Vodafone Sure Signal

[fraserlindsay]

Hi, I have been trying to set up a new Sure Signal 2 all Bank holiday Monday, and far from being paid triple time, I am triple hacked off.  I have followed all the threads I can find, but to no avail.  I have a Thomson TG585v7 router, Plusnet is the ISP and the sure signal serial no is 40120214198.  The first time I tried to auto install, the lights flashed as they should, but after a period, only the power light remained on constantly.  Since then, I followed the reconfiguring instructions for this router, but now only get all three lights flashing for a few minutes, then back to the constant power light.

I am by no means computer savvy, so any intelligible help would be most welcome.  Fraser

[James]

Hi fraserlindsay,

Thanks for your post here.

I have taken a look at your serial umber and can see that everything is fine although it is yet to connect to our server.

To help is see where the issue lies please can you let me know the results of the following;

A Speed Test

A Ping Test

Your External IP address

A traceroute as outlined below.

Once I have this I will be able to assist you further.

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.

James

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[fraserlindsay]

Hi James, thanks for the quick reply.

Download speed is 4.28

Ping 37 or 30 depending on which test site was used

I P address 87.113.149.225

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Fraser Lindsay>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    90 ms    99 ms    99 ms  dsldevice.lan [192.168.1.254]
  2    35 ms    29 ms    63 ms  lo0-central2.pcl-ag03.plus.net [195.166.128.239]

  3    30 ms    29 ms    28 ms  gi1-6-322.pcl-gw02.plus.net [84.92.6.74]
  4    30 ms    29 ms    29 ms  ae3.pcl-cr02.plus.net [195.166.129.42]
  5    44 ms    46 ms    36 ms  ae1.ptw-cr02.plus.net [195.166.129.2]
  6   143 ms   234 ms   131 ms  po2.ptw-gw02.plus.net [195.166.129.39]
  7    31 ms    31 ms    33 ms  LNDGW2.arcor-ip.net [195.66.224.124]
  8    30 ms    30 ms    31 ms  85.205.116.2
  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.

C:\Documents and Settings\Fraser Lindsay>

Please let me know how to resolve this as soon as possible, Thanks

[Wayne]

Hi fraserlindsay

Thanks for your post here. Everything looks ok on your trace route. There’s a slightly long response time from hop 6 but the mean of the three packets comes out at 169ms which is below the threshold of the 200ms maximum response time. Although this could cause problems, I don’t think it ‘is’ the problem.

• Are the LED’s on the rear of VSS (Ethernet connection) lit?

–        Both lights need to be lit / flash on either side of the Ethernet port to show connection and data passing  to and from VSS unit to network

Also, could you let me know your upload speed from your speed test? Your upload speed needs to be above 300kbps.

Thanks

Wayne

If you have a spare minute could you please take the time to fill out a short feedback form about me?

You can do so here

[fraserlindsay]

Hi Wayne,

Yes bot lights are on on the back of the vss.

Upload speed is 0.38 mbps today, and download 4.25.

Fraser

[Lee]

Hi there fraserlindsay,

Thanks for coming back to us. Your speeds look fine to me.

Could you try using the VSS on an alternative connection by any chance? This will help us diagnose whether the VSS is faulty or not.

Cheers,

Lee

[keikoebe]

very good up  you

[fraserlindsay]

Hi, I tried the VSS at a friend's house last night and it set up fine.  Please help me to get it to work here, as it has been two long years without a signal at home, and this is my last hope before I leave vodafone.  Thanks, Fraser 

[Lee]

Hi there fraserlindsay,

Thanks for updating the thread.

I can confirm the VSS is not faulty and the only things preventing it connecting and providing a signal to your devices is either your ISP connection or your router.

These two things are out of our control, sadly.

You will need to contact the router manufacturer and ask them about port forwarding and whether it allows fragmented packets, along with how to temporarily disable your firewall.

Looking at post number 3; your traceroute looks ok apart from hop number 6 which looks to be very high. Your ISP should be able to offer advice on how to get around the slow response times.

Also, check portforward.com for your router make and model for port forwarding tips. Once again, your router manufacturer should be able to help with this.

Cheers,

Lee