Sure Signal v2 only power light on - Sky router

[davemorgs]

Hi

Until a few days ago our Sure Signal was working fine, hooked up to a Sky router.

I added my wifes new mobile number and within a day the SS was not working.

I've reset it a few times, replaced the cable to the router and it's still not working.

Checked various settings on the router which are fine.

My SS box is model 9361 s/n 4012050052.

Sky router is model SR101.

I need to get the SS working again as I rely on my mobile while on call for work!

Help please !!

[Retired-Matt_Vo]

Hi

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Matt
Moderator

[davemorgs]

As requested please see below. I also don't have any lights on the back of the SS where the lead from the router goes in, despite replacing the cable. When I unplug and then reset the box both lights flash and then go out !

Serial no 40120500554

Download 21.63 Mbps

Upload 9.01 Mbps

Ping 15ms, 0% packet loss, 0ms jitter, line quality A MOS 4.40

IP address 151.225.106.112, IVP6 ::ffff:97e1:6a70

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    19 ms    15 ms    15 ms  ip-84-38-37-68.easynet.co.uk [84.38.37.68]  

4    65 ms    13 ms    15 ms  ae99.edge3.London2.Level3.net [212.187.201.57]  

5    14 ms    17 ms    13 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

6    14 ms    37 ms    13 ms  ae-3-3.ebr1.London15.Level3.net [4.69.141.189]  

7    24 ms    13 ms    13 ms  ae-44-44.ebr1.London1.Level3.net [4.69.167.30]  

8    12 ms    23 ms    24 ms  ae-56-111.csw1.London1.Level3.net [4.69.153.114]

9    13 ms    13 ms    12 ms  ae-121-3507.edge4.London1.Level3.net [4.69.166.9 ]  

10    46 ms    41 ms    45 ms  195.50.122.66  

11    31 ms    32 ms    32 ms  85.205.116.2  

12     *        *        *     Request timed out.  

13     *        *        *     Request timed out.  

[Ben_H]

Hi davemorgs,

Thanks for posting your details. Your speeds, traceroute and IP all check out fine. 

Your Sure Signal hasn't 'touched base' with our servers for a few days now so I'm going to push a manual sync through. So that it completes, can you: 

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.

The Sure Signal will come online in around 1 hour but if you need a hand with anything else, let me know.

Cheers, Ben

[davemorgs]

Hi
I've tried this a few times, the lights on the front flash on then off, and then the power light remains on.... nothing afte that !

[davemorgs]

Still not working.... tried to call.on 191 but can't get through ! Help please !

[Retired-James · Accepted solution]

Hi davemorgs,

It’s still not updated on the server.

I can see that you mention that there’s no light on the back where the Ethernet cable is plugged in.

Is there a light flashing on the router where the cable is plugged in?

If not, can you try a different port on the router or another device to see if this works when connected through the same port?

James

[davemorgs]

Well that worked ! Thanks

[davemorgs]

Hello

I posted on here last week and thought that the problem had been solved by switching the internet cable from one port to another in the back of my Sky router... this enabled my phone to be connected to the SS for 15-20 minutes and then back to the same problem of a solid power light.

I have switched off the SS, moved the internet cable again, both phone/internet lights flash for a while and then back to the solid red light. Below are my test results this morning:

Help please !

Speed test: Download 21.70, upload 8.87.

Ping: 15ms, jitter 1ms

External IP: 151.225.106.112 ; IPV6: ::ffff:97e1:6a70

Serial no: 40120500554

Traceroute:

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    15 ms    15 ms    15 ms  ip-84-38-37-68.easynet.co.uk [84.38.37.68]  

4    13 ms    13 ms    13 ms  ae99.edge3.London2.Level3.net [212.187.201.57]  

5    14 ms    13 ms    13 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

6    14 ms    13 ms    13 ms  ae-3-3.ebr1.London15.Level3.net [4.69.141.189]  

7    14 ms    13 ms    14 ms  ae-42-42.ebr1.London1.Level3.net [4.69.167.22]  

8    12 ms    13 ms    14 ms  ae-56-111.csw1.London1.Level3.net [4.69.153.114]

9    14 ms    12 ms    13 ms  ae-122-3508.edge4.London1.Level3.net [4.69.166.1 3]  

10    32 ms    31 ms    31 ms  195.50.122.66  

11    31 ms    30 ms    30 ms  85.205.116.2  

12     *        *        *     Request timed out.  

13     *        *        *     Request timed out.  

14     *        *        *     Request timed out.  

15     *        *        *     Request timed out.  

16     *        *        *     Request timed out.  

[Retired-Dave]

Hi davemorgs,

Are the Ethernet lights on the Sure Signal working when using this new router port? If they're not, then the router has stopped passing data to the Sure Signal again.

I'd also check that the router ports and firewall are set up correctly in case something there is causing this.

Ports to be open for forwarding on the router:

•  8
•  50
•  53 
•  67
•  68 
•  123
•  500
•  1723
•  4500
•  33434 - 33445

IP addresses to allow on the router and firewall:

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

Dave