20-03-2012 04:16 PM
Yes all up and working now but I have strange things going on with my wireless printer now ???
I can no longer print remotely with my HP printer since the sure signal has been up and running. None of my PC's will talk to the printer now although the IP address of the machine can be pinged which is really strange. I have tried everything to get this to work and cannot for some strange reason ??
I see in the forum that some people are experiencing the same problems and wondered if the SS was the cause or is there another reason why this would happen.
All working perfect prior to SS being installed and functional on the network, any clues ?
21-03-2012 08:07 AM
SS service went offline overnight.
It was registered last Thursday and worked flawlessly until last night. This seems to be about the maximum time that the S seems to work for. but good news is that it rules out the SS device.
21-03-2012 03:11 PM
When it comes to the traceroute, anything that takes more than 200ms to complete will stop the Sure Signal from creating the VPN tunnel required to give you signal.
The last traceroute you have provided does seem to be ok however can I ask if there was anything else attached to the internet connection at the time that you did the initial traceroute?
@ zippmania, to be honest it sounds like a bandwidth issue that could be causing this issue, can I ask if the issue continues with the Sure Signal switched off?
@ kilimax, can you let me know the new Sure signal serial number so we can get this checked for you.
22-03-2012 10:53 AM
"The last traceroute you have provided does seem to be ok however can I ask if there was anything else attached to the internet connection at the time that you did the initial traceroute?"
Yes of course there is, this is a business network running exchange servers, pc's, mobiles etc. ??
What difference would this make?
22-03-2012 11:01 AM
Further to this the ss is showing traffic on both ports 4500 & 500 to another vodafone IP address 220.127.116.11.
Also when ever we traceroute we get to 18.104.22.168 also a vodafone ip presumably a firewall just outside skipton in yorkshire.
23-03-2012 09:52 AM
I got a replacement sure signal device from vodafone, but it won't connect (get a steady power light only).
Registered correctly, obtained IP on the network, all ports opened as instructed in the original post. The problem is that tracert to 22.214.171.124 does not reach the vodafone network (as in the tracert results posted by other members). Following are my tracert results:
Tracing route to 126.96.36.199 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 10.0.0.1
2 * * * Request timed out.
3 78 ms 46 ms 74 ms lndgw2.arcor-ip.net [188.8.131.52]
4 163 ms 167 ms 163 ms 184.108.40.206
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
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 * * * 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.
My router is NETGEAR ProSafe Gigabit Quad WAN SSL VPN Firewall SRX5308.
Any advice will be most appreciated.
23-03-2012 01:29 PM
Thanks for your posts here.
@ stuartscales, When it comes to the broadband setup the more items on the network at the time will mean that the total bandwidth available on the connection is being spread between the devices present.
Once the bandwidth is becoming congested it will cause latency issues on the line which will be out of the Sure Signal threshold of 200ms to establish and maintain a VPN connection.
Unfortunately if it is this that is causing the issue then there is little that we can do for you however the test would be to take the Sure Signal to another location (home) as this will verify if it is a line or a Sure Signal issue.
@ kilimax, Thanks for the updates Sure Signal serial number, I will re-sync this for you now to see if it kicks it back into life however, in the meantime I will pass this back to our support teams for further investigation for you.
@ a722, To be honest with you’re the first thing that I notice from the traceroute is the time out at step 2 however, I can see that you also have a router that uses a VPN firewall.
I would look at this firewall firstly as the Sure Signal uses a VPN connection create the secure connection to the Femto network.
Please can you try to deactivate this Firewall and then let me know if you have any further issues a long with a new traceroute with the Firewall disabled.
23-03-2012 03:13 PM
Looking for some help with my Suresignal. I've had it since July 2011 and it's worked fine (well most of the time anyway). It's connected to a Belkin Play N300 Router, model no. F7D4402 V1, for several months now. The router is running the latest version of the firmware, 1.00.15 (Dec 14 2010).
I've had some issues with broadband speed of late so tried another router which improved the line speed, so I knew that there was a problem with the router. I then did a full reset of the Belkin router and reconnected it. The broadband speed was fixed and is still running at full speed. Since then I have been unable to get the SS box to work. I have done a full reset of the SS box, holding down reset then powering it off and then back on again. I've deregistered the SS, then reregistered it.
It powers up with the red light on. The two white lights flash briefly twice, then the red light stays on and thats it. I've left it for a couple of days, and occasionally the white lights will flash for about a few minutes then stop.
I called 191 and the techie said to return the SS to Vodafone as it is faulty, but I just don't beleive it. It was working fine until I messed with the router.
The SS serial number is 40111130205
23-03-2012 07:43 PM
Here's my trace route. I'm with Tiscali.
Really hope you can help as this thing is close to going in the bin.
Microsoft Windows [Version 6.1.7601]
23-03-2012 08:14 PM
Thanks for the information contained in your posts.
Looking at your trace route, the second part of hop one is taking over 700ms to respond. This is too high however the other two packets are fine so the VPN should be behaving.
I've checked your serial number and can see it last connected with our servers on the 20th March. I've forced a resync for you and need for you to factory reset the device and then let me know how you get on.
- Hold the reset button till all the lights come on or flash (about 30 seconds)
- Keeping the reset button held, remove and re-insert the power lead
- Once all the lights come on or flash, release the reset button
- The VSS will come online within the hour
25-03-2012 09:45 PM
Hello, I am in the process of setting up a new suresignal box but am having trouble connecting. The device is successfully registered to my phone. When I connect to the router everything happens as normal, power light on, system & phone lights flash for ten min's but then they both go off and stay off. The SS IP address is on the LAN. I have waited 24 Hrs. disconnected everything from the router, switched it off & on, reset the SS unit, still the same outcome as before. I tried forwarding the ports 50, 123, 500 & 4500 manually but have a problem with port 500 as it overlaps with some other service. I'm not sure how to forward the IP addresses you have listed, (can't see anything about this at portforward.com). Some help would be appreciated at this stage. I have a Netopia 2247NWG-VGx router, Suresignal serial no. is 40120109596 and ISP is Vodafone.
26-03-2012 10:56 AM
Not fixed yet. On Saturday I followed your advice. Did a VSS reset, left it for 24 hours, no change.
So on Sunday I switched off the VSS. Did a full factory reset of my router. I set it up again with the same SSID, made sure I had a strong internet connection with 6Mbps speed, set up a static IP address for the VSS, then connected the VSS and did another full reset. Still nothing. I can ping the VSS, it is there.
UPnP is enabled. Do I need to open ports manually for the VSS? I haven't had to in the past.
26-03-2012 05:20 PM
We don't have specific instructions for all the router models available, bit if you speak with your ISP, they should be able to assist with the port forwarding. Similarly, the router manufacturer will also be able to provide assistance on configuration instructions.
As well as the ports you listed, you'd also need to check port 8.
If you're still having issues, can you try the following for me and post the results for me:
- Your IP address
- Run a speed check
- Run a traceroute:
- On a PC / Laptop :
- 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 220.127.116.11 press Enter
- Paste the output of this command into your reply.
Let us know the results and we'll be able to get a better picture of where the issue may lie.
Gilps - You shouldn't need to, but can you try setting the ports manually for me.
Also, if you have another connection available, can you connect the Sure Signal to that to see if it works there for me?
27-03-2012 09:08 AM
I opened the ports on the Belkin router, made sure the VSS had a static IP address, and left it for a few hours, and no change, still not working.
Then late last night I reconnected the rather basic Dlink modem which was a freebie from Tiscali/TalkTalk. I didn't do anything clever with ports etc, and even let the router assign an IP address which was different from the one that was static on the Belkin router, and this morning the VSS had connected and was working.
So, I now have a working VSS which is great. However, I really don't want to keep the Dlink router connected. It's just so basic. I want to be able to use the gigabit ethernet port on my Belkin for my Seagate 2Tb backup drive and media server, and have 300Mbps data speeds internally, plus I attach a network printer to the back of the Belkin via a USB port, all of which the Dlink does not support. Do you have any suggestions as to how I can get the Belkin working with the VSS? It is running the latest frmware, and I have done a full factory reset several times but to no avail. It used to work until last week when I swapped it out for the Dlink temprarily, just to see why I was getting lousy broadband speeds.
28-03-2012 11:32 AM
28-03-2012 02:57 PM
Nearly two weeks ago I signed up for brand new contract with Vodafone, and was promised I would get an adequate signal at home. I get ZERO signal in fact.
I also believed both Vodafone and the retailer when promised again that the Sure Signal would fix this. So far it has failed to work. I was also told it was "simplicity itself" to setup - Ha! Nobody ever mentioned port forwarding, the instructions state a 1hour registration, yet I'm now told 24hours.
My ISP is BT with a new BT Home Hub. My download speed ranges between 3.5 & 4.5 Mb/p/s. I have now forwarded the ports correctly as shown. However, the Sure device DOES NOT appear in the Hubs device list. The Sure box is connected to the hub as per instructed, via a spare ethernet port. It is registered via the Vodafone website and my number is successfully added.
I can't see HOW to copy & paste from the CMD window, but all looks fine with the tracert showing nothing more than 40ms
The Sure box appeared to correctly startup but always reverts to power light only. I'm REALLY fedup with this and NEVER have left O2 had I known this would happen!!!
Please tell me what I have to do please.
28-03-2012 06:04 PM
Hello tech team,
yet another 5 days goes by and no contact, no update and another totally stupid e-mail from your customer unservice department asking me to raise the issue with the techncal team. I've been trying to do that since my service went off in December.
We are now well into month 4 without any reliable service and even raising a complaint doesn't seem to have made any real difference.
So I give up, I have two of these SS units here. How do I go about sending them back or do I just bin them?
I am sorry and regret the day I renewed my contract. I only renewed on a promise that the SS would provide the coverage I needed. Instead, I'm stuck with a shoddy poor signal and crap customer service until 2014 and October 2012 for my second contract.
I'll be leaving Vodafone the second I can and would gladly buy my way ou!
I'm completely disgusted at Vodafone. You don't give a hoot about your customers. If I treated my customers this way, I would have went bust years ago!
29-03-2012 11:47 AM - edited 29-03-2012 11:56 AM
Thanks for your post. There's a couple of checks we'll need to take a look at so please could you post the details of your IP Address and also the Sure Signal serial number?
James has escalated your particular case to the device manufacturer and we don't have any further information to update you on unfortunately at this stage.
I've tried to force another resync on your Sure Signal device in the meantime however I can see that the device has today been deregistered.
As soon as we have any further info we'll be in touch.