Sure signal only lights 1 and 2 are lit

[Zarafa]

Hi, I unplugged my sure signal (v1) on Sat and it has not been working since. I have a Sky router which I have rebooted. I have reset the box, deregistered then reregistered, given the box a static ip address. No matter what I do only lights 1 and 2 are lit. After about 20 minutes of resetting the box all the lights stay on then they sequence through 1, 2 3 and 4 but eventually only 1 and 2 stay lit.

Please see tracert results
C:\Users\Zarafa>tracert 212.183.133.181
Tracing route to 212.183.133.181 over a maximum of 30 hops
1 1 ms 1 ms 1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 34 ms 32 ms 33 ms 0278095e.bb.sky.com [2.120.9.94]
4 34 ms 35 ms 35 ms lndgw2.arcor-ip.net [195.66.224.124]
5 32 ms 35 ms 32 ms 85.205.0.93
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.

Can you please reset my box from your end, thanks.

[DaveCD]

@Zarafa 

The lights you're seeing indicate that it's not sending the data through to our servers.

This may be something as simple as a faulty Ethernet cable so try using a different one.

Please ensure that the following ports are open on your router:

Ports to be opened for forwarding

• 8 (TCP & UDP)

• 50 (TCP & UDP)

• 53  (TCP & UDP)

• 67 (UDP)

• 68 (UDP) 

• 123 (UDP)

• 500 (UDP)

• 1723 (TCP & UDP)

• 4500 (UDP)

• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179

• 183.133.181-182

• 183.131.128-191

Once these have been checked, reset the Sure Signal as follows:

• Unplug the ethernet cable from the 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

• Plug the cable back in

• Allow around one hour for the Sure Signal to come back online.

So we can take a look from this end, please provide the serial number of your Sure Signal.

DaveCD

[Zarafa]

Hi

I have completed your suggestions below.

Please see attached file for portforwarding of Sagem sky hub configuration.  Can you please advise if this is correct.  Can you also advise how I allow the IP addresses you quoted.

The serial number of the ss box is 21223459070

Thanks

[Amanda]

Hi @Zarafa 

Thanks for getting back to us. We've resent an update to your device. 

Once 24 hours has passed, please switch any registered phones (that are in range of the Sure Signal) off and on again. 

If you're still having issues after this, then we'll need you to try your device in another location. 

Thanks,

Amanda