Sure signal not working with Sky broadband

[Zarafa]

Hi

I changed my ISP on 15 March from BE Unlimited to Sky.  Unfortunately the Sure Signal hasn't worked since.  As I am still in the cooling off period I would be grateful if you could advise whether it will work or should I cancel my subscription.  After reading lots of messages on the forums and attempting to give the SS box a static ip address and configuring port forwarding but nothing has worked so I have returned everything back to their original settings.  I have included the details you have been requesting from other people experiencing problems.  I'd be grateful for any advice, thanks. 

Download speed 4.76mbps
Uploads speed 0.68mbps
Pingtest: Line Quality B* MOS: 4.33
Ping: 31ms
Jitter: 1ms
Packet loss: unable to test
Server: Milton Keynes Distance 50 miles
ISP: Sky Broadband 2.216.7.249
Sure Signal Serial Number: 21223459070
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Zarafa>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 26 ms 25 ms 25 ms 02d807fe.bb.sky.com [2.216.7.254]
3 * * * Request timed out.
4 36 ms 31 ms 31 ms 02780888.bb.sky.com [2.120.8.136]
5 39 ms 31 ms 32 ms ip-84-38-37-144.easynet.co.uk [84.38.37.144]
6 31 ms 31 ms 31 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
7 54 ms 60 ms 59 ms AMDGW1.arcor-ip.net [195.69.145.123]
8 64 ms 60 ms 58 ms 188.111.129.25
9 61 ms 61 ms 61 ms 85.205.116.6
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.

Kind regards

Jan

[Zarafa]

Hi, I've followed the troubleshotting steps.  Please see requested information below.

Download 4.33mbps

Upload 0.67 mbps

Ping 41ms

IP 94.9.29.79

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Zarafa>tracert 212.183.133.177

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

  1     2 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]

  2     *        *        *     Request timed out.  

  3    52 ms    54 ms    55 ms  02780888.bb.sky.com [2.120.8.136]

  4    52 ms    48 ms    53 ms  027808eb.bb.sky.com [2.120.8.235]

  5    46 ms    47 ms    48 ms  ae99.edge3.London2.Level3.net [212.187.201.57]

  6    56 ms    47 ms    54 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  7    48 ms    48 ms    47 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]

  8    48 ms    67 ms    47 ms  ae-44-44.ebr1.London1.Level3.net [4.69.167.30]

  9    47 ms    47 ms    54 ms  ae-58-113.csw1.London1.Level3.net [4.69.153.122]

 10    47 ms    47 ms    48 ms  ae-121-3507.edge4.London1.Level3.net [4.69.166.9 ]

 11    63 ms    65 ms    63 ms  195.50.122.66

 12    60 ms    91 ms    61 ms  85.205.116.6

 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.

Sure signal serial no. 21223459070

Thanks

Jan

[Retired-James]

Hi Zarafa,

Everything looks fine with the setup and registration so it should be working.

Can you confirm if you’re using the new Sky Hub or one of the older Belkin routers?

What light sequence are you now seeing?

When the router was rebooted have you reset the Sure Signal?

Reset your Sure Signal:

-Hold in the reset button until all lights go solid

-Pull the power lead and the Ethernet cable out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

-Plug the Ethernet cable back in

James

[Zarafa]

Hi

Please see below for ip address of router

IP Address                   94.9.29.79

Network Type               PPPoA

Gateway IP Address    2.127.238.152

[Retired-James]

Hi Zarafa,

Thanks for getting back to me.

I think that this could be something to do with the actual Sure Signal as we’ve seen a similar issue with the other version one Sure Signals.

So I can get my suspicions validated, I’ve sent this over to our support teams for a second opinion.

James

[chib]

Well, I now am with virginmedia for my Broadband (Cable) and the SS device works absolutely fine. You may wish to let Sky know that you'd leave unless this problem is rectified.

Good luck.

[Zarafa]

Hi James

It is a new Sky hub. The 1st, 2nd and 4th lights are lit. I have reset the router a couple of times but still no connection.

Thanks

Jan