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

[Adam2K]

I've tried resetting it twice, still nothing.

I originally tried it on a Virgin Media connection; when plugged directly into the modem it worked, then I plugged my computer in and could only get one or the other to work, depending on which was booted first.

I tried it through a router and it didn't work.

[Retired-Kay]

Hi Adam2K, 

Reading through this thread, a couple of times you've mentioned connecting your computer to your Sure Signal. 

Can you confirm that your Sure Signal is connected to your router and that there are no other connections by ethernet cable to your Sure Signal? It won't work if you connect your computer to the Sure Signal. 

Kay

[Adam2K]

Right now the sure signal and computer are plugged directly into the sky modem/router, the sure signal using the cable which came with it, although I have tried using a different cat5 cable.

I have previously tried plugging the computer into the sure signal which is supposed to work, but doesn't.

[Retired-Andy]

Hi Adam2K,

Thanks for the information.

The next thing I’d suggest is to try the Sure Signal on a different internet connection e.g. a friend or family member.

If it works there then it would indicate there’s something in your current set up that’s preventing the Sure Signal from maintaining a stable connection to our servers.

If it doesn’t work in this other location, the Sure Signal may be faulty and would need to be sent for repair.

As your unit is now out of warranty, the repair would cost £65. Alternatively you may wish to consider a new one at a cost of £100.

Thanks

Andrew

[Adam2K]

Why the hell would I waste £100 on a new one when this one has never worked?

I'll probably just try a different network.

[marsden2809]

Hi, i have a problem with my sure signal box with sky broadband and wondered if you may be able to help, info as follows:

Speed test 37.69 mbps download and 8.52 Upload

10ms Ping Test

151.229.162.183 IP ADDRESS

TRACEROUTE

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1     3 ms     1 ms     2 ms  SkyRouter.Home [192.168.0.1]   2     *       25 ms    14 ms  97e72002.skybroadband.com [151.231.32.2]   3    12 ms    13 ms    14 ms  02780988.bb.sky.com [2.120.9.136]   4    15 ms    14 ms    14 ms  ip-84-38-37-187.easynet.co.uk [84.38.37.1   5    10 ms    11 ms    10 ms  195.50.122.113   6   115 ms    27 ms    29 ms  195.50.122.66   7    26 ms    25 ms    24 ms  85.205.116.10   8     *        *        *     Request timed out.   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.

Sure Signal Serial Number: 40132113347

Thanks

Jason

[Sukhi]

Hi marsden2809

Thanks for the traceroute. I can see your Sure Signal last connected to our servers on the 05/09/2013, as it's been a couple of days I've re-synced it. Can you factory do a factory reset and let me know if this helps?  

VSS Factory Reset

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour

Cheers

Sukhi

[crookie121]

Hi,

I'm having a similar problem. I've recently upgraded my Sky Router and since then i am get very poor/no signal from my sure signal box even though the lights show everything is fine. I've run the tests as detailed above and the results are posted below:

Download – 4.8Mbps

Upload – 0.6Mbps

Ping – 83mS

IP Address - 94.11.11.236 

C:\Users\Crookie>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     2 ms     2 ms  SkyRouter.Home [192.168.0.1]

  2    28 ms    28 ms    30 ms  5e0b0bfe.bb.sky.com [94.11.11.254]

  3    26 ms    25 ms    25 ms  10.245.132.97

  4    41 ms    39 ms    39 ms  te0-1-0-2.er11.enslo.ov.easynet.net [89.200.135.

159]

  5    35 ms    35 ms    35 ms  ae55.edge3.London2.Level3.net [212.187.201.57]

  6     *        *        *     Request timed out.

  7    38 ms    35 ms    35 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]

  8    48 ms    35 ms    35 ms  ae-57-112.csw1.London1.Level3.net [4.69.153.118]

  9    36 ms    35 ms    35 ms  ae-1-51.edge4.London1.Level3.net [4.69.139.74]

 10    58 ms    64 ms    63 ms  195.50.122.66

 11    50 ms    75 ms    49 ms  85.205.116.6

 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.

Regards,

Neil.

[Retired-Dave]

Hi crookie121,

This all looks OK, but you don't seem to have posted your Sure Signal serial number.

If you can get us that we'll be able to take a look on our system as well for any clues.

Can you also try connecting the Sure Signal to a different port on the router for me?

Finally for now, does the Sure Signal still work normally on the old router?

Dave

[martynah99]

Hi, Same issue:- can you help please?

Sky Broadband and router,

PingTest: 27ms

Speed: 17.22Mbit/s down,  0.97 Up.

IP 90.206.232.56

SureSignal v3 (the plug shaped one): 40123307973

C:\>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 [16.1.1.254]
  2    22 ms    24 ms    23 ms  bm0.thbg-dhcp.isp.sky.com [90.206.232.62]
  3    22 ms    21 ms    21 ms  10.245.209.177
  4    31 ms    31 ms    31 ms  027808ed.bb.sky.com [2.120.8.237]
  5    25 ms    25 ms    25 ms  ae55.edge3.London2.Level3.net [212.187.201.57]
  6    25 ms    25 ms    25 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  7    27 ms    27 ms    27 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
  8    27 ms    27 ms    27 ms  ae-57-112.csw1.London1.Level3.net [4.69.153.118]

  9    27 ms    28 ms    27 ms  ae-1-51.edge4.London1.Level3.net [4.69.139.74]
 10    92 ms    44 ms    43 ms  195.50.122.66
 11    44 ms    43 ms    44 ms  85.205.116.10
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.

I have power, and white connection and service lights, but no 'in-use' light lit. My Iphone 4s despite being turned off and on, flight mode and non-flight mode will not attach to the device.

thanks

Mart.