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Hi prslimited,
Can you double check that serial number for me as it's showing invalid?
Thanks,
Kay
Hi prslimited,
I can see that the Sure Signal hasn't connected for almost a fortnight, and although we've done some resyncs recently, there have been a number of alerts since showing a change of location.
To clear these, I've done a fresh resync. Can you give the box a fresh reset to pick this up?
I can also see that we've cleared the "faulty" status for you, so you should now be able to log in and manage your Sure Signal online.
Can you try the following for me?
- Check the Ethernet lights on the Sure Signal to ensure they're lit/flashing.
- Try connecting the cable to a different socket on the router.
- Try a different Ethernet cable
I'd also suggest rebooting the Sure Signal and router together. It can clear any traces of an old connection which are getting in the way.
- Switch off the Sure Signal.
- Switch off the router.
- Restart the router only.
- Allow the router to fully reboot.
- Switch on the Sure Signal.
Dave
Hi Colin,
I’ve checked your serial number today and can see it’s still not connected to our servers since 11 September.
Do you have an alternative router you can try to see if this fixes it?
If not, can you check to make sure the right ports are forwarded?
The following is a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address.
For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.
Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26
Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP
Port 8 - TCP/IP
Port 1723 (BT customers only) - TCP/UDP
Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191
Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).
BT Infinity Customers.
If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.
Once this has been selected please restart your router and Sure Signal.
Check your MTU settings.
Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.
Change the value of the MTU size to 1500.
Log out of the router, this will usually result in a reboot.
Perform a reset of the Sure Signal:
-Hold in the reset button until all lights go solid
-Pull the power lead out with the reset button still pushed in
-Continue to hold down the reset button and reconnect the power lead
-Wait for all lights to come on and then release the reset button
The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.
If this doesn’t help, the next option would be to try the Sure Signal in a different location.
If it works there, it would suggest that there’s something in your current set up that’s preventing the Sure Signal from connecting to our servers.
Let me know how you go on.
Cheers,
Andrew
Hi Colin,
The flashing internet light you saw at your friends house meant the Sure Signal was being configured.
The process can take up to 6 hours to complete and if it’s interrupted, will start again from scratch.
I can see you’ve deregistered and re-registered the unit today, can you leave it a full 24 hours to see if it settles down?
If it doesn’t, and as it appeared to work at your friends, there’s something possibly at your home address that may be causing this issue.
Let me know how you go on.
Cheers,
Andrew
Hi there prslimited,
It's highly unlikely it's a local issue.
Having a look around the forum, there are other customers who have the VSS working in conjunction with BT Infinity.
Have a look here or here for some pointers.
This post might offer some help too.
Cheers,
LeeH
