SureSignal won't work.

[litt]

I have used a sure signal version  1 here for 2 years with no problems but a few days ago it stopped working. I have tried reset, holding reset button til all lights flash, taking out ethernet cable and replacing it etc as discussed in other peoples messages but no luck. I need this for work and need to get it working asap. Any advice gratefully received!

[Majka26]

speed test -

download 0.70

up load 0.35 ping test results- 123.75 Your external IP address 94.7.25.166
The results of a traceroute.

Microsoft Windows [Version 6.2.9200]
C:\Users\Maja> C:\Users\Maja>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:
  1     3 ms     4 ms     2 ms  myrouter.home [192.168.0.1]   2    40 ms    71 ms    43 ms  027fef72.bb.sky.com [2.127.239.114]   3     *       55 ms     *     027fed52.bb.sky.com [2.127.237.82]   4    54 ms    54 ms    54 ms  5adfcf00.bb.sky.com [90.223.207.0]   5    61 ms     *        *     5adfcf00.bb.sky.com [90.223.207.0]   6    76 ms    55 ms    78 ms  ae99.edge3.London2.Level3.net [212.187.201.57]   7     *        *        *     Request timed out.   8     *       57 ms    59 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]   9    58 ms    56 ms     *     ae-42-42.ebr1.London1.Level3.net [4.69.167.22]  10    81 ms    62 ms    58 ms  ae-57-112.csw1.London1.Level3.net [4.69.153.118]
 11    59 ms    56 ms    56 ms  ae-122-3508.edge4.London1.Level3.net [4.69.166.1 3]  12    82 ms     *       81 ms  195.50.122.66  13    85 ms    81 ms     *     85.205.116.10  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:\Users\Maja>

Your Sure Signal serial number:40132627767

[ijawuk]

SPEED TEST RESULTS:  

        DOWNLINK: 65.19mb/s

        UPLINK:   2.91mb/s

        PING: 78ms

PING TEST RESULTS:

Ping: 212.183.133.177

        Response time (ms)    Packet    IP Address    ms    Lost

                                            1           N/A               -       YES

                                            2           N/A               -       YES

                                            3           N/A               -       YES

                                            4           N/A               -       YES

                                            5           N/A               -       YES

                                           ALL        N/A               0      100%

EXTERNAL IP ADDRESS: 86.26.92.78

TRACERT RESULTS:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 7 ms 19 ms 6 ms cpc8-macc3-2-0-gw.1-3.cable.virginm.net [86.26.92.1]
3 10 ms 8 ms 10 ms bagu-core-2b-ae3-1906.network.virginmedia.net [80.5.160.241]
4 19 ms 12 ms 13 ms leed-bb-1b-ae7-0.network.virginmedia.net [80.5.161.245]
5 17 ms 22 ms 15 ms nrth-bb-1b-et-400-0.network.virginmedia.net [62.253.175.46]
6 17 ms 16 ms 16 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
7 33 ms 31 ms 31 ms ldngw1.arcor-ip.net [195.66.224.209]
8 31 ms 30 ms 32 ms 85.205.116.10
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.

ROUTER PORTS OPEN

ROUTER FIREWALL SETUP

NEED HELP DESPERATELY.  UNABLE TO CONNECT FOR PAST FOUR DAYS.  VODA CUSTOMER SERVICE CHAT AGENTS NOT HELPFULL - DON'T RETURN CALLS ETC.  LEAVING HERE THIS AFTERNOON TO GET ANOTHER PROVIDERS SIM SO MY CLIENTS CAN CONTACT ME IF THIS ISSUE ISN'T FIXED BY 2PM.  #veryfedup.com

[ijawuk]

When is this problem going to be dealt with?????

It has now been FIVE days since the problem occurred and FOUR days since it was first reported to you, and despite 15 phone calls in three days and countless online chats with "service agents" the problem still exists and you've done nothing about it.

It is LONG past the point where you should have got a grip of this issue.  I remember a similar nightmare with you and your Suresignal box two years ago.

PLEASE SORT THIS OUT URGENTLY!!!  That is ALL I want.  I want my Suresignal box to work with my phone.   It is that simple.

[ijawuk]

Hi Andy

I have opened the additional ports you requested.  I have also done a 'hard reset' on the Suresignal to be sure that it is seeing all the ports open it needs.   To date no change experienced.  I currently have no signal on the phone still.

The same/similar thing happened about two years ago with the same suresignal box (21196999375) and, after a week of mucking about with Vodafone not returning calls and generally being very unresponsive, one Technical Chap did something slightly different at the Vodafone end with the result that after about 2 hours everything was working again.

What he said to me at the time (I cannot remember specifics) is that there's something additional that Vodafone can do over and above the standard 'resynch'.   Whatever it was - it worked.  So can we please do it again?????

Thanks in hopeful anticipation.

[Retired-Andy]

Hi ijawuk,

Everything looks fine with your speed test, ping test and traceroute. Your IP address is on our whitelist so no problems there either.

As well as the ports you’ve got opened, can you also open the following ports please?

53                     TCP      UDP      

67                                 UDP                                                                

68                                 UDP    

33434 - 33445                UDP    

If this doesn’t fix things for you, can you supply your Sure Signal serial number so we can dig a little deeper?

Hi sharon04,

I’ve checked this morning and can see the Sure Signal connected to our servers at 03:22 yesterday, is everything now working for you?

If not, can you try the Sure Signal on a different internet connection, that of a family member or friend?

If, after set up, it works there, it suggests there’s something in your current set up that’s stopping the unit from keeping an open connection to our servers.

If it still doesn’t work, it may indicate a fault with the device. We can repair it for you but, as it’s out of warranty, it would cost £65.

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

Hi litt,

Port 1723 will need to be open so the Sure Signal will work correctly. You can check this by going into your router admin console.

If an IP Tunnel has been created, the unit will have lights 1,2 & 4 lit.

I’ve spoken to our support team who’ve advised that your Sure Signal has connected and updated today but doesn’t appear to be online at the moment.

Can you try the unit on a different internet connection, that of a family member or friend, preferably with a different ISP?

If the Sure Signal works there, it suggests there may be an issue with your internet connection and you’d need to speak with BT for more help.

If it still doesn’t work, it may indicate a fault with the device. We can repair it for you but, as it’s out of warranty, it would cost £65.

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

Thanks,

Andrew

[litt]

Hi Andrew

Port 1723 seems to be open. I haven't got an alternative place to try it.

In your opinion would a new Sure signal 3 solve the problem or it most likely a problem with the internet (which seems to be working fine in all other respects)?

[litt]

Speed test: Dowload 5.69, Upload 0.38

Ping 42 ms

IP 86.133.68.45

Serial number 21230725562

Microsoft Windows [Version 6.0.6002]

Copyright (c) 2006 Microsoft Corporation. All right

C:\Users\Robert>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.18
over a maximum of 30 hops:

1 4 ms 3 ms 3 ms BThomehub.home [192.
2 30 ms 30 ms 31 ms 217.47.110.186
3 29 ms 28 ms 29 ms 217.47.110.145
4 38 ms 31 ms 30 ms 213.1.69.114
5 30 ms 30 ms 30 ms 217.41.169.37
6 30 ms 29 ms 30 ms 217.41.169.107
7 29 ms 29 ms 30 ms acc1-xe-0-1-3.sf.21c
]
8 42 ms 39 ms 43 ms acc1-10GigE-5-2-1.sf
1.187]
9 50 ms 38 ms 37 ms peer1-xe3-0-1.teleho
54.219]
10 40 ms 38 ms 54 ms lndgw2.arcor-ip.net
11 39 ms 41 ms 41 ms 85.205.116.10
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.

[sharon04]

Hi, I have done the above several times and the Technical team have checked everything many times. Have decided 2 give up. I might as well have re- newed my contract with a cheaper network.

[sharon04]

Hi James, I have done several factory re-sets and have just done it again. Yes all those ports are open I have paid BT last Friday to do this. Any help you can give would be much appreciated.

[sharon04]

Hi James, Suresiganal serial number is 21230224806