try the device elsewhere but that may have to wait until the coming weekend.

Its interesting that it connects occassionally.  I presume there is no further log or audit as to why the connection is not sustained.  For now, only the top two lights are active.

Regards

[Retired-Andy]

Hi patelr,

You may not be able to ping some of the IP addresses due to the security settings on our servers.

If your connection is intermittent, your ISP (Internet Service Provider) may be performing maintenance which would affect your connection to our servers.

We don’t keep a log of this information, but if you contact your ISP, they’ll be able to check your line for you.

Let me know how you get on.

Cheers,

Andy

[patelr]

Hi,

I have been in contact with Sky several times about this and they have repeatedly reassured me there are no service issues on their end.  Furthermore, I have no other issues with my internet other then the Sure Signal one.  All other connections/activity works normally.

The last time I had an issue with SS, it turned out be an issue with Vodafone's firewall whch needed its rules adjusting.  Unfortunately, it took best part of two months of back and forth b/ween Sky and Vodafone to establish time.  I am hoping, I am not looking at something similar again...

Regards

[Ben_H]

Hi patelr,

So we can rule out your ISP altogether, can you try your Sure Signal on an alternative internet connection for an hour or so? By testing it at a friend or relatives house, we can see if it's the unit that needs a repair. 

Cheers, Ben

[patelr]

Sure.

Presumably, I need ensure that that alternate internet connection is with a different ISP.  Correct?

Tx

[Sukhi]

Hi patelr

Yes it would be better if it was with a different ISP.

Thanks

Sukhi

[patelr]

Hi,

I managed to connect the device to another ISP.  SS was connected for about an hour but no more the top two lights came on.  Nothing has changed as a result of this test.

Please advice as to next steps.

Regards

[Retired-Dave]

Hi patelr,

Follow the link in Ben's post to arrange a repair.

Dave