main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Vodafone Sure Signal

VSS and Sky Q Hub

2: Seeker

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

 

 

 

 

 

 

 

 

View more options
9 REPLIES 9
2: Seeker

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

View more options
Moderator

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. 

View more options
2: Seeker

Thanks Mark. I will leave it until tomorrow 

 

Kind regards

Sally

View more options
Moderator

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

View more options
2: Seeker

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

View more options
2: Seeker

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

View more options
Highlighted
Moderator

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.

View more options
2: Seeker

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

View more options
Moderator
Moderator

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. 

View more options