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27-06-2013 08:27 PM
Hi. Bought the new device yesterday, wired it up as per instructions and plugged in. After intial lights it settled down to stady red light and flashing internet light... no other lights on. This indicates "connection in progress"... its been like that 24 hours now... so I suspect it is not going to connect. I have confirmation that it is registered OK. My serial number is 40131963940; my router is a Netgear DGND3700, IP adress 192.168.0.1 and is running internet fine.
Can you help please..?
28-06-2013 10:40 AM
Hi jonster1962,
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.
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.
This will help us get the quickest possible resolution for you.
Thanks
Dave
28-06-2013 11:15 AM
The troubleshooting thread does not have my symptoms... ie solid red light and flashing internet light.. no other lights lit. Tried the restart.. and rebooted router... result was no change
Speedtest = Download 2.12mbps; Upload = 0.53mbps
Cannot do ping test as this required java downloaded, my laptop is a company one and not allowed to download this.
Traceroute results :
C:\Documents and Settings\jon.rayner>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
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.
Trace complete.
28-06-2013 11:46 AM
switched off my vpn to work and got different traceroute result.. see below :
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\jon.rayner>
C:\Documents and Settings\jon.rayner>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 2 ms 1 ms 1 ms 192.168.0.1
2 20 ms 14 ms 16 ms 217.32.141.146
3 16 ms 21 ms 14 ms 217.32.141.222
4 17 ms 17 ms 17 ms 217.41.216.218
5 21 ms 18 ms 16 ms 31.55.164.225
6 24 ms 19 ms 18 ms 31.55.164.109
7 21 ms 17 ms 17 ms acc2-10GigE-0-0-0-5.bm.21cn-ipp.bt.net [109.159.
248.202]
8 25 ms 24 ms 24 ms core1-te0-15-0-16.ilford.ukcore.bt.net [109.159.
248.168]
9 26 ms 20 ms 20 ms peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.120]
10 27 ms 23 ms 24 ms lndgw2.arcor-ip.net [195.66.224.124]
11 24 ms 25 ms 26 ms 85.205.116.10
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.
28-06-2013 06:55 PM
28-06-2013 07:30 PM
Is that the 192.168.0.1 thats not UK registered.?
Thanks
28-06-2013 08:41 PM
I have checked my IP address 86.132.247.170 (BT broadband) and it is on the "ripe list" www.ripe.net.... are you referring to another IP address..? I am informed that the router IP address 192.168.0.1 is a "private" network address for use only on home or office networks. It's not associated with any country as it can't be routed across the wider internet.
PS.. I have switched off the Sure Signal device as its still just steady red, flashing internet until I get an idea of a solution.
29-06-2013 10:42 AM
Hi there jonster1962,
Thanks for your post.
Your initial question only included the VPN IP address so that's what we checked. Now we've got your actual IP address I can confirm it's on the whitelist.
Please could you keep your VSS plugged in otherwise we'll not be able to see if it makes a connection to the servers?
We also won't be able to force resyncs for you or make any changes that might be necessary.
Are you using Infinity by any chance?
Cheers,
LeeH
29-06-2013 10:52 AM
Hi Lee... I will plug it back in now. Please let me know when you've done the resync...
My broadband is BT Total Broadband Option 3.... not Infinity and I aam using a Netgear router (not BT home hub) DGND3700-100UKS.
Thanks
29-06-2013 02:17 PM