Vodafone Sure Signal

[shudman]

Alas, after yet another reset.....still one light    See anything specific from your end ?

[Lee]

Hey shudman,

Many thanks for the update. I'm really surprised the white listing of your IP hasn't fixed this already!

So far we've tried a resync, factory reset and we've ensured the IP range is white listed.

Could you try a trace route for me and attach the results to your reply?

• 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' and press Enter
• Paste the output of this command into your reply along with a copy of the results from running a speedtest

Please could you also try a pathping to 212.183.133.181 and again post the results?

Cheers,

Lee

eForum Team

[shudman]

x.x is masked for obviouss reasons:

speedtest yields ~5mbps down/4mbps up

Tracing route to host212-183-133-177.uk.access.vodafone.net [212.183.133.177]
over a maximum of 30 hops:

  1     3 ms    <1 ms    <1 ms  145.36.x.x
  2    <1 ms    <1 ms    <1 ms  193.131.x.x
  3     1 ms    <1 ms    <1 ms  10.112.x.x
  4    <1 ms    <1 ms    <1 ms  145.36.x.x
  5    <1 ms    <1 ms    <1 ms  145.36.x.x
  6     6 ms     4 ms     1 ms  10.196.44.245
  7     5 ms     5 ms     5 ms  62.190.89.73
  8     5 ms     5 ms     5 ms  GigabitEthernet2-0.CR2.LND4.ALTER.NET [158.43.172.109]
  9     6 ms     6 ms     6 ms  0.so-2-0-0.XT2.LND2.ALTER.NET [158.43.254.6]
 10     6 ms     6 ms     6 ms  GigabitEthernet1-0-0.BR1.LND18.ALTER.NET [146.188.4.42]
 11     6 ms     7 ms     7 ms  ge-5-0-0-1000M.ar3.LON2.gblx.net [146.188.112.14]
 12    15 ms    15 ms    17 ms  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122]
 13     *        *        *     Request timed out.
14     *        *        *     Request timed out.
15     *        *        *     Request timed out.

Tracing route to host212-183-133-181.uk.access.vodafone.net [212.183.133.181]
over a maximum of 30 hops:
  0  xxx [145.36.x.x]
  1  145.36.x.x
  2  193.131.x.x
  3  10.112.x.x
  4  145.36.x.x
  5  145.36.x.x
  6  10.196.44.245
  7  62.190.89.73
  8  GigabitEthernet2-0.CR2.LND4.ALTER.NET [158.43.172.109]
  9  0.so-2-0-0.XT2.LND2.ALTER.NET [158.43.254.6]
 10  GigabitEthernet1-0-0.BR1.LND18.ALTER.NET [146.188.4.42]
 11  ge-5-0-0-1000M.ar3.LON2.gblx.net [146.188.112.14]
 12  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122]
 13     *        *        *    
Computing statistics for 300 seconds...

[Lee]

Hi shudman,

Thanks for coming back to me.

The trace route looks fine but the pathping will most probably tell me more.

• 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 'pathping 212.183.133.181' and press Enter
• Paste the output of this command into your reply.

Cheers,

Lee

eForum Team

[shudman]

not sure what difference it gives you, but here it is anyhow:

C:\>pathping 212.183.133.181

Tracing route to host212-183-133-181.uk.access.vodafone.net [212.183.133.181]
over a maximum of 30 hops:
  0  hostnameomitted [145.36.x.x]
  1  145.36.x.x
  2  193.131.x.x
  3  10.112.x.x
  4  145.36.x.x
  5  145.36.x.x
  6  10.196.44.245
  7  62.190.89.73
  8  gigabitethernet2-0.cr2.lnd4.alter.net [158.43.172.109]
  9  0.so-2-0-0.xt2.lnd2.alter.net [158.43.254.6]
 10  gigabitethernet1-0-0.br1.lnd18.alter.net [146.188.4.42]
 11  ge-5-0-0-1000m.ar3.lon2.gblx.net [146.188.112.14]
 12  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net [64.214.144.122]
 13     *        *        *

[Lee]

Hi shudman,

I've sought advice on this one and the pathping isn't showing the results we expected.

Normally a pathping will show hops and any packet loss as a percentage at each hop. It should look a bit like the screen shot in the attached file.

I've had a look at the number that's attached to your Sure Signal and can see it's with a corporate account. In this case I would have to ask you to contact your account manager to arrange a replacement of the Sure Signal.

Cheers,

Lee

eForum Team

[FRdriver]

Hi Lee,

Is there still no news from the person you escalated this to?

This is seriously getting beyond a joke. Please could you advise me as to what is going on. I have now been without service since JANUARY.

FRD

[BenJ]

Hi FRdriver

Apologies I am unsure why this is taking so long, I was unaware that this was still outstanding and for so long.

I will speak to the support team tomorrow and find out the details as to why this is taking so long and will be in contact with you, January was a very long time ago and if I remember correctly it was just an IP addition that we had to make.

As soon as I have more details I will be in touch, however I am going to make this a top priority due to the time you have already been waiting.

Thanks

BenJ
eForum Team 

[shudman]

pathping in Windows 7 and Windows 2003 shows the same format.

I am not sure I understand why you are suggesting a replacement SureSignal, merely because the phone number is associated with a business account.  This was working just fine before we changed it to a new LAN. We have ensured that firewalls are open to all of the relevant ports and addresses, you found some blocking from your network....alas it is still not working.  From a problem respective, whether a business customer, or personal customer....what difference does it make ?  I am only after assistance

[BenJ]

Hi shudman

Looking at your VSS it hasn't connected to the Vodafone VPN since 15/03/11 07:23. Looking at the  your reports   I would suspect the box is faulty  as  if your internal network has been checked and is correct the only 2 things it could be is the line (which it isn’t) or the box itself. I've spoken with our specialists and asked them to double check this and they have agreed the same.

As Lee mentioned you’re a corporate customer, I would love to do the exchange for you however we mainly deal with consumer customers, this causes an access and authorisation issues with your account. If you speak to your business team, they will be able to exchange this for you.

Thanks
BenJ
eForum Team 

[vchaney]

Hi Lee,

Following our chat last Wednesday I've tried a factory reset of the router but as expected it didn't change anything. I still can't get signal on the SS. It looks like another faulty box as we discussed.

Can you arrange for another to be sent out as we discussed? Failing that I'm at a loss.

Many thanks,

Vince

[Lee]

Hi vchaney,

Thanks for your time on the phone just now.

You should receive your confirmation text very soon.

Kindest regards,

Lee

eForum Team

[charlietewson]

Hi, i've got a constant green power light and can't seem to get my router to recognise the sure signal any more. I think it used to work when my parents first plugged it in around six months ago, but I wasn't around then, so i'm not sure how long it was working for, or even if it ever did... 

I think it is the older model of Sure Signal - It says BSR FEMTO VODAFONE UK on the back

Serial number: 21222163467

Connecting to a BT Homehub 2. (ISP = BT)

When I go into the Hub's settings, it says 
"Physical connections:Unknown-00-0e-59-19-37-4c: Not connected"
(that is the @mac address of the sure signal)

I've tried resetting and turning off both. The green light where the ethernet cable goes in is lit, and the yellow one flashes very very occasionally.

Anyone got any idea what to do now?

Cheers
Charlie

[charlietewson]

Ah, I just tried a hard reset (holding reset, power off, continue holding reset) and now the top three lights are slowly flashing, and the bottom one isn't coming on. My phone still doesn't have 3g signal...

Any ideas?

[BenJ]

Hi charlietewson

Welcome to the eForum!

I've just checked your serial number, and can see your Sure Signal connected last night around 21:11. Can you confirm you still have a problem?

Thanks

BenJ

eForum Team 

[shudman]

Ben/Lee,

Would you mind resetting/sync mine....as I have temporarily moved it to another network....just to see if it is the SS itself or connectivity.

I have put it on this LAN and it is just flashing 1+2, 2 and then 1. Left it for 72 hours....even reset it. So, just trying to rule out stuff.

[shudman]

Ben/Lee,

Not sure whether you did re-sync it....but on a different LAN, this is now up and running with 3 lights, working "as design".

So....I am now back to where I was 6 weeks ago, in that it cannot stay on this LAN (it is going away).  So, is it a port "thing" or is something else being blocked ? Nothing was being dropped by the firewall our end.

We have opened the following:

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.131.128/26  (212.183.131.128 and 212.183.131.191)

Ports and Protocols:
Port 50 – TCP/IP
Port 4500 – UDP
Port 500 – UDP

[BenJ]

Hi Shudman,

You’re missing port 8 from your list  Can you confirm this is open?

I'm sure I have checked your external IP address so nothing on our side is blocked. However if port 8 isn’t open that could cause a problem.

Can you open this port and let me know if it fixes your problem.

Thanks

BenJ 
eForum Team 

[shudman]

@BenJ - yep Port 8 is open.....I accidentally omitted it from the copy and paste

[Rahal]

Lee/Ben J,

I have received my new SSv2 today and after derefistering and registering the new device its back up and working within 30 mins.

I will post the faulty SS back to the provided address and lastly thank you both for helping me resolve this query. I think there is alot for Vodafone to improve on but I thought i should post where you have actually resolved this issue. I am still reluctant as to how long this will work but will keep my fingers crossed for now.

Thanks guys

I now need a SS to take with me everywhere i go LOL