My VSS3 is unable to authenticate on the Vodafone network

[PlamenNeykov]

Hi all,

My VSS3 can't authenticate (Power - flashing, Internet - off, In Service - orange, In Use - orange) to the Vodafone network. The box has been on for a 5 or 6 days now with the above symptom. The box has a static IP address and all the required ports are forwarded to it.

My provider is HyperOptic (a firber optic provider).

Speed test results:

download speed: 94.25 Mbps; upload speed 95.29 Mbps (http://www.speedtest.net/my-result/3454521894)

Ping test results:

ping 19ms; jitter: 3ms (http://www.pingtest.net/result/96311188.png)

External IP Address:

154.58.70.227

Sure Signal serial number:

40134959200

Trace Route:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  HG [192.168.1.1]
  2     4 ms     3 ms     3 ms  154.58.70.226.bcube.co.uk [154.58.70.226]
  3     3 ms     3 ms     3 ms  172.16.65.33
  4     4 ms     4 ms     4 ms  172.16.17.9
  5     4 ms     4 ms     4 ms  172.16.17.17
  6    84 ms     2 ms     2 ms  172.16.16.173
  7     1 ms     1 ms     1 ms  141.0.144.105.bcube.co.uk [141.0.144.105]
  8     2 ms     1 ms     1 ms  141.0.144.82.bcube.co.uk [141.0.144.82]
  9     1 ms     1 ms     1 ms  ge-7-0-5.mpr1.lhr8.uk.above.net [94.31.42.233]
 10     1 ms     2 ms     2 ms  xe-0-0-1.mpr3.lhr3.uk.above.net [64.125.21.17]
 11     1 ms     2 ms     1 ms  xe-5-2-0.mpr2.lhr3.uk.above.net [64.125.21.22]
 12     1 ms     1 ms     1 ms  xe-10-0-0-xcr1.lsw.cw.net [195.2.22.221]
 13     2 ms     1 ms     1 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Thanks for your help!

Plamen

[Gemma]

Hi PlamenNeykov,

The IP address you’ve posted isn’t on our whitelist, as it’s showing as registered to Africa.

Please double check your IP address from here, as we can only allow UK IP ranges to be used with the Sure Signal.

Thanks,

Gemma

[PlamenNeykov]

Hi Gemma,

The IP is definitely 154.58.70.227 - I did check it with the whatsmyip.net;

However, this is the IP assigned to me by Hyperoptics Ltd (https://www.hyperoptic.com my ISP) and it is not in Africa!

You can use the geoiptool.com to chek it: http://www.geoiptool.com/en/?IP=154.58.70.227

As you can see the ip is in UK, London (where I live) and your gedoip database must be outdated ....

Could you please whitelist it as I'm not able to use my phhone here int the flat as the vodafone signal is nearly non-existent!

Thank you,

Plamen

[Gemma]

Hi Plamen,

It’s not on the RIPE database as a UK range, which is why it’s not on the whitelist.

I’ve requested this to be added to the whitelist, but there’s a chance it may be rejected, due to it not showing on the RIPE database.

Thanks,

Gemma

[PlamenNeykov]

Thanks for that Gemma!

In the mean time, I've contacted my ISP about this issue and they told me that would be more than happy to cooperate with you guys to resolve it (they can for example confirm to you the ownership and location of the IP range etc...)

The name of the ISP is Hyperoptic Limited (www.hyperoptic.com).

Thanks,

Plamen

[Retired-James]

Hi PlamenNeykov,

Once we’ve got an update from the team, we’ll be in touch with what we need to do next.

Hopefully this can be added straight away.

James

[Gemma]

Hi Plamen,

The link you gave us shows you’re located in the UK, but not that the ISP is a UK based one.

Due to this security are unable to add the IP range to the whitelist, unless you can get confirmation from your ISP that the IP ranges are UK registered.

Thanks,

Gemma

[PlamenNeykov]

Dear Gemma,

the ISP is an UK company Hyperoptic Limited - here the url: http://www.hyperoptic.com

And the company details are:

Hyperoptic Ltd, Unit C401, Westfield London, Ariel Way, London, W12 7FD

Registered No. 07222543 in England and Wales

However, I've spoken with their support and they are more than willing to get in touch with someone on the Vodafone side to clarify this issue.

Would it be possible to let me know what steps they should undertake in order to confirm that the the IP range is located in the UK?

Thank you,

Plamen

[Sukhi]

Hi PlamenNeykov

Thanks for getting back to us. You will need to contact your ISP to be updated on the ripe data base here.

Sukhi