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caomhinb · ‎01-09-2013

10 days ago on 20 August 2013 after 8 months of perfect service my Sure SIgnal MODEL 9361 Home Cell p3.0 just stoped working, all I get is the Internet icon pulsing white.

So I rang Vodafone and after all the usual "turn in off and on again and check the cable stuff" they put me through to Muhammad Zahran at Vodafone Egypt who tells me with confidence that my ISP has obviously silently updated my router and have closed down the ports to my Sure SIgnal device, I sate this sounds highly unlikely but he insists this happens all the time.

So I call Virgin Media here in the UK and they state they would never do this, why would they close down ports on a router, makes no sense? I do email Muhammad about this but he choose not to respond to that information and several other emails I sent him. So Vodafone needs to stop saying this as it is highly missleading.

So Muhammad also sends me this email

Kindly advice your Internet Service Provider to apply the following settings to your Router:

1- Assign a static IP to the Vodafone Sure Signal Device using the MAC Address on the back of the Sure Signal Device

2 - Open the following ports (Incoming & Outgoing) for the Sure Signal assigned IP Address:

Port 50 TCP + UDP

Port 500 TCP + UDP

Port 4500 TCP + UDP

Port 8 TCP + UDP

Port 123 TCP + UDP

Port 1723 TCP + UDP ( if you are with BT )

3- Make the Vodafone Sure Signal has a static IP address

4- Please verify from your Service Provider that they are using PPPoA as authentication & not PPPoE as the Sure Signal is only supporting PPPoA authentication

So with the help of Virgin Media level 2 support guy Tom in Cardiff we setup up all the ports and static IP address on my Virgin Media Super Hub router and it makes no difference at all! Just for good measure Vodafone do a remote resync, I also rest the Sure Signal device by pressing it's reset button and unregister and re-register the device on the Vodafone web site, and no change, still just a pulsing white internet icon.

So has anyone else had a similar problem?

Has anyone had a v3 Sure Signal fail on them?

caomhinb · ‎11-09-2013

Ah the bit that was missing was I needed to call Vodafone and get them to register my phone again to the new SureSignal device and after an hour or so it started to work again!

So the learnings from this incident is that Vodafone's tech support guys need to stop telling people in the UK that their ISP is shutting down ports on their routers silently, it definetly does not go on with Virgin Media.

They need to find a way to make it easier to diagnose faults with the sure signal device. I still don't know exactly if my old device was faulty or not, none of the tests Vodafone asked me to do proved anything. All I do know is my new one now works and had nothing to do with my VIrgin Media Super Hub needing to forwad ports as Vodafone insisted it did.

Hope this helps other Vodafone and Virgin Media clients 🙂

Kevin

View solution in original position

Sukhi · ‎06-09-2013

Hi caomhinb

If you're unable to test it at a different location, you can send it for a repair. See how to arrange this here.

Thanks

Sukhi

caomhinb · ‎11-09-2013

So after a few days my new sure signal arrived and the same issue presented itself, just the white interent light pulsing!

So it must be my router I thought, so I rang my ISP, Vigin Media and eventually they passed me through to one of their top Level 2 tech support guys and we did another Traceroute test (results below) and he pointed out that it is clear that Virgin Media is working fine and is allowing the Sure Signal device out onto the Web, and so it appears that the Sure Signal can not find the actual Sure Signal server from the results shown below:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 * * *
2 brig-core-2a-ae6-614.network.virginmedia.net (80.3.65.33) 8.011 ms 8.109 ms 7.946 ms
3 brnt-bb-1a-ae19-0.network.virginmedia.net (213.105.159.153) 9.631 ms 22.725 ms 11.818 ms
4 brhm-bb-1b-et-410-0.network.virginmedia.net (62.253.175.42) 13.841 ms
brhm-bb-1b-et-700-0.network.virginmedia.net (62.253.175.38) 18.925 ms 14.680 ms
5 brhm-bb-1c-ae7-0.network.virginmedia.net (62.253.174.102) 12.944 ms
brhm-bb-1c-et-700-0.network.virginmedia.net (62.253.175.206) 14.789 ms
brhm-bb-1c-ae7-0.network.virginmedia.net (62.253.174.102) 18.567 ms
6 * * *
7 ldngw1.arcor-ip.net (195.66.224.209) 33.093 ms 27.814 ms 31.113 ms
8 85.205.116.14 (85.205.116.14) 28.526 ms 28.663 ms 27.419 ms
9 * * *

So the evidence is pointng towards a fault on the Vodafone Sure Signal Server side.

So how can this be checked?

Kevin

caomhinb · ‎11-09-2013

Ah the bit that was missing was I needed to call Vodafone and get them to register my phone again to the new SureSignal device and after an hour or so it started to work again!

So the learnings from this incident is that Vodafone's tech support guys need to stop telling people in the UK that their ISP is shutting down ports on their routers silently, it definetly does not go on with Virgin Media.

They need to find a way to make it easier to diagnose faults with the sure signal device. I still don't know exactly if my old device was faulty or not, none of the tests Vodafone asked me to do proved anything. All I do know is my new one now works and had nothing to do with my VIrgin Media Super Hub needing to forwad ports as Vodafone insisted it did.

Hope this helps other Vodafone and Virgin Media clients 🙂

Kevin

Retired-Dave · ‎05-10-2013

Hi guys,

caomhinb - The ports do need to be open for forwarding, but this is usually done automatically as part of the "Plug & Play" capability of the Sure Signal. It's not so much a case of the ports being shut down, more that they may not have been opened.

I'm glad to see it's all sorted now. :smileyhappy:

arwenbwilson - We don't guarantee a signal at all locations or indoors. For reasons such as geography, building materials and the nature of mobile technology is isn't possible to provide a strong signal everywhere.

I can see that Lee has responded to your other post here and has resynched your Sure Signal today. If his suggestions don't get it working, can you confirm your IP address for us as this is missing from the details you posted?

Dave

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-Signal-v3-just-stopped-working/m-p/1720540#...

arwenbwilson · ‎04-10-2013

I am having the same issue that the sure signal will not work,

reset multiple times and rest router but no luck, all other internet using machines working fine.

the red light is flashing and the 1st light is orang and the third light, i have sure signal v3

Your speed test results from here.

ping 19ms download speed 39.61mbps 10.32 upload mbps
Your ping test results from here.

21ms

Your external IP address from here.

Your IP Address is

Your IPV6 Address is

The results of a traceroute.

C:\Users\robbie>212.183.133.177 '212.183.133.177' is not recognized as an internal or external command, operable program or batch file.

C:\Users\robbie>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

1 88 ms 99 ms 99 ms dsldevice.lan [192.168.1.254] 2 19 ms 18 ms 18 ms lo0-central10.ptw-ag02.plus.net [195.166.128.196 ] 3 26 ms 18 ms 18 ms link-b-central10.ptw-gw02.plus.net [212.159.2.15 0] 4 19 ms 18 ms 18 ms xe-0-2-0.ptw-cr02.plus.net [212.159.0.250] 5 19 ms 51 ms 20 ms ae2.ptw-cr01.plus.net [195.166.129.4] 6 20 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124] 7 20 ms 19 ms 19 ms 85.205.116.2 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.

Your Sure Signal serial number:

40132616950 Please can you fix my sure signal, as this is more than annoying that once again you can not forfill your contact to me. and provide me a service

reallyremote · ‎17-12-2014

It would help if Vodafone worked with Plusnet to resolve this.

It would help if Plusnet worked with Vodafone and made sure their IP addresses are all white listed with the Sure Signal people.

I have no problem using IPSec from my laptop to get into my employer's network so I do not think the problem is with IPsec traffic being blocked.

My Sure Signal is a V3. Symptom is a rapidly flashing red power light and the two right hand lights are solid orange indicating that there is a lack of connection to the Vodafone Sure Signal Infrastructure.

Here is my tracert to Vodafone:-

C:>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 4 ms 2 ms 9 ms myrouter.reallyremote.com [172.23.201.254]
2 35 ms 20 ms 29 ms lo0-central10.ptw-ag02.plus.net [195.166.128.196]
3 23 ms 29 ms 26 ms link-a-central10.ptw-gw01.plus.net [212.159.2.148]
4 23 ms 29 ms 29 ms xe-0-2-0.ptw-cr01.plus.net [212.159.0.248]
5 23 ms 22 ms 25 ms lndgw2.arcor-ip.net [195.66.224.124]
6 19 ms 24 ms 29 ms 85.205.0.86
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.

And here is another to BBC News - PlusNet does not block trace route traffic:-

C:\>tracert news.bbc.co.uk

Tracing route to newswww.bbc.net.uk [212.58.244.57]
over a maximum of 30 hops:

1 <1 ms <1 ms 9 ms myrouter.reallyremote.com [172.23.201.254]
2 26 ms 29 ms 29 ms lo0-central10.ptw-ag02.plus.net [195.166.128.196]
3 27 ms 19 ms 29 ms link-a-central10.ptw-gw01.plus.net [212.159.2.148]
4 16 ms 29 ms 29 ms xe-0-2-0.ptw-cr01.plus.net [212.159.0.248]
5 26 ms 28 ms 28 ms kingston-gw.thdo.bbc.co.uk [212.58.239.6]
6 * * * Request timed out.
7 * * * Request timed out.
8 23 ms 26 ms 20 ms ae0.er01.telhc.bbc.co.uk [132.185.254.109]
9 17 ms 29 ms 29 ms 132.185.255.149
10 28 ms 21 ms 29 ms bbc-vip102.telhc.bbc.co.uk [212.58.244.57]

Trace complete.

Retired-Matt_B · ‎21-12-2014

Hi @reallyremote,

We need a few more details before we can assist:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

Your Sure Signal serial number:

Once we've got these, we'll be happy to help.

Thanks,

Matt B

Galaxy · ‎01-09-2013

Not sure what type our Sure Signal is but I have had the same problem. Have gone through the same turn on turn off business and getting our ISP provider to open the ports at a cost mind you. The thing is how did the ports suddenly close - no reason for the ISP to do this and they confirm that they didn't. It has worked fine for a couple of years so find it really strange that we now have problems that it is suggested are caused by the ISP. We got a text through which almost mirrors the message you got by email.

It was good to check the forum and see that I am not the only frustrated user!

Retired-Kay · ‎02-09-2013

Hi Galaxy,

Please follow the instructions in Andy's post above so that we can help further.

Don't forget to include your Sure Signal serial number.

Thanks,

Kay

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