Lights 1,2 and 3 solid but not phones connecting

[tlpvoda]

We have recently changed our internet connection and so have a new router. When I plug in the Sure Signal box the power light, internet light and in service light are solid but no phonoes can connect and the in use light is off.

I have completed the diagnostics, please see the results below:

Speedtest - Download=42.08Mbps, Upload=8.56Mbps

Ping - Packet Loss=0%, Ping=19ms, Jitter= 1ms, Grade=A

External IP=84.92.89.74

Sure Signal Box Serial No. 42143939231

Tracert

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  10.11.12.1

  2    15 ms    18 ms    15 ms  lo0-central10.ptw-ag03.plus.net [195.166.128.197]

  3    15 ms    15 ms    15 ms  link-b-central10.ptw-gw02.plus.net [212.159.2.154]

  4    15 ms    15 ms    15 ms  xe-4-3-0.ptw-cr02.plus.net [212.159.0.246]

  5    15 ms    15 ms    15 ms  ae2.ptw-cr01.plus.net [195.166.129.4]

  6    16 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]

  7    16 ms    16 ms    16 ms  85.205.0.93

  8     *        *        *     Request timed out.

  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.

Trace complete.

I have reset the Sure Signal box several times and and rebooted the router several times. Any help would be appreciated.

Thanks

[Retired-Rodney]

Hi @tlpvoda,

Please contact your Internet service provider and ensure the following ports are open;

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                                                                       

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,

Rodney 

[tlpvoda]

Hi @Rodney

I have done this by opeing all the ports outlined below on the router and forwrding them to the Sure Sginal box which I have set a reservaton for in DHCP. The Sure Signal took a while to come back up but when it did I am in the same situation.

Is there anything else I can do?

Thanks

[Retired-Rodney]

Hi @tlpvoda,

To ensure this isn't an issue with your Sure Signal, can you please try your SS in a different location?

Once you've done this, please let us know the outcome.

Thanks,

Rodney  

[tlpvoda]

Hi @Rodney

I just wnated to let you know this has been resolved by Vodafone telephone support, thanks for your help.

[quinnster77]

What did support do to resolve the issue? I'm having the same problem after following the tips provided

[tlpvoda]

I had to make sure the router (it is a Draytek) allowed vpn protocols to be forwarded by turning off vpn access on the router (as well as port forwarding). It also appeared that the phone I was testing was not registered to be used on the Sure Signal (every phone you want to use has to be registered). After that the telephone support forced the phone registration through and I rebooted the phone it logged onto the Sure Signal.