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T_Slinger · ‎10-11-2014

Hi

My sure signal has stopped working, I have forward all the relevant ports but to no avail. The light sequence appears to change frequently so I have tried the suggested steps for an number of sequences and this is has not helped. Can you advise further?

Thanks

Tom

Sukhi · ‎11-11-2014

Hi @T_Slinger

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

Sukhi

T_Slinger · ‎11-11-2014

Thanks for responding, the results are below: Speed test: http://www.speedtest.net/my-result/3901947339 Ping test: http://www.pingtest.net/result/110414072.png IP address: 81.105.32.174 IPv6 address: ::ffff:5169:20ae Trace: C:\windows\system32>tracert 212.183.133.177 Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops: 1 4 ms <1 ms 2 ms 192.168.0.1 2 22 ms 10 ms 10 ms cpc19-stkp7-2-0-gw.10-2.cable.virginm.net [81.10 5.32.1] 3 10 ms 13 ms 10 ms bagu-core-2a-xe-013-0.network.virginmedia.net [8 2.8.210.9] 4 10 ms 11 ms 12 ms manc-bb-1d-ae10-0.network.virginmedia.net [80.5. 161.241] 5 * * * Request timed out. 6 * * * Request timed out. 7 10 ms 13 ms * brhm-bb-1c-ae0-0.network.virginmedia.net [62.254 .42.110] 8 * * * Request timed out. 9 19 ms 22 ms 20 ms lndgw2.arcor-ip.net [195.66.224.124] 10 19 ms 20 ms 21 ms 85.205.0.86 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: 21228603920 Thanks

Ben_H · ‎12-11-2014

Hi Tom,

Thanks for posting your results. Your unit has been failing to connect to our servers since 5 November.

Please test another Ethernet cable and if possible an alternative power lead. With it being such an old device now, it could be a hardware issue.

Thanks,

Ben

AndroidFamily · ‎12-11-2014

Same problem here. My trace route has similar result:

Microsoft Windows [Version 6.3.9600]

C:\Users\Jason>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 [192.168.0.1]

2 * * * Request timed out.

3 17 ms 17 ms 17 ms 0278095a.bb.sky.com [2.120.9.90]

4 20 ms 18 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]

5 17 ms 16 ms 16 ms 85.205.0.86

6 * * * Request timed out.

7 * * * Request timed out.

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.

C:\Users\Jason>

AndroidFamily · ‎13-11-2014

Thanks for the reply, I have tried trouble shooting with no luck. So here is the info you requested:

Your speed test results: http://www.speedtest.net/my-result/3906677025

Your ping test results: http://www.pingtest.net/result/110537836.png

Your external IP address: 94.13.154.39

The results of a traceroute:

Microsoft Windows [Version 6.3.9600]

C:\Users\Jason>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 1 ms SkyRouter.Home [192.168.0.1]

2 * * * Request timed out.

3 21 ms 17 ms 30 ms 0278095a.bb.sky.com [2.120.9.90]

4 20 ms 18 ms 21 ms lndgw2.arcor-ip.net [195.66.224.124]

5 17 ms 16 ms 17 ms 85.205.0.86

6 * * * Request timed out.

7 * * * Request timed out.

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.

C:\Users\Jason>

Your Sure Signal serial number: 21223147717

AndroidFamily · ‎12-11-2014

Similar problem here:

Microsoft Windows [Version 6.3.9600]

C:\Users\Jason>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 [192.168.0.1]

2 * * * Request timed out.

3 17 ms 17 ms 17 ms 0278095a.bb.sky.com [2.120.9.90]

4 20 ms 18 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]

5 17 ms 16 ms 16 ms 85.205.0.86

6 * * * Request timed out.

7 * * * Request timed out.

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.

C:\Users\Jason>

T_Slinger · ‎14-11-2014

From looking at some other posts it appears there is a firmware upgrade that may need to be applied from your end, please can you advise further?

LeeJS · ‎15-11-2014

Hi @AndroidFamily,

I've requested a firmware update for you.

As this will take a few days, if you could switch all the phones connected to the Sure Signal off and back on again on Tuesday, things should be sorted.

@T_Slinger - In your router settings, you need to make sure that IPSEC is ticked. If you're unsure on how to do this, please contact your internet service provider.

Thanks,

Lee

T_Slinger · ‎15-11-2014

Thanks, that is enabled please can you also upgrade my firmware?

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