VSS and Sky Q Hub

[sallyaw]

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  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

Hopefully you can rectify this problem quickly

Thanks

Sally

[sallyaw]

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

[Mark]

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. 

[sallyaw]

Thanks Mark. I will leave it until tomorrow 

Kind regards

Sally

[Mark]

You're welcome @sallyaw, I'm glad I could help. If there's anything else, don't hesitate to get in touch.

[sallyaw]

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

[sallyaw]

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

[Mark]

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.

[sallyaw]

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

[TJ]

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). 

•  If you have a static IP address, you should contact your ISP and advise that you're trying to set up a VPN tunnel and that the IPsec is being blocked on an internal firewalled server within their network.
•  If you have a dynamic IP, contact them and advise that you're trying to setup a VPN tunnel and that the IPsec packet is being fragmented in transit.

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.