IP Address Range Adding To White List

[RobColver]

Please can you add 185.152.3.143 to the white list?

[Gemma]

@RobColver - This IP address is already showing on our whitelist. 

Please let us know if there’s anything we can help with. 

[RobColver]

I work for a small wireless ISP called PineMedia.  We have a customer who, since switching from BT to our broadbadn service, can no longer use his Sure Signal.  I thought it might be because our range of IP addresses weren't on your whitelist but it seems that is not the case.  Where do you recommend we go next?  For example, could you provide a list of ports/protocols that need to be forwarded?  Is there any diagnostic information that would help?

Thank you in advance for your assistance - it is very much appreciated.

[Gemma]

@RobColver - You’re very welcome!

Please check their port forwarding is set up and if it’s still not working, please ask them to complete and post back the below template to us:

The issue you’re experiencing:

What light sequence you're seeing:

Your speed test results from here.

Your Sure Signal serial number:

The results of a 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.