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

[hiwakey]

Hi

 I'm with Sky too (fibre broadband, Stony Stratford). Voda experienced signal problems in January that they were reluctant to admit to and took weeks to fix so (reluctantly) I bought a Sure Signal V2 off ebay to ensure signal in the house at all times as both my partner and I run our businesses from home and need the service available. The Suresignal I bought wouldn't deregister for the previous owner who did his level best for his ebay credits/feedback! Vodafone organised a return and then sent me a refurb V2 which worked no problems immediately I registered it. Unfortunately it stopped working after a few days. Vodafone then sent me a new Suresignal V3 which is not proving so easy to get going...

 I too have given the SS box a static ip address and configured port forwarding but nothing has worked yet so here I am again.  I have included the details you have been requesting from other people experiencing problems.  I'd be grateful for any advice, thanks. 

Download speed 30.48mbps
Uploads speed 5.02mbps
Pingtest: Line Quality B* MOS: 4.33
Ping: 31ms
Jitter: 1ms
Packet loss: unable to test
Server: Maidenhead. Distance 50 miles
ISP: Sky Broadband 176.252.104.76
Sure Signal Serial Number: 40130423524

C:\Users\myname>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    30 ms    31 ms    30 ms  ip-84-38-37-10.easynet.co.uk [84.38.37.10]
  4    34 ms    37 ms    45 ms  ip-84-38-37-227.easynet.co.uk [84.38.37.227]
  5    30 ms    31 ms    30 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  6    39 ms    39 ms    41 ms  195.69.145.123
  7    53 ms    47 ms    46 ms  188.111.129.25
  8    62 ms    62 ms    62 ms  85.205.116.6
  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.

Kind regards

hiwakey

[hiwakey]

Hi

 I'm with Sky too (fibre broadband, Stony Stratford). Voda experienced signal problems in January that they were reluctant to admit to and took weeks to fix so (reluctantly) I bought a Sure Signal V2 off ebay to ensure signal in the house at all times as both my partner and I run our businesses from home and need the service available. The Suresignal I bought wouldn't deregister for the previous owner who did his level best for his ebay credits/feedback! Vodafone organised a return and then sent me a refurb V2 which worked no problems immediately I registered it. Unfortunately it stopped working after a few days. Vodafone then sent me a new Suresignal V3 which is not proving so easy to get going...

 I too have given the SS box a static ip address and configured port forwarding but nothing has worked yet so here I am again.  I have included the details you have been requesting from other people experiencing problems.  I'd be grateful for any advice, thanks. 

Download speed 30.48mbps
Uploads speed 5.02mbps
Pingtest: Line Quality B* MOS: 4.33
Ping: 31ms
Jitter: 1ms
Packet loss: unable to test
Server: Maidenhead. Distance 50 miles
ISP: Sky Broadband 176.252.104.76
Sure Signal Serial Number: 40130423524

C:\Users\myname>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    30 ms    31 ms    30 ms  ip-84-38-37-10.easynet.co.uk [84.38.37.10]
  4    34 ms    37 ms    45 ms  ip-84-38-37-227.easynet.co.uk [84.38.37.227]
  5    30 ms    31 ms    30 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  6    39 ms    39 ms    41 ms  195.69.145.123
  7    53 ms    47 ms    46 ms  188.111.129.25
  8    62 ms    62 ms    62 ms  85.205.116.6
  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.

Kind regards

hiwakey

[hiwakey]

Update:- yesterday I had a flashing power light, the internet light was off and the service and phone lights both solid orange.

This morning the power light is solid and the internet light is flashing white; service and phone lights are both off. A couple of resets have not caused any change.

In both cases it has connected to the router (SagemF@st2504) and shows in  the list of attached devices

[Sukhi]

Hi Zarafa

Thanks for providing your Traceroute, everything looks fine to me although your SS has not connected with our servers for a couple of days. I've forced a re-sync could you perform a full factory re-set and let me know how you get on?

hiwakey - that light sequence suggests the SS is being configured. I've given it a re-sync from our end could you do the same and let me know what happens?

Thanks

Sukhi

[hiwakey]

Hi sukhi, thanks for response

Its gone back to flashing power light with service & phone lights solid orange again

[Zarafa]

Hi Sukhi

I have performed a factory reset but it still hasn't connected.

Jan

[hiwakey]

Mine has now gone back to the solid power light/flashing white internet scenario

[Retired-Kay]

Good Afternoon hiwakey and Zarafa, 

As everything looks fine with the information you've already provided we now need you to try the Sure Signal at a different location. 

Normally a resync and reboot would resolve the issue however; as we've tried this and it hasn't worked we need to make sure the Sure Signal isn't faulty. 

Let me know how you get on. 

Kay

[Zarafa]

Hi Kay The sure signal is not faulty as it worked fine up until Friday when it was connected to a BE Unlimited router. It stopped working when I connected it to the SKY router. I have read numerous posts where other people have experienced the same problem and Vodafone has extended their IP range. I think the issue is something other than the box itself. Thanks Jan

[Retired-Lee]

Hi there Zarafa,

Thanks for posting.

Your VSS connected to our servers yesterday at 7:48pm.

Can you confirm you've now got a connection?

Thanks,

LeeH