sure signal problem

[philtinsley]

Hi

i have recently changed internet provider from TalkTalk to Sky, but i cant get my sure signal to work on my new hub.

i have the first version of sure signal and have 1st and 2nd lights lit and the 4th lit but still have no sevice on my phone.

is there any settings that i need to change in my new sky router? or is the sure signal even compatible with this hub?

Cheers for any help

Phil

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[philtinsley]

Hi Matt

i've carried out the tests results are below

speed test :download 2.67mbps

upload 0.41

ping test:46ms, jitter:4ms, line quality B*

IP 176.253.65.252

sure signal serial no 21229077124

:\Users\administator>tracert 212.183.133.177

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

 1     2 ms     3 ms     1 ms  SkyRouter.Home [192.168.0.1]
 2     *        *        *     Request timed out.
 3    37 ms    31 ms    49 ms  ip-89-200-131-115.ov.easynet.net [89.200.131.1

 4    75 ms    31 ms    31 ms  te0-1-0-5.er10.thlon.ov.easynet.net [89.200.13
27]
 5    60 ms    30 ms    30 ms  195.50.122.113
 6    45 ms    47 ms    47 ms  195.50.122.66
 7    56 ms    49 ms    62 ms  85.205.116.10
 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.

race complete.

:\Users\administator>

hope this means something to you as its way above me!!

[Ben_H]

Hi Phil,

Thanks for posting that info. Don't worry, we can pull out the bits we need and it all looks good so far as the traceroute and IP are concerned. It does look like your unit has struggled to swap over to the new router though.

I've pushed a manual re-synchronisation through for you from this end. You'll need to reset the Sure Signal to complete the action and it can take up to an hour to come back online after.

If that doesn't work, try using the online log in to deactivate your Sure Signal completely and then register it from fresh as that will also send new profiles down for you.

Let me know the outcome!

Cheers, Ben

[philtinsley]

Hi Ben

when you say deactivate the box are you meaning deregister the sure signal on line?

cheers

Phil

[philtinsley]

Hi Ben

ive deactivated and reactivated the sure signal box now it has the 3 lights on as if its working but i still have no signal. i spoke to vodafone this morning and they text me some info about opening some ports on my router,

i have had a go at doing this following online guidelines and still i have no signal.

do you think it could be my sure signal box thts faulty? although it worked perfectly on Monday before i swapped the routers.

Cheers

Phil

[Retired-Dave]

Hi philtinsley,

Are you able to try the old router again to test?

I can also see that you re-registered the Sure Signal almost immediately. It's best to wait an hour or so inbetween to allow the system to pick up the changes.

Dave

[philtinsley]

Hi Dave

im not able to test it on the old router as i dont have it any more its becoming a real problem as we have 4 phones none of which work at home now. i tried speaking to sky they say there shouldnt be a problem and all ports are open on my router and that plenty of people on sky use the sure signal, but i have tested the ports and the software says they are closed. ive gone through the sky guide to open ports off their website but it does not make any difference.

ive run out of ideas now i cant see why the sure signal wont just connect like everything else.

any ideas?

[Ben_H]

Hi philtinsley,

Thanks for updating us. Can you try the deregistration again and leave it for an hour as Dave mentioned so that the system has a chance to pick it up before you register it again? 

Cheers, Ben

[philtinsley]

Hi Ben

de-redgistered yesterday and then re-registered today Aproximatley 15 hours later no chage no signal

3 green lights on as if its working but no signal

spoke to sky they said the ports requied are open and said thats all they can do due to being a third party equipment.