2 VSS devices do not work since ADSL migration

[horizondave]

Hi,

We have an old V1 Suresignal and newer version , these do not work since a migration to a new Broadband provider utilising PPPOE.

There appears to be no lights after the initial switch on, the V1 box @ light does not flash and all three are off.

I have read many threads stating the PPPOE could be the issue? This is setup behind a Zyxel USG 100 firewall.

Or is there just the need for the devices to be reset/re-synched from your end and a manual reset on the devices?

Thanks

Dave

[horizondave]

We have reset the Sure Signal devices at the request of the chat session with Wesley on Vodafone chat.

The @ light is still off and not flashing. The device is on the LAN though.

Please advise urgently.

[Retired-Kay]

Hi horizondave,

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,

Kay

[horizondave]

Hi,

Speed test results are 14.64mb down, 0.54mb up.

Ping test result is 39ms / Jitter 13ms

External IP addresses are

80.229.10.138 & 81.140.64.118

Serial Numbers - 21197208206 & 40111040818

Trace Route as below -

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

  1    <1 ms    <1 ms    <1 ms  192.168.0.254
  2    58 ms   118 ms    26 ms  lo0-central10.ptw-ag04.plus.net [195.166.128.194
]
  3    26 ms    29 ms    27 ms  link-b-central10.ptw-gw02.plus.net [212.159.2.15
8]
  4    27 ms    50 ms    26 ms  xe-7-2-0.ptw-cr02.plus.net [212.159.0.254]
  5    27 ms    26 ms    26 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6    30 ms    30 ms    27 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    29 ms    27 ms    27 ms  85.205.0.93
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 

Thanks

[Retired-Sarah]

Hi horizondave,

I’ve checked this and can advise they are showing the last connected dates:

Serial number: 21197208206 –19/06/14

Serial number: 40111040818 –16/07/14

Please make sure the following is set up:

Ports to be opened for forwarding

• 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)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Thanks,

Sarah

[horizondave]

Assume you have missed some detail from the IP addresses? These are already open on the network anyway.

Can you please confirm if there are any issues with PPPOE connections and the Vodafone Sure Signal boxes?

Thanks

[horizondave]

Any further updates please?

Also, we have 2 Sure Signal devices on the network so am not able to port forward those ports to both devices?

Thanks in advance

[Ben_H]

Hi @horizondave ,

Are you using the one router for both Sure Signal devices, or two different ones? 

Thanks,

Ben

[horizondave]

Hi,

We have one firewall with 2 WAN PPPOE connections (one primary and one a failover) programmed in the single router. The two Sure Signal devices are on the network behind this.

Thanks

Dave

[Retired-Laura]

Hi @horizondave

Please can you try the each of the Vodafone Sure Signals plugged directly into the router, and let us know if this is affects hopw the Sure Signal is working.

If this is still not connecting correctly, please can you try the Vodafone Sure Signal in a different location? If this is giving any further light sequence, please let us know.

Cheers,

Laura