Sure Signal Issues

[rneil35]

Hi,

I am trying to help a client who are having issues with their Vodaphone Sure Signal as follows.

Customer has tested this as working through his BT ADSL backup connection, so issue appears to be when he connects through the FTTC.

The serial number of the Sure Signal device is 40134951223

A traceroute from the router to 212.183.133.179

Traceroute run from router to 212.183.133.179, 30 hops max through WAN2 protocol ICMP

1 198.52.45.69 10 ms

2 198.52.45.17 10 ms

3 198.52.45.5 10 ms

4 198.52.45.9 10 ms

5 46.226.7.7 30 ms

6 46.226.7.89 30 ms

7 195.50.126.221 50 ms

8 Request timed out. *

9 4.68.72.94 30 ms

10 195.2.24.110 30 ms

11 195.2.25.170 40 ms

12 Request timed out. *

13 Request timed out. *

The WAN ip address of the router

The customer's WAN IP address is 198.52.45.70 which is then announced via BGP to another WAN ip address of  ​185.100.68.121.

Any help to get this resolved would be appreciated all relevant ports have been opened.

regards

Ryan Neil

[Colleen]

@rneil35 Please advise your client their Sure Signal has been resynced, to refresh their services on our servers. 

Ask them to allow six hours for this to complete, then reset their Sure Signal to complete the process. 

If they need any further help, just let us know.

[rneil35]

Hi,

The client has tried and there is still no connection.

Is there anything else that can be done to resolve this.

regards

Ryan Neil

[Rahim]

@rneil35 Please confirm the current light sequence on the Sure Signal.

If you could also please let us know if the device has recently moved location?

You'll need to ensure port-forwarding has been enabled on your clients router to allow the device to obtain a connection from the ISP (internet service provider). 

[gsmsecure]

Why does tech never suggest checking router MTU setting?

Are Vodafone in denial over this issue and that after being told over 3 years ago that this would become a major problem unless someone pulled their finger out and fixed it.

If port forward does not work, confirm MTU setting is at least 1500 otherwise you've got no chance of it working.

Of all the replies I have seen suggesting network issues, not once have I seen a single reply suggesting MTU could be the problem.

Or is this the stage it is easier to blame the ISP as there is going to be a cost of a new router involved??

"compatible with most broadband providers' is almost comical...