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I have a new SS v3 which will not work with the recently installed Sky Q hub. The SS was successfully registered. I have tried to reset SS & modem, different ethernet cable etc but see that this is a common problem. Here is the information requested from other posters. Been like this for a week. During that time VF have suspended the SS twice without being asked to do so. Live Chat have returned the status to active
What light sequence you're seeing: generally flasing red light and one orange light. For mili seconds occaisionally might be solid red and one white light but always returns to flassing red and one falsing orange
Your speed test results from here. Ping 15ms. Download: 18.6. Upload 1.6
Your external IP address from here.
2a02:c7f:5667:b00:1ce7:16be:6c29:c1eb
Your Sure Signal serial number: 42173768252
Traceroute
traceroute to 212.183.133.181 (212.183.133.181), 64 hops max, 72 byte packets
1 skyrouter (192.168.0.1) 4.160 ms 3.910 ms 3.789 ms
2 * * *
3 be398.pr2.enlba.isp.sky.com (2.120.10.89) 21.150 ms 20.886 ms 27.399 ms
4 lag-102.ear1.london1.level3.net (212.113.9.141) 18.335 ms 18.769 ms 18.856 ms
5 * ae-2-6.ear1.amsterdam1.level3.net (4.69.153.190) 26.857 ms 25.686 ms
6 vodafone-level3-80g.amsterdam1.level3.net (213.19.196.114) 31.348 ms 34.579 ms 30.929 ms
7 ae14-xcr1.hex.cw.net (195.2.28.165) 33.546 ms 29.977 ms 31.033 ms
8 ae9-xcr1.lnt.cw.net (195.2.24.161) 30.971 ms 32.444 ms 31.140 ms
9 ae22-xcr1.lns.cw.net (195.2.30.61) 31.981 ms 28.833 ms 29.352 ms
10 * * *
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30 * * *
Hopefully you can rectify this problem quickly
Thanks
Sally
SS now been suspended by VF - third time in a week. Won't allow me to reactivate it. Same as before - hads to use Live Chat to return it to active. Either need to do this again but only seems to reactivate a SS which does not wotk - see above. Perhaps the alternative is to leave VF to a compnany who offers a working project and better customer care. So fruatrating
I'm sorry to see you're having difficulty connecting to your Sure Signal @sallyaw. I can see this hasn't connected our network for several months and this has caused the inactive bar to be applied. I've lifted this and resynchronised your connection. This can take up to 6 hours to complete. After this time, please restart all registered phones whilst in range and your service will be restored.
Thanks Mark. I will leave it until tomorrow
Kind regards
Sally
You're welcome @sallyaw, I'm glad I could help. If there's anything else, don't hesitate to get in touch.
Hi Mark
Your action has now restored the problem of the SS suspension. Thanks
However the problem I originally posted about the SS not connecting to VF through the Sky Q Hub remains (apparently a common problem reading other posts). Please could you look at this for me
Thanks
Sally
Mark
The problem with the SS gets worse - it has been suspended again, a few minutes ago. I despair!
Any help you can give would be welome
Sally
I'm sorry to hear this has happened again @sallyaw. So we can investigate this further for you, please confirm the complete light sequence you're seeing on your Sure Signal, along with the IP address you're connected to. Once we have this we'll be able to take another look into this problem.
Hi Mark
My reply to your latest post seems to have disapeared. Here are the details your requested:
IP Address: 2a02:c7f:5667:b00:885f:11f0:835:edbb
Light sequence: flashing red light; first light unlit; second & third solid orange
Hope this helps
Thanks
Sally
Thanks for getting back to us @sallyaw. From the light sequence you've provided, we'd advise you to contact your ISP (internet service provider).
It does sound a little complicated, but they'll know what you're on about. Please continue to keep us updated and let us know what they advise.