Multiple v3 Suresignals Failing

[LeeAsh]

Hi all,

I have three suresignals that up until a couple of weeks ago all worked without issue for over a year. Now all three are displaying two solid orange lights and flashing power.

They are connected on a 60mb virgin fibre line connected to a superhub.

I am unable to ping the vap.vodaphone.co.uk 212.18.133.177 from another device and the mac addresses of the suresignals appear in the dhcp of the superhub.

i've tried re-registering one with no effect apart from losing all the user config.

I've also rebooted the router numerous times.

Any ideas why i cant ping the vap from a public broadband superhub when the rest of the tested internet is fine?

[Jenny]

@LeeAsh - 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:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[LeeAsh]

Hi,

I just tried to use the trouble shooting but when clicking on the light sequece i have i get this page...

The topic you are trying to access is not available.

I'll do the tests and post results.

Thanks,

[LeeAsh]

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 17 ms 17 ms 17 ms hari-bam-1.network.virginmedia.net [212.43.161.3]
2 16 ms 16 ms 17 ms hari-core-2b-xe-201-0.network.virginmedia.net [81.96.16.134]
3 * * * Request timed out.
4 * * * Request timed out.
5 19 ms 21 ms 19 ms tclo-ic-3-ae0-0.network.virginmedia.net [212.250.25.62]
6 36 ms 22 ms 22 ms ldngw1.arcor-ip.net [195.66.224.209]
7 20 ms 20 ms 20 ms 85.205.0.93
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

speedtest.net 48.28 down 3.32 up

pingtest line quality A. 21ms ping, 1ms jitter 0% loss

public ip 213.105.234.188

serial numbers:
40141028809
40141028767
40130441880

[Retired-Charles]

@LeeAsh - The problem here could simply be that you’re trying to use more than one Sure Signal.

If they’re close and within each other’s range, this can cause problems. Any updates sent by us to your router, will often only be forwarded onto one of the devices.

The same can happen the other way round too – so when they’re both trying to connect, only one will make it to our servers.

Try unplugging all three Sure Signals, restart your router and leave for 10 minutes. Then plug in only one of the Sure Signals and leave for 24 hours to allow everything to update.

[LeeAsh]

Sorry, same issue with just one after a full restart of ther router, again.

[LeeAsh]

The real issue here is our Vodafone account managers, I've been been asking for a more robust solution for over a year but not even getting as far as a survey done for this office.

These arent going to update in 24 hours as they are failing to authenticate at your end, the internet icon appears once and then it stays in flashing red and two solid ambers.

When was the last time any of the serial numbers checked in on your systems?

[Retired-Charles]

@LeeAsh - See below the last conatct dates and times at our end:

•  
• 40141028809 was 19/11/15 13:27
• 40141028767 was 19/11/15 18:57
• 40130441880 was 18/03/15 10:10

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:

• 212.183.133.177
• 212.183.133.178
• 212.183.133.179
• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

If they're still not working after this, it would be worthwhile to try one of the Sure Signals on another connection (either a friend or family members).

[LeeAsh]

Thanks for this but unfortunatley the nature of port forwarding means that only one IP can be targetted so wont get all three working again which is required in this office for quality of service.

I've just put one into the DMZ, same issue

I've also turned the firewall off on the router and still getting the same. 

Is there a way of doing a factory reset on the devices? I've tried holding the reset button down for over a minute but it has had no effect when they start back up.

If anyone could put some pressure on our Vodafone account manager Kevin [Removed for security] to respond to actually my emails and arrange a survey we could move away from these domestic devices.

[Retired-Charles]

@LeeAsh - I’ve sent you a private message with instructions on how to get in touch, so we can look into this further.