Sure Signal with Sky Broadband

[andyhurst1967]

I have just received a new VSS-3 and connected it to my Sky Router (Sagem router), also registered it correctly via "myvodafone".

However it doesnt seem to work, the red power light is on and the internet & signal white lights are on.  But the handset light isnt on and the unit is not working.

I contacted Vodafone support this afternoon and they reset my VSS-3 and i turned off and back on my 3G signal on both my phone and iPad, but still is not working. 

I was then told that i need to ensure certain PORTS are open on my router.  I contacted SKY and they informed me that they dont support this issue.

Can anyone help me please?

Regards

Andy

[Retired-Lee]

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

LeeH

[andyhurst1967]

Lee,

My VSS is still not working here is the info your requested;

Your speed test results - downstream 15.19Mbps,  upstream 0.89Mbps
Your ping test results - ping 36ms, jitter 5ms, line qual B*, server Milton Keynes (50 miles)
Your external IP address - 2.216.52.222
The results of a traceroute. 

(null):~ andrewhurst$ tracert 212.183.133.177
-bash: tracert: command not found

Your Sure Signal serial number: 40123637809

Do i need to open some PORTS on my Sky router?

thank you

Regards

Andy 

[Ben_H]

Hi Andy,

Thanks for getting back to us. The ports you're referring to are 8, 50, 123, 500, 4500.

 Something that I've noticed is that your traceroute command failed. Are you using a Mac or do you have any security protocols such as firewalls, ant-virus programmes or work tools that would prevent its execution?

Cheers, Ben

[andyhurst1967]

Ben,

Yes i am using a Macbook Pro.

How do i open those ports up in my Sagem router?

Regards

Andy

[Retired-James]

Hi andyhurst1967,

You can open the ports by following the instructions for your router from here.

In regards to the traceroute, it should still show the full results by using the instructions below however, there could be something that is stopping the command from being executed.

MAC Traceroute command

Open Terminal (Applications, Utilities)

Type 'traceroute 212.183.133.177'

Enter

James

[andyhurst1967]

James,

Below is the traceroute info;

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 myrouter.home (192.168.0.1) 3.733 ms 0.727 ms 0.818 ms
2 02d834fe.bb.sky.com (2.216.52.254) 23.826 ms 23.438 ms 23.789 ms
3 10.245.146.193 (10.245.146.193) 23.017 ms 22.229 ms 23.152 ms
4 89.200.131.181 (89.200.131.181) 31.807 ms 31.495 ms 31.817 ms
5 bu4.gr10.telon.uk.easynet.net (89.200.135.145) 29.950 ms 29.365 ms 28.176 ms
6 amdgw1.arcor-ip.net (195.69.145.123) 42.153 ms 34.878 ms 36.099 ms
7 92.79.213.137 (92.79.213.137) 42.514 ms 47.296 ms 48.274 ms
8 85.205.116.2 (85.205.116.2) 56.611 ms 54.543 ms 53.889 ms

[Sukhi]

Hi andyhurst1967

Thanks for coming back to us, the light sequence you've provided means that the Sure Signal is ready to use. I can see that it updated at 15:15 today.

Can you let me know what handset you're using? And is it 3G compatible?

Sukhi

[andyhurst1967]

Hi Sukhi

I have the iPhone 5.

Regards
Andy

[Retired-PaulE]

Hi andyhurst1967, 

You've got two numbers registered against your Sure Signal - are either of them picking up a 3G signal? Is the other handset an iPhone 5 as well?

Everything we can see would suggest a Sure Signal in perfect working order - it updated again with our server at 3:15 this morning as we would expect it to.

Have you got a friend or family memeber on Vodafone that you can register to your Sure Signal? If so, can you try this and let me know how you get on - also, are you able to connect your Sure Signal to another broadband connection to see if it starts working?

Cheers

Paul