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Solution

Sure Sigan V3 connection probs

jonster1962
4: Newbie

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..?

17 REPLIES 17

Retired-Dave
Moderator (Retired)
Moderator (Retired)

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

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.

 

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.

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi jonster1962

 

Thank for coming back to us.

 

The reason why your Sure Signal isn't working is because your IP address is not a registered UK address. You will need to contact your ISP and get them to add it to the ripe database, before we can add it to the white list.

 

Sukhi

Is that the 192.168.0.1 thats not UK registered.?

Thanks

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.

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

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

Hi jonster1962,

 

I’ve re-synced this for you now.

 

Please keep it plugged in for the next 24 hours and let us know if anything changes.

 

James