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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
Matt
Moderator
Hi Kengr1,
Thanks for the information you’ve provided.
Are you using both Sure Signals at the same time on the same connection? Each unit needs a minimum of 0.3Mbps upload speed to work correctly, so with your overall upload speed being 0.37Mbps, this may explain the cause.
If this is the case, then you’d need to speak with your Internet Service Provider (ISP) about increasing your line speed.
Your Sure Signal connected to our servers yesterday at 14:08 so, to make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you.
To make sure the resync completes, can you perform a factory reset:-
- Hold down the reset button until all the lights show/flash (about 30 seconds)
- Keeping the reset button held down, remove then re-insert the power lead
- Once all the lights display, release the reset button
- The Sure Signal will come online in about an hour
Let me know how you go on.
Thanks
Andrew
If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.
Hi Kengr1,
Thanks for getting back to us.
Even though the speeds are the same as your old ISP, you have said that you’ve also changed your router and reconfigured your network.
It’s still possible that there’s an issue with the speeds due to running two Sure Signals however we can check things a little further.
Please try the following:
Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.
The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com
Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26
Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP
Port 8 - TCP/IP
Port 1723 (BT Customers only) - TCP/UDP
Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191
Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.
Check your MTU settings
Log into your admin page for your router
Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.
Change the value of the MTU size to 1500 if this is allowed by your router
Log out of the router, this will usually result in a reboot.
- Perform hard rest of the VSS unit by
- Hold in the reset button until all the lights go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all of the lights to come on then release the reset button
The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.
Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).
Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.
Please provide your ISP with some information supporting the network performance issue such as a number of speedtests performed throughout the day and a trace route.
Thanks,
Jenny
Hi Kengr1,
As long as you have opened the ports as described then it should be fine.
Looking at the registration everything looks fine as it has updated on the server two days ago.
However, I can see that there is a location move that has been detected.
I’ve updated this for you today and re-synced the Sure Signal, please let me know how you get on this evening.
James
