New Sure Signal V3 Not Working

[alexbuckland]

Hi Vodafone,

I obtained a new Sure Signal recently but for the life of me cannot get it to work, the power light continously flashes with the two lights on the right hand side lit. From the instuctions online I assume it cannot connect to Vodafones servers.

I am an IT professional, so to save time here is what I have tried. I am running a Vigor 2920 on FTTC.

• Every possible method of port forwarding, now pointing DMZ to the SS
• Several different firmware revisions for the Draytek
• Disabling Vigor firewall and DOS prevention
• Resetting the device
• I have verified the device appears to be connecting to vodafone by checking the NAT tables / logs
• Connecting the device directly to the router, and via a switch

My testing results are as follows:

Down Speed: 32.28Mb

Up Speed: 8.67 Mb

Ping: 26 Ms

IP: 77.68.17.21

Trace route results:

C:\Users\Alex>tracert 212.183.133.177

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  my.router [192.168.1.1]  

2    23 ms    24 ms    23 ms  lo0.art0.fhdis.fasthosts.net.uk [88.208.255.23

3   104 ms    24 ms    23 ms  ge5-2.hrt0.fhdis.fasthosts.net.uk [88.208.255. ]  

4    24 ms    23 ms    24 ms  88.208.255.145  

5    36 ms    29 ms    31 ms  te1-4.bb-c.the.lon.gb.oneandone.net [88.208.25 58]  

6    35 ms    46 ms    42 ms  te-1-2.bb-c.nkf.ams.nl.oneandone.net [212.227. 0.133]  

7    36 ms    37 ms    37 ms  xe-2-0-0-12.ams20.ip4.tinet.net [213.200.75.93

 8    35 ms    35 ms    35 ms  ae3-xcr1.amt.cw.net [195.2.22.29]  

9    43 ms    43 ms    43 ms  ae11-xcr1.amd.cw.net [195.2.25.45]  

10    36 ms    35 ms    35 ms  ae8-xcr1.lsw.cw.net [195.2.25.93]  

11    42 ms    42 ms    42 ms  ae12-xcr1.lns.cw.net [195.2.28.26]  

12     *        *        *     Request timed out.  

13     *        *        *     Request timed out. 

and so on until 30 - Trace complete.

Can someone technical tell me if the Vodafone end has actually seen my device yet, and whitelist my IP if needed, and provide some advice.

Many thanks!

Alex.

[alexbuckland]

Whoops, I forgot to include the serial number:

42141627655

Thanks.

[Retired-Simon]

Hi alexbuckland,

Your IP is whitelisted and your tests all look fine.

The traceroute hits our servers, but looking at the Sure Signal serial number, it’s never connected.

Could you try the Sure Signal on an alternative connection, just to rule in or out a possible faulty device?

Thanks,

Simon

[alexbuckland]

Hi Simon,

Ok thanks for the update, it's been on all weekend and no luck. I will take it elsewhere tomorrow and try it out. How long should I leave it on in the new location before assuming it's not working?

Thanks,

Alex.

[Ben_H]

Hi Alex,

You'll only need to test it for an hour or so. If you see any symptoms such as different lights or service messages on the phone, be sure to include them in your reply.

Cheers, Ben 

[alexbuckland]

Hi,

Thanks for the reply. I am very confused now, I have bought the device to a site I am working at today and connected it to the LAN, and after about 30 minutes its working!

I dont understand this network is locked down much more than at home, with high end cisco firewalls!

Confused.....

Alex.

[alexbuckland]

Hi again,

Ok, I took the SS back home last night and tried everything I could - including factory resetting the Vigor but it is still not working.

Question: Do I have to reset the SS (if so whats the correct procedure for a V3) or do you have to reset anything your end when I move it between locations?

I am going to try a different router (something a little more simple) tonight to see if i have any luck.

Thanks.

[Sukhi]

Hi alexbuckland,

I recommend trying a reset, this can be done as follows:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour.

Thanks,

Sukhi

[alexbuckland]

Thanks,

But I dont think these are the correct instructions, I have a V3.

• It doesnt have a power lead
• The lights dont change when I hold down the reset button for 30 seconds

Please re-send me some up to date instructions....

Alex.

[alexbuckland]

Hello,

Ok, I am now running out of patience. I have now replaced my Vigor with a basic Netgear (N300) but it still fails to work. I have again tried various firmware revisions, reset, deregister and forwarding settings and I am still stuck with the power light flashing and 2 orange lights after about 30 seconds after powerup.

I appriciate that it worked on another site, but I fail to see why it should not work at home, I need some technical support from someone who knows this product inside out please.

I would also like a list of known compatable routers for PPOE please.

Alex.