Sure Signal 3, Sky Fibre - Continual Issues

[mpev73]

I have a Sure Signal 3 device issued from work due to living in a village with a remote signal and every single day I have issues with the device dropping connection.

I logged on yesterday to my account to discover the device hasn't registered in my account (even though I did this when I received this), so I had to re-register it yesterday. I had no connection throughout yesterday and have had to de- and re-register the device again today.

I continually get drop outs from signals and even during calls. Can you please confirm if the device is faulty or if there are other issues - I am having to reset this on a daily basis and on some occasions multiple times throughout the day.

Some results for your perusal:

BT WholeSale Broadband Test:

Download: 18.51Mbps

Upload: 0.46 Mbps

Ping Latency: 42.38ms

Speed Test: 16.51 Mbps / 0.47Mbps

Ping Test: 22ms

External IP: 151.230.7.79

Sure Signal Serial: 40130427475

Traceroute Results:

Marcus$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 skyrouter.home (192.168.0.1) 5.112 ms 2.258 ms 2.270 ms
2 * * *
3 ip-84-38-37-14.easynet.co.uk (84.38.37.14) 35.636 ms 21.308 ms 24.435 ms
4 027809a7.bb.sky.com (2.120.9.167) 51.688 ms 27.676 ms 22.785 ms
5 * * *
6 195.50.122.66 (195.50.122.66) 39.697 ms 38.153 ms 37.139 ms
7 85.205.116.14 (85.205.116.14) 34.042 ms 34.871 ms 34.482 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *

Any guidance, as this is really frustrating. My partner has a Three Mobile Home Signal Device which seems to be always working!

[mpev73]

I am unable to test this on another persons line as everyone locally is with BT and not SKY. Even when I was with BT the device continually dropped signal as well.

I have run additional tests:

Download: 35.47 Mbps

Uplaod: 6.12 Mbps

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  skyrouter (192.168.0.1)  10.813 ms  1.024 ms  0.914 ms
 2  * * *
 3  ip-84-38-37-14.easynet.co.uk (84.38.37.14)  19.008 ms  14.356 ms  10.920 ms
 4  ip-89-200-131-226.ov.easynet.net (89.200.131.226)  16.915 ms  12.280 ms  16.059 ms
 5  * * *
 6  195.50.122.66 (195.50.122.66)  28.996 ms  27.900 ms  27.072 ms
 7  85.205.116.6 (85.205.116.6)  24.168 ms  24.740 ms  25.027 ms

As a global customer, I had hoped that Vodafone might have provided better service than this. I also discovered that two friends and have moved from the Sure Signal 3 device back to their Old V2 device as this seems to be better for them and provides better service and coverage.

I am going to try and provide the device a static IP to see if this helps and is there any requirement for port forwarding? Some forums have this listed as an option to try, but to be honest, this type of device should just work!

[Retired-James]

Hi mpev73,

Thanks for getting back to us.

The tests look fine but it would be interesting to see if the static IP does change things.

When it comes to different internet connections, we’re very restricted as to what support we can give as we can only see the actual Sure Signal unit and its registration.

When going through port forwarding, you’ll need the following.

In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

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:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT customers only) - TCP/UDP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

James

[mpev73]

As a quick update, the static IP has made no difference to it it whatsoever - still no connection. I will try port forwarding today and see if this helps.

[mpev73]

Further update, I have set up Port Forwarding as per your note. I have rebooted the Sky Hub (sr101) and the BT Openreach modem and the Vodafone Sure Signal device and surprise surprise - still nothing!

I have changed cables around as well to ensure this isn't the issue.

I have a red light (ie power) and the internet light is flashing slowly and no other lights visible! As per your guide this states: (the network speed is not the issue)

light flashing slowly

This could indicate that the registration hasn’t

completed fully, or that the network speed has

dropped below acceptable limits

[mpev73]

I have now managed to setup another router attached to the sky hub though and still the VSS is not connecting. I also have a Three Mobile Hoem Signal device (for my partner) and this works 100% fine when connected to the Sky Hub directly and also the Draytek Router - no issues at all!

I spoke to Sky and it seems they have recently received a lot of calls regarding this, so something has recently changed either with Vodafone or Sky, but at the end of the day a resolution needs to be provided without having to amend ports / IPs etc.. This should be plug and play!

[grolschuk]

Another router plugged into the sky router wouldn't make a difference as the sky router will still be blocking things

Are you able to plug the Draytek into the BT modem if it has an ethernet WAN port?

I set up a Plusnet fibre connection on Tuesday with a draytek 2850 (i think), replacing the plusnet router they provided and the suresignal works fine.

All I had to do was make sure that the VPN Passthrough option was enabled (unticked in the case of the draytek) and it connected fine.

Maybe the sky router has a similar feature, it is often found in or around the firewall connection settings.

[mpev73]

Thanks grolschuk, Sky Fibre uses two devices - BT Openreach Modem (no access to manage this) and Sky Hub and the Draytek 2750 doesn't have a WAN port, so I might have to head out and buy a new device, but I'm trying to avoid this at the moment and use the provided equipment.

[grolschuk]

You have a 2750?

Ok, that totally changes things

WIth that you can ditch both the BT Openreach box, and the Sky box

Connect the cable from the wall socket to the VDSL port, instead of the BT box.

If you are ok with working your way around the menus and setting the router up for your account, the only gotcha is needing to set a VLAN tag on the VDSL conection to be 101 (normally disabled)

Try to get that working and an internet connection establed, and once it is, the suresignal will be a breeze

Edit: I've just noticed you don't have your sky login details, which will scupper the above plan

[mpev73]

Thanks again grolschuk..

I may have my sky login details (courtesy of wireshark) and am currently followng the protocols as suggested by Draytek, although first attempt didn't work, so we're investigating if I've captured the right information.

I'll have another crack at this and will update in a few hours, hopefully with positive outcome..

Eitherway though, the VSS should still work with the SkyHub and BT OpenReach Modem - so there is something going on at the moment creating an incompatability issue which does need to be resolved..

[grolschuk]

Let me know if you have no luck, and I will try and get screenshots from my 2850 (roughly the same) that i've had multiple SS plugged into and all working.

It should work with the other kit, but if the router has been modified by sky to add/remove features they do not think are needed for the every day user, then that could be why it isn't working. The secure VPN connection back to the vodafone network is fragile, and not expected by most ISPs (non-modified units work a lot better)