Sure Signal with Virgin Media Super Hub 3.11

[berryoftheaub]

Hey All,

Have just changed from Sky to Virgin Media and now my sure signal will not work. Anyone found the soloution to this?

Thanks

Aubrey 

[Retired-Lee]

Hi,

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.
Your external IP address from here.
The results of a traceroute.

Your Sure Signal serial number:

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

LeeH

[berryoftheaub]

Hey Lee,

Thank you for the reply, just wanted to check how I go about running the traceroute on a MacBook?

Thanks again

Aubrey 

[Retired-Kay]

Hi berryoftheaub, 

I've just found this which should help. 

Thanks, 

Kay

[berryoftheaub]

Hey LeeH,

Have tried all the trobleshooting & have set up the port forwarding on ports: 8, 50, 123, 500, 1723 & 4500 for UDP & TCP to the reserved internal address of the sure signal. Had also temporally turned off firewall with no luck!

In answer to your test please find the attached results:

Speed Test: http://www.speedtest.net/result/2782237939.png

Ping Test: http://www.pingtest.net/result/82785374.png

External IP: 77.100.249.210

Serial No: 40113131458

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 routerlogin.net (192.168.0.1) 1.448 ms 1.068 ms 1.027 ms
2 10.87.232.1 (10.87.232.1) 8.487 ms 9.551 ms 7.668 ms
3 croy-core-2b-ae10-706.network.virginmedia.net (81.96.224.254) 9.612 ms 9.869 ms 10.277 ms
4 popl-bb-1c-ae10-0.network.virginmedia.net (81.96.226.5) 10.288 ms 11.249 ms 10.112 ms
5 nrth-bb-1c-ae7-0.network.virginmedia.net (62.253.174.137) 13.241 ms 12.223 ms 11.842 ms
6 nrth-tmr-1-ae1-0.network.virginmedia.net (213.105.159.30) 12.418 ms 15.881 ms 13.612 ms
7 fran-ic-1-as0-0.network.virginmedia.net (62.253.185.81) 28.261 ms 28.712 ms 28.736 ms
8 ffmgw3.arcor-ip.net (80.81.192.117) 35.829 ms 37.953 ms 40.641 ms
9 92.79.213.129 (92.79.213.129) 38.105 ms 33.299 ms 34.996 ms
10 92.79.213.154 (92.79.213.154) 32.879 ms 31.960 ms 31.713 ms
11 85.205.116.6 (85.205.116.6) 31.460 ms 30.125 ms 31.512 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
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20 * * *

Thanks for your help

Aubrey

[lektroluxe]

Its just that Vodaphone are blocking your IP range.

All the stuff they tell you to do it's just a red herring. The suresignal just establishes a VPN to the Vodaphone server.

No port forwards should be required with most routers and it should just work out the box.

The problem is that for some reason they are not allowing conections from all ISPs Ip ranges.

I do no know why but I suspect it's because they are paranoid about people using it overseas and want to be sure it's used only in UK.As a result they have a product which basically wont work for loads of users and then they just fob you off with stuff like that.

[Retired-James]

Hi berryoftheaub,

Thanks for getting back to us with the additional information.

The IP range is fine as is the traceroute and the speed tests.

I can see that it’s still not connected to our server since the end of may so there is something stopping it from establishing a VPN connection.

Can you tell us which router you are using and what software it is running?

@ lektroluxe,  due to the amount of IP ranges and router configurations for all providers in the UK it can sometimes require a bit of configuration when it comes to the firewall settings.

Another thing to check is the MTU size, as we send packets of data at 1500 if this is set lower than this it will cause the packets of data to be fragmented and in some cases a packet can be lost, stopping the Sure Signal from working.

We do block some iP ranges that aren’t UK registered because if you were to use the Sure Signal abroad it would mean that you were setting up your own network in that country without paying for the licence.

This is a criminal offence and you could be liable for a fine, basically we do this to protect our customers.

James

[berryoftheaub]

Hey James,

Thanks again for your reply, so how do I go about this being fixed? 

My router is a Virgin Media Super Hub 2, made by Netgear, Model: VMDG485, Hardware version: 3.11 & Software version: V1.01.19

Before changing to Virgin I use to have the standard Sky fiber router which I had no problems with.

Thanks again, look forward to your reply

Aubrey

[Retired-PaulE]

Hi Aubrey, 

It's a little strange that this stopped working once you switched to Virgin - can you try your Sure Signal on a different router to rule out a fault with this?

Paul 

[berryoftheaub]

Hey Paul,

Thanks for your reply, I can but as your tech team said the trace shows it leaving it & getting a long way down the line?

Thanks again
Aubrey