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nightingalecour · ‎08-01-2013

Hi I have recently moved to sky BB, I have connected my VSS box but only got green flashing power light can you enable this at your end for me my ip address is 2.220.95.106

Regards

Richard

Retired-Matt_Vo · ‎09-01-2013

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

nightingalecour · ‎09-01-2013

Hi Info Requested Below after trying 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 - dwnload speed 4.86mbps upload 0.86 mbps

Your ping test results ping 33ms jitter 3ms

Your external IP address 2.220.95.106

The results of a traceroute.

C:\Users\Richard>tracert 212.183.133.177

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    25 ms    25 ms    26 ms 02dc5f7e.bb.sky.com [2.220.95.126]
3    22 ms    22 ms    23 ms 10.245.131.177
4    31 ms    31 ms    31 ms 0278086a.bb.sky.com [2.120.8.106]
5    32 ms    30 ms    30 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
6    54 ms    40 ms    39 ms AMDGW1.arcor-ip.net [195.69.145.123]
7    44 ms    46 ms    47 ms 92.79.213.137
8    59 ms    58 ms    58 ms 85.205.116.2
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.

Your Sure Signal serial number: 21230220101

Please advise

Regards

Richard

pkenno83 · ‎09-01-2013

Hi

I have also been having the same issue with my sure signal. It was working for about 8 months without any problems until I restarted it before New Years and it hasn't worked since. I have gone through the troubleshoot and still nothing. I have included the details as requested.

Speed results: Download speeds 15.33 mbps upload speeds 3.13mbps

Ping results: Ping 31ms and jitter 30 ms

External Ip address: 89.100.61.34

The results of a traceroute.

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

1 11 ms 11 ms 10 ms 089-100-061001.ntlworld.ie [89.100.61.1]
2 9 ms 11 ms 21 ms 109.255.253.254
3 25 ms 45 ms 23 ms 84.116.238.38
4 30 ms 31 ms 23 ms uk-lon01b-rd1-xe-1-3-1.aorta.net [84.116.130.221
]
5 20 ms 57 ms 52 ms 84.116.133.230
6 32 ms 34 ms 50 ms LDNGW1.arcor-ip.net [195.66.224.209]
7 34 ms 22 ms 30 ms 85.205.116.6
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.

Your Sure Signal serial number: 40111340507

model 9361 home cell v2-v

Thanks for your help

Paul

Retired-Lee · ‎10-01-2013

Hi there nightingalecour,

Thanks for your post.

Everything looks ok to me though I can see your VSS hasn't connected to our servers for about a month.

I've forced a resync for you. Please factory reset the VSS and let me know if you need anything else.

Hey pkenno83,

Can you double check that VSS serial number for me? I've copied and pasted it into the back-end tool and it's showing 'invalid' which means it's most likely incorrect.

Cheers guys,

LeeH

pkenno83 · ‎10-01-2013

Thanks LeeH for the quick response.

The Serial number is correct and the VSS is now working for the other phone on the account. Mine hasn't been added yet. I recently changed my sim to (SIM card removed for security). I rang the call centre twice to add this to the account but this hasn't been done yet.

Can this be updated please

thanks

Paul

Retired-James · ‎11-01-2013

Hi pkenno83,

For some reason the serial number provided (40111340507) isn’t recognised by the system.

In regards to the SIM change, has this been updated on your Vodafone account? The reason that I ask is that it doesn’t look like a normal SIM number although I wouldn’t recommend posting this again on a public forum.

As the other numbers are working it would suggest that the problem is either with the new SIM not being picked up yet by the Sur Signal or the number not being registered.

Can you confirm that the mobile number is still registered against your Sure Signal?

Also does the new SIM work when you are away from the Sure Signal?

James

nightingalecour · ‎11-01-2013

Hi Here is the serial number for you of the back of the VSS box as requested....21230220101,

done factory reboot etc

please advise as i still only have the one green flashing lights which is the power light...

please advise on when this will or might be fixed...

Regards

richard

Retired-James · ‎12-01-2013

Hey nightingalecour,

Many thanks for the update here.

From what we can see, all of the tests that you have done have come back with perfect results.

Looking at the serial number I can see that the Sure Signal still hasn’t updated on the server since 06/12/2012.

Due to this please can you de-register the unit and register this again through your online account?

If this still doesn’t resolve the issue then I would also try the unit on a different internet connection to make sure its not a configuration issue.

James

nightingalecour · ‎13-01-2013

Hi I have de-regstered and re-registered the VSS Sunday 13th january 18.45.....

please can you know check to see if it contacts yours servers and advise....

Regards

Richard

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