Vodafone Sure Signal

[Lee]

Hi there nickyandrob,

Thanks for your post. I can see we requested this information about a month ago now!

The trace route results look fine to me.

Could you try the Sure Signal on an alternate connection such as a neighbours or colleagues line? That way we'll be able to determine if the device is faulty or not.

Hey maellis,

I can see the device is registered but it has never established a connection to our servers. Please could you let me know the following?

• Your ISP
• Results of a speedtest (both download and upload please)
• Your external IP address

Cheers,

Lee

[maellis]

Hi,

My ISP is TalkTalk

Speedtest - download = 18.09 Mbps, upload = 0.85 Mbps

External IP address = 92.18.189.231

Thanks

Mark

[AndySmithard]

40121475491 is my  Sure signal  serial number

My router is a Belkin N1 Wireless Model FSD8231-4

My Internet service provider is Virgin Broadband

[bluemoon12]

Hi,

Many people seem to mention Netgear routers in these questions. Is there a list of router models that are known to work?

I have tried modifying the inbound firewall rules etc as suggested - but this does not work either. I have given up with tweaking router configs on my Netgear and I am prepared to try something new - but would like to know that it has been proven to work with SureSignal before spending any money.

[James]

Hi Guys,

Thanks for your posts here.

Firstly there are a number of routers that have been proven to work with the Sure Signal however, we currently don’t have a list of these available as each router will require different setups depending on your ISP

@ maellis, your speed test results are fine and I can confirm that the IP range is not being blocked.

However as your Sure Signal (40121450916) has not yet made a connection to the server it would suggest either a port blocking issue or some other router configuration is required.

So we can see if there is a problem with your internet connection and packet loss please can you post us the results of a traceroute.

VSS Traceroute command

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    press Enter

Paste the output of this command into your reply.

Also please can you confirm that you have gone through the following;

Manually configure your Router to allow port-forwarding.

In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring 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:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

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 will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Check your MTU settings

Log into your admin page for your router

Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.

Change the value of the MTU size to 1500

Log out of the router, this will usually result in a reboot.

Perform hard rest of the VSS unit by

Hold in the reset button until all the light go solid

Pull the power lead out with the reset button still pushed in

Continue to hold down the reset button and reconnect the power lead

Wait for all of the lights to come on the release the reset button

The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.

@ AndySmithard, your Sure Signal (40121475491) is also showing as registered but as of yet has not made a connection to the server.

Please can you also do as advised by Lee and myself to maellis and let us know the results.

James

[maellis]

Thanks for the help, I've solved my problem and now seem to be connected okay. Port forwarding was not working correctly.

Mark

[s4vva]

My suresignal has been working fine for a number of months however since last week it has been sitting there with just the steady power light problem.

Nothing on my network has changed prior or since the problem.

I have checked the port forwards on the router and of course they are still in place and the SS is still being assigned the same internal IP.

Details as follows;

External IP: 82.148.54.12

Serial Number: 21197207174

Tracert:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 172.16.0.1
2 7 ms 7 ms 7 ms th41-7201-bt21cn-router1.fast.net.uk [212.42.162
.226]
3 7 ms 7 ms 7 ms th41-asr-router1.fast.net.uk [212.42.162.122]
4 7 ms 8 ms 8 ms th11-asr-router1.fast.net.uk [212.42.162.118]
5 8 ms 7 ms 9 ms ge-1-3-0-7.lon1.as8553.net [195.10.255.117]
6 12 ms 10 ms 11 ms LDNGW1.arcor-ip.net [195.66.224.209]
7 9 ms 9 ms 9 ms 85.205.116.14
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.

Trace complete.

I have rebooted the modem/router and hard reset the SS serveral times. i had hoped the issue would resolve itself however it's been almost a week now.

[Lee]

Hi there s4vva,

Thanks for your post.

I've just checked and can see you deregistered and re-registered the device today at around midday. Has it been behaving better since then or are you still awaiting connection to the network?

I've checked the external IP and it's on the whitelist so this isn't preventing a connection. The trace route looks fine also. If you're still not connected tomorrow, please could you try the VSS on an alternate connection such as a neighbour or friend or relatives house? This will help determine whether the device is faulty of it's a set up problem.

Cheers,

Lee

[FC83]

ISP: Sky (PPPoA) Router: Belkin F5D8633-4 SN: 40121431858 I need this to work. I've tried all the port forwarding, DMZ, resets, reboots, different routers and nothing. I'm all out of ideas.

[FC83]

Also, before you ask me to do it

External IP: 90.221.37.40

Traceroute Results:

traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 52 byte packets
1 192.168.2.1 (192.168.2.1) 5.551 ms 3.525 ms 4.232 ms
2 cr3.sdhv.uk.easynet.net (87.87.224.111) 28.342 ms 29.849 ms 31.411 ms
3 * * *
4 ip-84-38-37-34.easynet.co.uk (84.38.37.34) 34.079 ms 28.965 ms 31.939 ms
5 te0-1-0-7.er10.txlon.ov.easynet.net (89.200.132.53) 27.779 ms 29.623 ms 30.963 ms
6 bu4.gr10.bllon.uk.easynet.net (89.200.135.143) 28.681 ms 27.388 ms 28.974 ms
7 87-86-77-27.easynet.net (87.86.77.27) 27.476 ms 27.640 ms 26.938 ms
8 amdgw1.arcor-ip.net (195.69.145.123) 33.053 ms 34.940 ms 39.359 ms
9 92.79.213.137 (92.79.213.137) 38.208 ms 43.049 ms 47.385 ms
10 85.205.116.2 (85.205.116.2) 56.760 ms 53.876 ms 54.870 ms
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

[davidcjudd]

EVERYONE I SPEAK TO TELLS ME THE ###### SYSTEM IS DOWN - ARE YOU GOING TO GET PAID AT THE END OF THE MONTH IF EVERY ###### SYSTEM IS DOWN!

[FC83]

The hell is this?! Tried to re-register, website crashed as above. Then, got a text and email saying it was registered. Tried to add a new users: "Sorry, the service is unavailable".... What a fail.

[Matt]

Hi FC83

I can see you have attempted to insert a screen shot here however at the moment I haven't approved this to be shown as it contains a mobile number in the top right hand side of the screenshot and as were a public forum this will be visible for everyone. 

If you don’t mind the number showing let me know and I’ll approve the picture

Thanks

Matt

Moderator

[FC83]

I didn't even notice that... yeah, best not show it. But if you can respond to my previous SureSignal post - I've done the TraceRoute etc, portforward, de-resgistered, re-registered, plugged in an old router, plugged in at a new address... out of options!

[s4vva]

Hi thanks for responding. Despite re-registering it's still not working. I'll try it from a different connection over the weekend and let you know.

[Simon]

Hi FC38

Thanks for you posts. Having checked your traceroute I can see that you're missing hop 3 which would suggest there may be some latency on the line. It's worth checking that your broadband connection with your ISP that its OK.

I can see that your Sure Signal is registered absolutely fine. As you've tried everything that we would suggest the only thing to try now is a resync of your device. I've done this for you now, it just needs a factory reset to complete the process as below:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

If this doesn't make any difference then please let us know.

Thanks

Simon

[FC83]

Trying that now...

[Ads37963]

Hi My sure signal doesn't work with my new sky router which is a sagemcom thing. Have tried the port forwarding stuff with no luck. Really stuck and frustrated with it all, any help would be much appreciated! Many thanks Adam

[Simon]

Hi Ads37963

Please could you supply your Sure Signal serial number so that we can take a look at this from our end to check the connection? Also, please perform a traceroute as follows:

VSS Traceroute command

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    press Enter

Paste the output of this command into your reply.

Thanks

Simon

[matt1147]

Router : Zyxel P-2812HNU-F1

SureSignal : 40120549130

ISP : Kingston Communications Lightstream

I have recently upgraded my router following a change to my Broadband package, but my SureSignal only has a permanent power light, with no other lights on, I have followed the instructions in the Troubleshooting guide and forwarded the relevant ports and IP addresses as listed with no success. DHCP is configured and has allocated an IP address to the Suresignal.

Anticipating a query based on a previous post, I have performed a trace route with the following ouptut:

C:\>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 28 ms 1 ms 1 ms 192.168.1.1

2 2 ms 10 ms 2 ms 10.50.6.91

3 2 ms 3 ms 3 ms 10.102.244.205

4 6 ms 3 ms 3 ms 10.102.240.213

5 5 ms 5 ms 5 ms 10.55.0.209

6 18 ms 18 ms 18 ms 10.55.0.6

7 17 ms 17 ms 16 ms 10.55.201.213

8 24 ms 25 ms 23 ms LNDGW2.arcor-ip.net [195.66.224.124]

9 24 ms 25 ms 23 ms 85.205.116.14

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.

Trace complete.

Please can you advise a course of action to resolve this issue.

Thanks

Matt,