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.

[Retired-Andy]

Hi Alex,

Here are the reset instructions for your Sure Signal:

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

If you’ve changed routers, did you put the Sure Signal in the DMZ?

If not, make sure the following ports are open/forwarded:

Port Number

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

Due to the number of routers available, we don’t have a list of devices compatible with PPPoE.

Any router you use will need to bridge to PPPoA.

If the unit works in a different location, there’s something in your current set up that’s affecting the connection.

Check your internal network IP addresses to make sure they’re set up correctly.

Also, try a different Ethernet cable to see if this helps.

Thanks,

Andy

[alexbuckland]

Hi Andy,

Yes I re-created the port forwarding on the different routers. I have in fact tried another router this evening, a cheap Addon we had lying around at work with the same results.

The router will flash the light on the furthest left white for 30 seconds and then both the other lights will light orange and the white light goes out. The power light continues to flash.

I have noticed that straight after this the SS then connects to:

20140716(21:20:39):[URL]:From  10.  0.  0.  5 access cluster14.vap.vodafone.co.uk
20140716(21:20:39):[URL]:From  10.  0.  0.  5 access initial-ipsecrouter.vap.vodafone.co.uk
20140716(21:20:39):[URL]:From  10.  0.  0.  5 access cluster14.vap.vodafone.co.uk
20140716(21:20:39):[URL]:From  10.  0.  0.  5 access cluster14.vap.vodafone.co.uk
20140716(21:20:39):[URL]:From  10.  0.  0.  5 access initial-ipsecrouter.vap.vodafone.co.uk

After 30 minutes of downloading, its restarts, and it starts all over again. I have checked all the cables, these are fine. There is also nothing wrong with my internal IP setup, I work in IT and deal with this all day.

I am starting to think it's a ISP issue. But I am visiting another site tomorrow with the same equipment as the previous site where it worked before using the same ISP (Fasthosts) as me - so I will see how that goes.

I am confused by your statement "Any router you use will need to bridge to PPPoA." can you clarify / expand on this please?

Thanks,

Alex.

[alexbuckland]

Could you reset my connection your end as well, I have read this can help please.

A.

[Retired-Ian_]

Hi Alex,

I've resynced the Sure Signal.

So that it completes can you follow these steps:

1. Locate the button on the base of the box next to the Ethernet ports
2. Press and hold the button for approximately 30 seconds
3. Once the lights come back on, release the button
4. The Sure Signal will come online in around 1 hour

We need to make sure that the modem side of your router connects with your ISP via PPPoA mode.

Thanks,

Ian

[alexbuckland]

Hi Ian,

Thanks. My connection is fibre and only connects via PPOE (as all fibre and cable does) are you saying the sure signal is not compatable with fibre (PPOE) connections? Surely that cannot be right.

Thanks,

Alex.

[Retired-Simon]

Hi alexbuckland,

The Sure Signal is designed to work with PPPoA.

If you have a PPPoE connection, the hardware that was supplied by your ISP should bridge the connection back to PPPoA.

If you’re not using the supplied router, we can’t guarantee that it’ll be able to bridge between PPPoE and PPPoA.

Are you using the original hardware?

Thanks,

Simon