Sure Signal 3 stopped working

[simay]

Hello,

Our sure signal 3 stopped working couple of days ago. It's been working fine for several years.

We unplugged the sure signal, left it disconnected for 30 minutes, connected back and left it on for past 30-40 hours.

Light-1 (power) is solid red
Light-2 is flashing white

Light-3 is off

Light-4 is off

I can see the sure signal in the ADSL router interface as connected with a local IP so network cable is sonnected fine.

Serial number: 42144602325

Public IP: 81.136.151.221

Speed tests

Download: 6Mbps

Upload: 1Mbps

Ping: Quality B 44ms

Jitter: 8ms

tracert cluster4.vap.vodafone.co.uk

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.179]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.254
2 24 ms 24 ms 23 ms host81-139-160-1.in-addr.btopenworld.com [81.139.160.1]
3 24 ms 23 ms 23 ms 213.120.182.141
4 26 ms 25 ms 25 ms 213.120.161.82
5 36 ms 24 ms 24 ms 31.55.164.189
6 25 ms 25 ms 30 ms 31.55.164.107
7 32 ms 44 ms 33 ms acc1-10GigE-0-2-0-11.bm.21cn-ipp.bt.net [109.159.248.98]
8 31 ms 35 ms 30 ms core1-te0-3-0-15.ilford.ukcore.bt.net [109.159.248.152]
9 33 ms 30 ms 32 ms peer1-xe10-0-0.telehouse.ukcore.bt.net [109.159.254.122]
10 70 ms 34 ms 32 ms lndgw2.arcor-ip.net [195.66.224.124]
11 56 ms 45 ms 35 ms 85.205.0.93
12 * * * Request timed out.
13 * * * Request timed out.

Please let me know if there are any problems you can see on Vodafone side.

Kind Regards

Simay

[Jenny]

@simay - Everything you’ve posted looks fine, however your Sure Signal hasn’t connected to our servers since 29 September.

I’ve got a few things for you to try:

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:

• 183.133.177
• 183.133.178
• 183.133.179
• 183.133.181
• 183.133.182
• 183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

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 also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

Another thing to try is turn off the Sure Signal and the router at the same time for around 15 mins. Then turn these back on to see if they’ll connect.