Sure signal Not able to connect

[xscheiner]

Last weekend, we lost internet connectivity owing to a line fault of some kind. When it came back, my sure signal was no longer able to connect to vodafone. I spent time on the phone with support, who suggested I open various ports and so on, even though I've not changed anything about my network, only re-started the router once connectivity was restored.

Below are the results of my tests:

Speed Test: 64mbps down, 17 mbps up

Ping Test: B*, unable to test packet loss, Ping: 36ms, Jitter: 1ms

IP Address: v4 - 81.136.132.162, v6 - ::ffff:5188:84a2

Serial Number: 42143915819

Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 pfdecoded.decodedlondon (172.16.1.1) 0.332 ms 0.206 ms 0.186 ms
2 host81-139-224-1.in-addr.btopenworld.com (81.139.224.1) 24.450 ms 24.948 ms 24.750 ms
3 213.120.182.141 (213.120.182.141) 25.034 ms 25.313 ms 25.259 ms
4 213.120.161.82 (213.120.161.82) 25.454 ms 25.014 ms 24.815 ms
5 213.120.182.67 (213.120.182.67) 25.378 ms 25.627 ms 25.500 ms
6 31.55.164.107 (31.55.164.107) 25.630 ms 26.145 ms 25.691 ms
7 109.159.248.71 (109.159.248.71) 33.057 ms
acc1-10gige-0-3-0-5.bm.21cn-ipp.bt.net (109.159.248.116) 32.619 ms
109.159.248.91 (109.159.248.91) 32.467 ms
8 109.159.252.200 (109.159.252.200) 35.535 ms
core2-te-0-4-0-4.ilford.ukcore.bt.net (109.159.248.6) 39.411 ms
core1-te0-15-0-17.ilford.ukcore.bt.net (109.159.248.174) 41.106 ms
9 peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134) 34.145 ms
peer1-xe2-0-0.telehouse.ukcore.bt.net (109.159.254.100) 34.392 ms
peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134) 31.192 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 35.338 ms 58.189 ms 34.579 ms
11 85.205.0.86 (85.205.0.86) 37.768 ms 37.631 ms 36.769 ms
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[Retired-Laura]

Hi @xscheiner 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query.

Thanks

Laura

[xscheiner]

Hi @laura:

I actually went through the troubleshooting thread before I posted this. As far as I can tell, we cannot get through to 212.183.133.177. Every time I run a traceroute to there, I time out at 85.205.0.86. I am pretty sure that is what prevents the device from connecting. I was on the phone with support, and they suggested that I make sure certain ports are open, etc. Those ports are open. Basically, this worked for months until last weekend when someone damaged the box outside our building and we lost our internet connectivity. When that came back on, we were unable to connect. We have a static public ip, so I would appreciate if someone from vodafone could work out what is happening on your end that prevents us from connecting.

[Retired-Rodney]

Hi @xscheiner,

To ensure this isn't an issue with your Sure Signal, please try your devise in a separate location.

Thanks,

Rodney  

[xscheiner]

OK, @rodney, i will, but...

1. The device worked perfectly up until Friday of last week.

2. Our internet connection went down due to an outage outside our premises

3. when the connection came back, the device was not working. What are the odds it is a fault in the device?

4. the traceroute to your server times out whenever I try it.

Starting to get a bit frustrated.

[Retired-Rodney]

Hi @xscheiner,

Once you've checked your device we can look into this further.

Keep us updated.

Thanks,

Rodney

[xscheiner]

Thanks, @rodney. I de-registered the device on Friday, waited over the weekend, re-registered yesterday, waited another 24 hours, still no joy. I've now been advised to contact BT.