Cannot connect via rural broadband

[jasonc]

Hi,

I have been trying over a period of months to get the SureSignal box my company has provided me to work .. I am connected to a rural broadband network, but am able to make IPSEC, SSL VPN connections as part of my work and have no issues with latency or bandwidth throughout typical activity. The network does make use of WiMax between my house and the physical internet connection, but I don't really see how this would prevent a SureSignal box from connecting to Vodafone's servers given my experiences above.

My external IP is: 128.65.103.206 (please check if this is on your whitelist)

SS Sn: 40120914797 (v2 device)

Ping: 73ms

Download: 2.04Mbps

Upload: 1.89 Mbps (yes, it's symmetric almost)

I have assigned a static internal IP address, with port forwarding for all relevant (BT Hub, any router and VM Hub) ports just to try and get further into this .. currently I am stuck with little or no technical feedback from the box to know where it is stuck ..

Currently the box is sat with the red power light on.

Can you confirm if my IP is in the whitelist and whether the SS box has been able to connect to the servers?

Thanks,

Jason

[Jenny]

Hi jasonc,

The Sure Signal is designed for fixed line broadband, so we can’t gurantee this will work with your broadband.

Your speeds look fine, however so that we can check everything fully, please get back to us with a full traceroute:

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,

Jenny 

[jasonc]

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:
 
  1     *        *        *     Request timed out.
  2    44 ms    40 ms    34 ms  172.16.32.1
  3    66 ms    93 ms   244 ms  ip-128-65-103-193.itps.uk.net [128.65.103.193]
  4   101 ms    82 ms    87 ms  vl-2053-cor-swi04-sun.itps.uk.net [128.65.103.165]
  5    96 ms   112 ms   258 ms  g001-cor-rtr02-sun.itps.uk.net [128.65.96.38]
  6    97 ms    99 ms   229 ms  ge2-5.core1.lon1.he.net [216.66.80.209]
  7   100 ms   173 ms    87 ms  10ge3-1.core1.lon2.he.net [72.52.92.222]
  8   273 ms     *      120 ms  lndgw2.arcor-ip.net [195.66.224.124]
  9   212 ms   201 ms   203 ms  85.205.116.14
 10     *        *        *     Request timed out.
 

[jasonc]

Pingtest results

MOS: 4.18 'C'

Packetloss: 0%

PING: 130ms

Jitter: 35ms

[Retired-Dave]

Hi jasonc,

In order to ensure a stable connection for the Sure Signal, the time at each step needs to be no more than 200ms.

Looking at your traceroute, it's frequently going over this, which would cause the Sure Signal to time out.

You'll need to speak to the service provider to see if they can find any reasons for the high times. This may be down to the type of connection, though.

Dave

[jasonc]

Thanks for the insight - I'll work with my provider to see what we can do.  They've let me know today that there are a couple of other suresignal users on their network, so it can work - but I need to first get some form of connection to the vodafone servers to prove this.

Here's today's traceroute result ... somewhat nearer what I'd expect is reasonable ..

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
 
  1     *        *        *     Request timed out.
  2   120 ms    29 ms    35 ms  172.16.32.1
  3    89 ms    43 ms    71 ms  ip-128-65-103-193.itps.uk.net [128.65.103.193]
  4    74 ms   146 ms    65 ms  vl-2053-cor-swi04-sun.itps.uk.net [128.65.103.165]
  5    94 ms    83 ms    69 ms  g001-cor-rtr02-sun.itps.uk.net [128.65.96.38]
  6    70 ms    83 ms    77 ms  ge2-5.core1.lon1.he.net [216.66.80.209]
  7    83 ms    94 ms    94 ms  10ge3-1.core1.lon2.he.net [72.52.92.222]
  8    79 ms    82 ms   101 ms  ae0-1802-xcr1.lsw.cw.net [195.66.224.182]
  9    78 ms    88 ms    76 ms  195.2.30.61
 10     *        *        *     Request timed out

Is there any evidence of my suresignal *ever* having connected at all ?

[Gemma]

Hi jasonc,

I can see your Sure Signal has made connection with the network at 10:05pm yesterday.

Has it started to work?

Thanks,

Gemma

[DavidLancaster]

Hi,

Forgive me for joining this thread but it looks like I have a very similar problem. My rural broadband is delivered wirelessly by Airband (airband.co). They assure me it is not 802.16 Wimax and that they have other subscibers using it with Femtocell / SureSignal units successfully.

My SS1 femtocell proved unreliable requiring de-registration / re-registration so I obtained a new SS3 this week and have been getting the same results on all attempts (including long resets etc.). After about an hour light 1 and 3 are on continuous indicating SS can't access the network properly. The ethernet connection is fine with traffic indicated on the SS (green on. flashing yellow).

I don't have any > 200ms hops in tracert.See output.

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

1 22 ms 19 ms 18 ms 192.168.1.1
2 40 ms 41 ms 29 ms 192.168.130.1
3 35 ms 46 ms 39 ms 82.147.5.53
4 38 ms 45 ms 53 ms ae1-1-core0.sdsdn.uk.as6908.net [62.149.52.57]
5 39 ms 37 ms 41 ms ae0-core0.sdsds.uk.as6908.net [62.149.50.94]
6 49 ms 64 ms 72 ms xe-0-0-3-core1.eqld5.uk.as6908.net [62.149.51.129]
7 79 ms 46 ms 42 ms xe-0-0-0-4.r02.londen01.uk.bb.gin.ntt.net [82.112.115.209]
8 52 ms 41 ms 39 ms ae-6.r02.londen03.uk.bb.gin.ntt.net [129.250.3.2]
9 40 ms 39 ms 41 ms xe-0.cw.londen03.uk.bb.gin.ntt.net [129.250.8.130]
10 47 ms 41 ms 53 ms 195.2.30.61
11 * * * Request timed out.
12 * *

Speed up and down is circa 9MB.

Pingtest shows 44ms with jitter 5ms and 0 packet loss. Grading the connection 'A'.

I have a Vonage VOIP unit on the network which they assure me doesn't affect SS. My router is Netgear WNR1000.

My serial number is 40134971130.

My IP is 217.10.134.34

Assistance greatly appreciated.

DL

[Jenny]

Hi DL,

As above, the Sure Signal is designed for fixed line broadband, so we can’t guarantee this will work with your broadband.

If your router’s set up to allow one VPN connection, this might not support both the Sure Signal and Vonage VOIP calls at the same time.

Is it possible for you to try this without the VOIP service connected?

Thanks,

Jenny

[DavidLancaster]

Hi Jenny,

The Netgear supports more than one VPN as I have my Checkpoint VPN to the office constantly active from one PC and one Mac.

I will pick a quiet time and close Vonage and work VPN to see if that helps investigate the cause but clearly that will not be a workable solution.

More later ... DL