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]

UPDATE:

Sky had an issue in the cabinet and have now resolved this with my Fibre and I am now getting the following speeds:

Download: 40Mbps

Upload: 6.7Mbps

But still having issues with Vodafone Sure Signal 3 device not connecting - having to keep resetting this, but still not connecting! This is ridiculous..

[Retired-James]

Hi mpev73,

Everything looks fine and I can see it last connected to the server Friday night.

As you are getting drop outs when on a call and when it’s idle, it would suggest that the data packets are being lost which is causing the VPN connection to close.

The first thing to check is the MTU setting in your router.

If you log into your router admin panel you will have the MTU size option which will normally be set around 1492.

If possible, please change this to 1500 as this will then stop the data packets becoming fragmented.

James

[mpev73]

James,

I'm unable to amend the MTU in the Sky Hub, however, this is set to WANOE so I am assuming the MTU is correct.

However, I continually have connection issues and constantly dropping calls throughout the day. Surely it can not just be the MTU setting?

Any advice? Is it something to do with the new design (plus socket) compared to the previous version..

[Retired-James]

Hi mpev73,

This type of issue is normally down to the bandwidth or the MTU settings due to data packets being fragmented and lost.

If you go into the WAN Setup on the router you should be able to change WANoE Only to Auto and then set the MTU to 1500.

I’d give this a go and see if things improve because I can see a few reports online, about people having issues with the WANoE setup.

James

[mpev73]

Jason,

The default settings on the Sky Hub are:

MTU: 1500

Router Mode: Auto (options are ADSL Only, WANoE only or Auto).. Setting to either of the 'Only' modes stops my internet access)

Conclusion then is that there must be an issue with the Sure Signal device or the way this is connecting. It does also seem that I had to deregister it and register it following Vodafone upgrading web account as I was unable to manage it in my profile either.  

For almost 2 weeks now, I have had very limited connection and this is getting to be an issue.

[Retired-Andy]

Hi mpev73,

With the MTU set to 1500 and the router set to Auto, there shouldn’t be an issue with the Sure Signal connecting to our servers.

Do you have the option of trying a different router?

We’ll need to test this for ourselves and see if we see the same issue.

I’ll be back when I have an update.

Cheers,

Andrew

[mpev73]

Thanks Andrew, but I don't have the option to try another router as Sky very kindly don't issue the login details any more.. I will also raise this with Sky, but we don't have any issues with our Three Mobile Home Signal device which works in the same way.

[Retired-Dave]

Hi mpev,

Are you able to try the Sure Signal on a different internet connection, for example a neighbour's or relative's?

This can help to see if the box itself is the cause - if it works as expected on a different connection we know it's working normally.

Dave

[Retired-Andy]

Hi mpev73,

We’ve not been able to find a Sky Fibre connection to try a Sure Signal on.

Sky Fibre uses the same IP ranges as Sky Broadband, but the router set up is different.

If you’ve managed to try Dave’s suggestion and the Sure Signal works, there’s something else you can try.

Switch off the Sure Signal and then do a factory reset of your Sky router.

Once the router has rebooted, connect and switch on the Sure Signal.

Let me know how you go on.

Cheers,

Andrew