Sure Signal Box V3 Issues

[dancsg]

Hi there,

We have a customer with an issue connecting with the Vodafone Sure Signal Box v3. The power light is flashing, Internet light off, service and in use lights both orange. The customer is on an MPLS circuit, is this the issue? We have allowed all IP's and ports you recommend in this thread http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Lights-power-flashing-internet-off-service-off-u...

When we run a ping test we get the message

“Packet Loss Test Error – Couldn’t connect to the test server. A firewall could be blocking the connection or the server might be having some issues. Please try again later.”

The customer takes the device home and it works on his home broadband fine.

Kind regards,

Dan

[Apple_Fanboy]

Hi Danc

The IP range you have given is a Class C used only for internal networks. We would need the external IP range used by ClaraNET

I have looked up Claranet.co.uk and think the info below is correct, we just need one of the Forum guys to check the below IP range (195.245.201.0 - 255) is on the white list

Network information

DNS server (NS records)	ns0.clara.net (217.158.169.7) ns2.clara.net (195.245.201.35) ns1.clara.net (195.8.69.36)
Mail server (MX records)	mailspool.clara.net (80.168.44.10) mailspool2.clara.net (80.168.44.10)
IP address (IPv4)	195.245.201.10
IP address (IPv6)	2001:a88:0:fffa::8
ASN number	8426
ASN name (ISP)	ClaraNET LTD
IP-range/subnet	195.245.201.0/24 195.245.201.0 - 195.245.201.255

Thanks

John

[dancsg]

Thanks John. Is there someone I can message to ge the IP's checked?

[Gemma]

@dancsg

The external IP address 89.206.248.16 is showing on the whitelist.

I can see from your previous post, some of the ports have been checked.

Please also check if these are open:

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 1723 (TCP & UDP)
• 33434 - 33445 (UDP)

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.

[dancsg]

Hi Gemma,

We have peviously allowed all ports on the below IP's, which made no difference. We have also done a reset since these were allowed to no avail. Do you have any further suggestions?

Vodafone_212.183.131.128/26

Vodafone_NTP_212.183.133.181/32

Vodafone_NTP_212.183.133.182/32

Vodafone_VSS_212.183.133.177/32

Vodafone_VSS_212.183.133.178/32

Vodafone_VSS_212.183.133.179/32

Kind regards,

Dan

[duncanblowe]

And yet again, VF give out the wrong information for a SS3. To reset, press and hold the button for around ten seconds and release it. You can press it and hold it until Christmas and the lights won't do what they have said. If you press it for longer than about thirty seconds, it will switch off when you release the button.

[dancsg]

Also, we have just rese the device again and have less lights than before. e now have power - flashing, internet - off, service - off, use - solid orange. 

Preiously we had power light flashing, Internet light off, service and in use lights both orange.

Kind regards,

Dan

[Retired-EricChe]

@dancsg - As this is working fine on another connection, we know the issue isn’t with the Sure Signal itself.

With this being blocked by the firewall, the customer will need to contact their ISP or router manufacturer for further help - this isn’t something we support.