Sure signal not working with Sky broadband

[Zarafa]

Hi

I changed my ISP on 15 March from BE Unlimited to Sky.  Unfortunately the Sure Signal hasn't worked since.  As I am still in the cooling off period I would be grateful if you could advise whether it will work or should I cancel my subscription.  After reading lots of messages on the forums and attempting to give the SS box a static ip address and configuring port forwarding but nothing has worked so I have returned everything back to their original settings.  I have included the details you have been requesting from other people experiencing problems.  I'd be grateful for any advice, thanks. 

Download speed 4.76mbps
Uploads speed 0.68mbps
Pingtest: Line Quality B* MOS: 4.33
Ping: 31ms
Jitter: 1ms
Packet loss: unable to test
Server: Milton Keynes Distance 50 miles
ISP: Sky Broadband 2.216.7.249
Sure Signal Serial Number: 21223459070
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Zarafa>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 26 ms 25 ms 25 ms 02d807fe.bb.sky.com [2.216.7.254]
3 * * * Request timed out.
4 36 ms 31 ms 31 ms 02780888.bb.sky.com [2.120.8.136]
5 39 ms 31 ms 32 ms ip-84-38-37-144.easynet.co.uk [84.38.37.144]
6 31 ms 31 ms 31 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
7 54 ms 60 ms 59 ms AMDGW1.arcor-ip.net [195.69.145.123]
8 64 ms 60 ms 58 ms 188.111.129.25
9 61 ms 61 ms 61 ms 85.205.116.6
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.

Kind regards

Jan

[hiwakey]

I've moved it within the house - it now shows a flashing power light and a solid orange phone symbol. It doesn't now show up in the list of attached devices. 30second reset doesn't make a difference.

It didn't seem to like connecting through the homeplug in my alternative location?? Shouldn't make a difference but...

[hiwakey]

I've reset my suresignal as advised above several times now but unfortunately haven't seen anything different happen as yet

[chib]

Hi All, my very first post on the forum. Same problem with my Suresignal......I am on Sky Broadband(Unlimited) All I have got working is the red connection light. Had called Vodafone earlier to complain and was told to do a reset which didn't solve the problem. I was also asked to place my iPhone 3GS on top of the suresignal device while it was on 'airplane mode'.....Did not resolve the issue. I have just come from the Vodafone shop in Welwyn Garden City where I had physically gone with the suresignal device and was advised to come to this forum. I have an Alcatel-Lucent device model no 9361

[Retired-PaulE]

Hi there hiwakey, 

Are you able to try your Sure Signal on an entirely different connection (a friend/relative or neighbour's house) to see if it starts working?

@chib, can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Paul

[hiwakey]

Ive been able to try it at a neighbour's house. They have a TalkTalk router and the SureSignal worked fine. You may be able to see that it connected to Vodafone?

[chib]

Hi,
I disconnected the sky anytime (on demand) cable completely from the sky router and left only the sure signal device connected and it appears to have done the magic.......Shall let it stay this way for the next 24 hours before trying to reconnect the sky anytime cable back. Keeping my fingers crossed.

[hiwakey]

I did the same and it worked too. Posting this thru the Suresignal just to make sure...
I've connected the Sky box up again & it isn't affecting the Suresignal btw

[chib]

Finally resolved ! The problem all along was the cable connecting the sure signal box to my router. I removed the Ethernet cable from my sky+ box and connected it to my router and the sure signal box and.........SUCCESS ! Not one flicker.....Go for it.

[Zarafa]

Hi I have had to reboot my Sky router and now my phone no longer connects to the sure signal box. I have tried all the previous solutions in this thread but to no avail. Are you able to help please? Jan

[Retired-James]

Hi Zarafa 

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

James