Sure signal and Sky hub

[MiffNuts]

Having problems with our sure signal box. The power light is on steady but none of the other lights on the front are on. The lights on the network port both turn on for a few seconds and turn off, over and over.

Performed a traceroute

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

1 2 ms 1 ms 1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 43 ms 47 ms 45 ms 02780964.bb.sky.com [2.120.9.100]
4 46 ms 45 ms 46 ms ip-84-38-37-246.easynet.co.uk [84.38.37.246]
5 39 ms 40 ms 39 ms ae99.edge3.London2.Level3.net [212.187.201.57]
6 40 ms 41 ms 40 ms ae-0-11.edge4.London2.Level3.net [4.69.200.126]

7 42 ms 40 ms 42 ms ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
8 42 ms 41 ms 40 ms ae-43-43.ebr1.London1.Level3.net [4.69.167.26]
9 41 ms 42 ms 40 ms ae-57-112.csw1.London1.Level3.net [4.69.153.118]

10 41 ms 39 ms 41 ms ae-122-3508.edge4.London1.Level3.net [4.69.166.13]
11 85 ms 60 ms 67 ms 195.50.122.66
12 191 ms 58 ms 59 ms 85.205.116.10
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.

Hop 2 shows the same timeout no matter what address is pinged (even tracing google.com does it)

http://www.speedtest.net/ give a ping of 43ms Download of 2.65 Mbps and upload of 0.68Mbps

http://www.pingtest.net/ says line quality B, ping 60ms, Jitter 27ms

http://www.whatsmyip.net/ gives address of 94.5.218.249

And the sure sigal serial number is: 40132104098

Thanks

[MiffNuts]

Forgot to say the box has been working normally since the 25th of July and went faulty 15 September.. 

[Retired-James]

Hi MiffNuts,

Everything looks fine with the registration although I can see it’s not connected to the server in a few days.

Due to this I’ve re-synced it remotely.

If this doesn’t fix the problem, please try a reset on the Sure Signal to try and force a connection to the server.

Reset your Sure Signal:

-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.

James

[MiffNuts]

Tried resetting it. Twice. Still no joy.

[MiffNuts]

Hi James,

Reset did not work.....................

Please advise next step

thank you

[Retired-James]

Hi MiffNuts,

Thanks for getting back to me.

I’ve seen another user who had a similar issue but they’ve not come back to me.

Can you log into your router admin panel and confirm what settings you have under the WAN Setup?

Are you showing the protocol as WANoE, ADSL or Auto?

If you change this to Auto and then restart the router and then the Sure Signal, it should pick the connection back up.

James

[MiffNuts]

Hi James,

Managed to check, auto was already selected.  I reset the router anyway adn then reset the sure signal, still not working.

Please advise next step?

Thanks

Miffnuts

[MiffNuts]

Hi James,

Please advise any other possible solution otherwise I will need to return the faulty Sure Signal device to the Vodafone shop to obtain a replacement.

Thanks for your help

[Jenny]

Hi MiffNuts,

Thanks for getting back to us.

Even though James re-synced this and you tried a factory reset, your Sure Signal still hasn’t updated, which means it’s not connecting to the server.

Please can you try this on another connection (using a friend or family member’s connection) as this will help us determine if the fault is lying with your internet connection or the Sure Signal itself.

Let us know how you get on.

Thanks,

Jenny 

[MiffNuts]

Hi Jenny,

Thanks for your reply.

You'll have to excuse my ignorance-my internet connection is working fine. for what reasons would it not connect to the server.

thanks