SureSignal Problems

[MikeKearley]

I recently was supplied with a replacement Virgin Super Hub Router/modem & now find the Sure signal 1 will not connect. Virgin assure me that all the requested ports are open,- as supplied by Vodaphone. Lights 1 & 2 remain on & rebooting does not work.

Details of the tracing route are-

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Mike>tracert 212.183.133.177

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

1 8 ms 9 ms 6 ms cpc18-nail3-2-0-gw.18-1.cable.virginm.net [81.11
0.198.1]
2 7 ms 6 ms 8 ms aztw-core-2b-xe-021-703.network.virginmedia.net
[80.1.243.241]
3 10 ms 11 ms 19 ms brhm-bb-1c-ae13-0.network.virginmedia.net [80.1.
240.177]
4 * 12 ms 14 ms tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
5 17 ms 22 ms 21 ms lndgw2.arcor-ip.net [195.66.224.124]
6 16 ms 15 ms 15 ms 85.205.116.6
7 * * * Request timed out.
8 * * * Request timed out.
9 *

Download speed is 32.1Mb

Upload 1.9Mb

Ping 7ms.

The Sure Signal was working perfectly before the router was swapped.

Any help would be appreciated.

Mike

[MikeKearley]

I have done another factory reset. The 2nd light started to flash, but after about 15mins it stayed on all the time . Is there a solution or do I bin the Sure Signal?

[MikeKearley]

A followup.

There seems to be a sequence that is repeated every 10mins or so-

Light1 on  all the time

Light 2 flashing  after about 3 mins

Light 2 on after about 3 mins

Light 4 flashing for about 3 mins

Sequence repeated

[Retired-James]

Hi MikeKearley,

Has this stopped cycling now?

I can see that it’s now connected to the server, so should be working again for you.

James

[MikeKearley]

Still sequencing, I'm afraid!

[Jenny]

Hi MikeKearley,

When it follows that sequence, this usually means it’s updating and trying to establish a connection. This needs to be left for 24 hours to complete.

I can see your Sure Signal last connected to our servers this morning. Is it still going through the same sequence or has this settled now?

If this is still doing the same then I recommend you try this on another connection (a friend or family members house).

This will help us to check if the fault’s with the Sure Signal or the connection. Please try this using a different Internet Service Provider.

Thanks,

Jenny

[MikeKearley]

Hi,

It has been sequencing for over 48 hours now,- I have just tried yet another factory reset. If I try using it on another connection do I just plug it in or do I need to register a change of location?

[Ben_H]

Hi MikeKearley,

You'll only need to plug it in for an hour or two.

The address registration isn't essential. It's primarily used for the emergency services should you call 999 and they need help to confirm the call origin.

Let me know how you get on.

Cheers, Ben

[MikeKearley]

Thanks for your reply.

If I just plug it in to another ISP it should work? If it doesn't can I assume that it is faullty?

[Retired-Andy]

Hi MikeKearley,

The Sure Signal should work yes, but it may need to go through the set up process first.

This process can take up to 6 hours to complete.

You’ve mentioned that Virgin have said you’ve got all the right ports open.

Can you confirm that the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

I’ve just checked your serial number and can see a location change has been detected.

I’ve updated the system to remove this message for you.

So that the Sure Signal can pick up the changes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• When the Sure Signal is back online (around 5 minutes), re-insert the Ethernet cable.

If none of the above works for you then the unit may be faulty.

As it’s no longer under warranty, any repair would be chargeable.

You may wish to consider a new Sure Signal for £100.

Let me know how you go on.

Cheers,

Andy

[MikeKearley]

Hi Andy,

Not sure I understand your instruction re. inserting the ethernet cable when the Sure Signal is back on line. Does not the cable have to be inserted in order to get on line?

I have copied the port list from the router, is this all correct?

Mike

Predefined Rule

Service  -SERVICES- 

Name

Start Port

End Port

Protocol  TCP 

UDP   TCP&UDP  UDP

IP Address192.168.0.

Port Forwarding RulesName  Port Range  Protocol  IP Address  Enable Delete

vodafone1	8	TCP	192.168.0.3
vodafone2	50	TCP	192.168.0.3
vodafone3	53	TCP	192.168.0.3
vodafone4	1723	TCP	192.168.0.3
vodafone5	67	UDP	192.168.0.3
vodafone6	68	UDP	192.168.0.3
vodafone7	123	UDP	192.168.0.3
vodafone8	500	UDP	192.168.0.3
vodafone9	4500	UDP	192.168.0.3
vodaphone10	33434..33445	UDP	192.168.0.3