Sure Singal with Sky Hub not working

[patelr]

Hi,

My VSS suddenly stopped working last week for an unknown reason.  I believe is the the first generation VSS.  Of the four lights only, the first light remains green.  All the others are off.

I have reset is several times to no avail.  My tracert details are as follows:

C:\Users\Admin>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     7 ms     8 ms    14 ms  02780966.bb.sky.com [2.120.9.102]  

4    69 ms     8 ms    17 ms  ae99.edge3.London2.Level3.net [212.187.201.57]  

5    13 ms    15 ms    13 ms  ae-3-3.ebr1.Paris1.Level3.net [4.69.141.86]  

6    15 ms    14 ms    15 ms  ae-81-81.csw3.Paris1.Level3.net [4.69.161.86]  

7    15 ms    14 ms    14 ms  ae-3-80.edge5.Paris1.Level3.net [4.69.168.136]  

8    14 ms    15 ms    16 ms  CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200. 78]  

9    16 ms    17 ms    15 ms  195.2.9.193  

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\Admin>

I would appreciate any guidance you can provide on solving this.

I last had a similar issue several years ago when Sky introduced new IP ranges which required alterations to the Vodafone firewall whitelist.

Regards

[Retired-Kay]

Hi patelr,

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.

Your Sure Signal serial number:

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

Thanks

Kay

[patelr]

Hi,

As requested, the results of the tests are as follows:

Speed Test: Download - 37.34mbps; Upload - 9.58mbps

Ping Test: Line Quality - B*; Ping - 26ms; Jitter - 1ms; Packet Loss - Unable to test

External IP Address: 151.225.159.168

Serial No.: 21224645990

Regards

[Retired-Kay]

Hi patelr, 

There was a failed location change on your account which may have caused some issues. 

I've updated this for you and done a resync. Please do a reset to complete the process;

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

Thanks, 

Kay

[patelr]

Hi,

Unfortunately, I have tried this reset sequence several times to no avail:

- hold reset buttons until all four lights comes on sequentially (vs. all at the same time)
- keeping the reset button depressed whilst the unit is powered on and off
- keeping the reset button depressed until all lights come on in sequential order

Let me know what else can be done.

Regards

[Retired-Andy]

Hi patelr,

Your Sure Signal connected to our servers at 23:27 last night, is everything now working for you?

If not, try the extended reset process below and let me know how you get on.

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• Re-insert the Ethernet cable.

Cheers,

Andy

[patelr]

Hi,

I've tried this other sequence to no avail. SS now has the top 2 green lights on but my mobile continues to be without a connection.

Regards

[Gemma]

Hi patelr,

I can see your Sure Signal made connection with the network at 03:24 am today.

Is everything ok now?

If not please can you test it with a different internet connection?

Please also see the below to check your ports:

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:

8 – TCP/UDP                 (All routers)

50 – TCP/UDP               (All routers)

53 – TCP/UDP               (Virgin Super Hubs)

67 – UDP                      (Virgin Super Hubs)                                                    

68 – UDP                      (Virgin Super Hubs)                                        

123 – UDP                    (All routers)     

500 – UDP                    (All routers)     

1723 – TCP/UDP           (BT Home Hubs)          

4500 – UDP                   (All routers)     

33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

BT Infinity Customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

Once this has been selected please restart your router and Sure Signal.

Please let us know how you get on.

Thanks,

Gemma

[patelr]

Hi,

I can confirm that my phone managed to connect for a while viis SS last night/early this morning but the connection does not seem to sustain itself. Again this evening, I am left without a signal.

Before I try port forwarding, is there any explainable reason for this erratic behaviour?

Many thanks

[Retired-James]

Hi patelr,

The random behaviour can be down to an issue with the line quality, a port being blocked, the broadband router not allowing a VPN connection or even a faulty Sure Signal.

If you’re still having trouble after going through the port forwarding setup, the next thing to try is to connect the Sure Signal onto a different internet connection at a friend or family member’s house.

This will rule out a faulty Sure Signal if it works fine.

James