Sure Signal not working after switching ISP

[tigersash]

I have recently switched from BT to Zen Internet on my FTTP line. Since the switch my Sure Signal box has stopped working. Is this an IP Whitelist issue as resetting the box has not fixed it?

[Jenny]

@tigersash - Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

• Your speed test results from here.
• Your ping test results from here.
• Your external IP address from here.
• The results of a traceroute.
• Your Sure Signal serial number:  

VSS Traceroute command

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[tigersash]

Troubleshooting did not change anything. Here are the results: 

1. Speed Test:

Ping 3ms | Down 73.60 Mbps | Up 21.00 Mbps

2. Ping Test: 

Ping 3ms | Jitter 0.21ms | Packet Loss 0%

3. External IP: 

88.97.8.91

4. Traceroute: 

Last login: Fri Jun  9 16:23:37 on ttys000

Sashs-MacBook-Pro:~ Sash$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.1.1 (192.168.1.1)  74.131 ms  1.244 ms  1.105 ms

 2  losubs.subs.bng2.th-lon.zen.net.uk (62.3.80.21)  3.710 ms  3.123 ms  3.226 ms

 3  ae1-183.cr2.th-lon.zen.net.uk (62.3.86.82)  4.125 ms  4.366 ms  6.513 ms

 4  xe-8-2-2.cr0-lon1.ip4.gtt.net (77.67.66.225)  3.193 ms  3.123 ms  4.113 ms

 5  xe-1-2-0.cr1-lon1.ip4.gtt.net (89.149.183.173)  130.577 ms

    xe-5-0-1.cr1-lon1.ip4.gtt.net (89.149.180.86)  3.585 ms

    xe-2-3-1.cr1-lon1.ip4.gtt.net (141.136.106.214)  3.748 ms

 6  ae9-xcr1.lns.cw.net (195.2.22.217)  3.652 ms  4.198 ms  3.713 ms

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5. Serial No:

21229663428

Many thanks for your help!

[Tash]

Thanks for confirming those details for us @tigersash.

Your Sure Signal will need to be set up for port-forwarding. Please see here for more information on this. 

If you need any further assistance, your Internet Service Provider (ISP) will be able to help with this.

Please let us know if you need any further help after speaking with your ISP :smileyhappy:

[tigersash]

Thanks for this, I will try this now. However I am still using my old router (Apple Airport Extreme), with which SureSignal worked fine before the switch from BT to Zen. So I doubt that opening the ports will change anything.

[Tash]

Thanks @tigersash, please keep me updated with how you get on :smileyhappy: