24-07-2012 05:50 PM
No, sorry I dont have access to another broadband connection.
Is there anyway of pinging the individual ports so that we can find out which one is blocked (if it is blocked - Virgin say they dont block ports)
Based on the number of issues on this forum would it not be a good idea to have a quick diagnostic tool written that users can execute on their PC and does all the necessary checks eg. pings , jitter tests, trace routes, checking ports ??
What can I do now ?
25-07-2012 09:33 AM
Cannot get my VSS to work!! :-(
Router is Netgear D834GT
ISP is Sky Broadband
Download & upload speeds are fine
VSS has been activiated and the phone numbers have been added
Within my router management I have assigned a permanent IP address on my network for the VSS
Also I have set up the ports for both TCP/UDP for 4500, 500, 50, 8 & 123 and I have set up a firewall rule on the router management to allow inbound for each of these ports
MTU settings was already 1500.
Have I missed something? Do I need a firewall rule for outbound services for those ports? The default is allow always for any service.
Also, I do not understand if I need to do anything with the destination IP addresses mentioned in the original post:
Destination IP Addresses:
Any help welcome, thanks
25-07-2012 10:26 AM
Just tried hard reset on VSS but the lights do not stay solid. Held down reset button for 4 minutes and the lights flash every so often but never go solid. Got bored of waiting, surely 4 minutes is long enough for the lights to go solid?
VSS s/n is 40120935990
25-07-2012 11:21 AM
I have a new sure signal serial number 40111630675 using an O2 Thompson TG585v7 router and when I plug it in, it runs through the usual set up flashing and then the power light will remain on with the internet light remaining on faint red as well.
I have run through the trouble shooting tips and spoken to O2 who have helped me configure port forwarding but nothing seems to get it working - can someone please help?
25-07-2012 12:19 PM
Thank you for your response and my apologies for not getting back to you sooner.
The reset made no difference (I've been through this process many time during the last week). Can you confirm, please, that the reset process is "press the reset button (a golf ball marker is the perfect tool for doing this!) until the white lights illuminate simultaneously (they always go out immediately after this) and then withdraw and replace the power connector (whilst keeping the reset button pressed) until the white lights illuminate simuntaneously (they always go out immediately after this) then release the rest button. After a few minutes, the power light comes on, followed, eventually, by both white lights flashing.
My problem is that after going through the above routine, my white lights go out and the power light remains on - for ever!
My SS2 details are Model 9361 Home Cell V2-V, Part No. 3JR09110ABBA, Serial 40113157800, MAC 50-67-F0-75-5E-A2
I have allocated the address 192.168.2.5 to the SS2
My Router is a Netgear WNDR3700
The attached screenshot confirms the SS2 is connecting to the router with the correct address
Previously, I have implemented the advice from George and visited the Port Forwarding site and, with one exception, forwarded the ports specified for my router. The exception is Port 123, that the Router always reports as 'in use and not available. The attached screenshot shows my Port Forwarding configuration.
Finally, a Tracert on126.96.36.199 produces theresults shown in the tracert attachment.
26-07-2012 07:38 AM
26-07-2012 12:12 PM
@ Starstruck, this is something that we have asked about in the past however, this isn’t something that we can currently offer.
In regards to pinging the ports we don’t have anyway to do this however, I can see that there are a number of port checking tools online but I don’t know how reliable they are.
Although Virgin have said that they don’t block ports it is the automatic setup of the router that sets these to be closed which will normally cause the issue.
We have seen issues in the past with Virgin where the router that they have provided isn’t compatible with the Sure Signal.
If you are still having trouble after you have confirmed that the ports are all open, please follow the instructions that I have sent to you via PM and we can get a case raised to our support teams for you.
@ briggy82, When you have set the ports up you will need to add these for both inbound and outbound traffic and under the WAN Users option use the start IP address of 188.8.131.52 and the end IP address of 184.108.40.206
Once done reboot the Sure Signal and router and let us know how you get on.
Also, when it comes to the Sure Signal resetting, it can sometimes take up to 4 hours as it need to download a new profile to the Sure signal device.
@ samit_gmt, Thanks for the update here.
I have checked the4 registration and can see that it is yet to make a connection to the server.
When you connected everything can I ask how long you left this connected to your router?
Also, please can you confirm that you have the MTU in the firewall settings set to 1500?
With this said, please can you also let me know the results of a traceroute so that we can check the connection that the Sure Signal is using for any issues.
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 220.127.116.11 press Enter
Paste the output of this command into your reply.
@ Bickbadger, as the Sure Signal works fine on your neighbour’s connection we know that there isn’t an issue with the equipment that we have supplied to you.
However this does indicate that there is something wrong with the router setup that you have at your home.
Unfortunately as we can only give general advice regarding different routers it is hard to say exactly where the problem lies other than a firewall somewhere or the ports aren’t set up correctly.
When you have gone through the port forwarding can I ask if you have input the range of IP’s given by George on page 1 or have you simply selected always open?
If you have only selected always open please can you try to amend this to use a start and end IP range as mentioned in my post above.
Other than this everything else looks fine including the traceroute that you have provided.
26-07-2012 02:24 PM
Hi Tech Team,
I'm still having problems with my VSS box.
It was working for about a day and a half without me changing anything (it was off for a month or so).
Now, I've got a solid power light and nothing else.
It's not even asking for an IP address!
26-07-2012 04:45 PM
27-07-2012 09:43 AM
Thank you for confirming my Tracert report was OK. Re port forwarding, with the exception of port 123, I set up the ports as per George (and the info from the PortForwarding website. I cannot setup port 123, however, as my router prohibits this. I understand that 123 is used for synchronisation, so could this be the casue of my problem?
27-07-2012 11:20 AM
Thanks for your posts here.
@zmarkella, To be honest I’m not sure if it is going to be something to do with the BT setup or something in the Sure Signal that is causing this.
However I have re-synced the unit for you again today, please can you test this again and if you are still having issues perform a full reset of the Sure Signal.
Give this a go and let me know how you get on.
@ delux99, I’m pleased to see that your Sure Signal is working again, if you notice any problems please let me know.
@ Bickbadger, looking into this port specifically it is possible that this is causing an issue and not allowing the Sure Signal to establish the VPN connection to connect to our server.
It may be worth speaking with your ISP directly in regards to being able to setup this port as it sounds like they block port 123 connections for security within their firewalls pre installed on your router.
27-07-2012 12:28 PM
I dragged an Belkin router out of my 'old kit' store, configured the port forwarding as previously but with 123 added, and the SS2 burst into life. So I guess it can't be an ISP (BT Broadband) port block but a Netgear 3700 problem that is to blame.
I cannot find any way of configuring the 3700 that allows forwarding of port 123 - but maybe ther is a genius somewhere on this forum who has cracked it!
27-07-2012 04:01 PM
I've actually changed broadband providers recently and this was the behaviour with both Virgin and now BT. The VSS box (even though it's got physical connection) does not ask for an IP address.
The VSS box was switched off for most of yesterday. I plugged it in late afternoon and it worked!
This morning (tempting fate) switched it off and on again. The unit has not asked for an IP address yet.
I'll reset it tonight, but I'm giving it a 50% chance that it's going to make a difference.
To be perfectly honest I think it's a faulty unit. Who do I need to contact to get a replacement?
28-07-2012 05:22 PM
Thanks for the update, at least we're now clear on the fault seeming to lie with the router and not the Sure Signal or your ISP. I personally wouldn't know how to configure your modem to open the relevant port, it may be worth contacting the manufacturer directly for further assistance.
Thanks for your update. It could be down to a faulty unit, so that we can rule this out please could you try the unit on an alternative connection and let us know the results? If you experience the same difficulty on the alternative connection we'll take it from there for you.
30-07-2012 02:57 PM
Tracing route to 18.104.22.168 over a maximum of
1 <1 ms <1 ms <1 ms 10.147.11.10
2 3 ms 2 ms 1 ms 10.147.10.254
3 50 ms 67 ms 51 ms lns2.uan.the.uk.mu
4 77 ms 49 ms 52 ms er1.uan.the.uk.mur
5 82 ms 59 ms 55 ms ge2-6-1.crs2.core.
6 220 ms 198 ms 205 ms ge1-2-1.crs1.core.
7 49 ms 51 ms 49 ms te1-4.cr05.te1.bb.
8 841 ms 53 ms 58 ms vl3952.cr05.tn5.bb
9 56 ms 55 ms 61 ms LDNGW1.arcor-ip.ne
10 51 ms 51 ms 110 ms 22.214.171.124
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.
30-07-2012 07:15 PM
Could I run this by you for assistance please?
- New type SS, steady powerlight only, no connection.
- Registration emails received, and SS shows as being registered in VF control panel.
- Serial number: 40120545799
- All ports forwarded to static DHCP reserved address as per previous posts, and verified with portforward.com
- Also SS has been placed in DMZ
- ISP is Zen
- Router is Billion BiPAC 7402NX
- External IP address is 126.96.36.199
- MTU is 1500
- All external VF addresses are reachable from inside the LAN
- Attempts made with UPNP both enabled and disabled.
- Router has been rebooted a number of times.
- Link and activity lamps on both SS and router operate as expected.
- SS has been left at least 24 hrs between each test stage,
- SS is present on LAN and responds to a ping.
- Trace route seems OK:
Tracing route to 188.8.131.52 over a maximum of 30 hops
1 2 ms 1 ms 1 ms 192.168.40.1
2 39 ms 38 ms 37 ms losubs.subs.dsl1.wh-man.zen.net.uk [184.108.40.206]
3 39 ms 38 ms 38 ms ge-2-1-0-160.cr1.wh-man.zen.co.uk [220.127.116.11]
4 57 ms 43 ms 44 ms ge-3-0-0-0.cr2.th-lon.zen.net.uk [18.104.22.168]
5 49 ms 46 ms 48 ms LDNGW1.arcor-ip.net [22.214.171.124]
6 46 ms 45 ms 46 ms 126.96.36.199
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
I have performed a number of factory resets as I have opened ports and moved into the DMZ etc. Still no response.
Could you take a look from your end and let me know if you need any further info.
01-08-2012 03:09 PM
Thanks for your post here and welcome to the eForum from all of the team.
When it comes to the Sure Signal it does have a ping threshold of 200ms per hop and as hop 8 is showing as 841ms it could be causing the VPN connection to time out.
Can you do another traceroute and let me know the results just to eliminate a temporary line issue.
Also, please can you let me know your Sure Signal serial number so we can check the registration for you.
@ basil, thanks for the details here.
Looking at the traceroute I can confirm that everything is fine and well within the thresholds required.
Looking at the IP address I can confirm that this is already on the whitelist and not being blocked and the registration has gone through for you although the last connection to the server was on 25/07/2012 at 22:11.
Due to this I have re-synced the device for you today, please can you let this go through and in one hour perform a reset on the Sure Signal and let me know if you notice any differences.
01-08-2012 03:17 PM
- different switch port
- connect straight to the broadband modem
- connect a different switch to the modem and connect the VSS box through that
but no luck.
I've got structured cabling in my home, shielded CAT5E, all connections tested and verified for gigabit with Fluke network tools. (Yes, I do this for a living.) Every server/computer/mobile device is working without any problems on the network.