Sure Signal not working with Apple Airport Extreme router

[janemac]

I have a Sure Signal latest version.  Is it really possible for this to work with an Apple Airport Extreme router?

We have spent a considerable amount of time telephoning the Vodafone helpline, and talked through all sorts of possible solutions without success. They eventually concluded that our sure signal device must be faulty, which we returned and received a replacement. Unfortunately this will not work either. Shortly after plugging in, the red light starts flashing and continues flashing no matter how long it is left.

The new device has been correctly registered, and we have checked with our ISP that there is no port blocking. Checks on our line speed were confirmed as being OK.

The Airport connects via a Draytek Vigor 120 modem and we wondered if this was the problem. Draytek confirmed that connection was via PPPoE and that this is also the requirement for the Airport Extreme.

They stated that the Vodafone Sure Signal requires PPPoA and as such they did not believe that our system could connect successfully.

Is this the case? Are we wasting our time continuing to try?

Any advice to solve this problem would be gratefully received as our phone signal at our house is very poor.

[Retired-Lee]

Hi,

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

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

Thanks

LeeH

[janemac]

Hi,

Results are as follows :-

Speed test  -  Download  4.62  Upload  0.37.

Ping  67

External IP address  -  82.71.30.242

Traceroute  -

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  10.0.1.1 (10.0.1.1)  0.351 ms  0.235 ms  0.153 ms

 2  losubs.subs.dsl6.wh-man.zen.net.uk (62.3.83.21)  39.714 ms  39.528 ms  39.351 ms

 3  no-dns-yet-62-3-86-41.zen.co.uk (62.3.86.41)  40.263 ms  40.062 ms  40.077 ms

 4  ge-2-0-0-0.cr1.wh-man.zen.net.uk (62.3.80.49)  39.602 ms  39.690 ms  95.666 ms

 5  ge-3-0-0-0.cr2.th-lon.zen.net.uk (62.3.80.45)  46.599 ms  46.878 ms  47.363 ms

 6  ldngw1.arcor-ip.net (195.66.224.209)  48.750 ms  50.165 ms  47.557 ms

 7  85.205.116.10 (85.205.116.10)  48.213 ms  48.136 ms  49.301 ms

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Hope you can advise from this.

Regards,

JaneMac

[Retired-Andy]

Hi janemac,

Thanks for the information. Everything looks fine with your traceroute and your IP address is on our whitelist.

So that we can offer more help, can you provide your Sure Signal serial number please?

Thanks

Andrew

[janemac]

Serial Number is  40123689065.

Thanks.

janemac

[Retired-Andy]

Hi janemac,

Your Sure Signal hasn’t yet connected to our servers since it was registered. Can you take a look at this thread and try the suggestions made there. I’ve also resynced your Sure Signal so, to make sure the resync completes, can you perform a factory reset:-

• Press the button on the foot of the device by the Ethernet sockets
• Hold it in for approximately 30 seconds
• When the lights come back on, release the button
• The Sure Signal will come online in around 1 hour

Let me know how you go on.

Thanks

Andrew

[janemac]

I have tried the factory rest several times and left the SSD for a good few hours but no success.  The red power light always reverts to flashing and the sevice and users lights are steady orange.

I have looked at the thread you suggest which seems to confirm that my system as configured with Airport Extreme and Draytek Vigor 120 modem will not work.  The fundamental problem as I stated at the start of this thread is that SSD requires PPPoA network protocol and both Airport and Vigor use PPPoE.

As I see it my only options are to buy another (probably inferior at a reasonable cost) router/modem or try the Netgear modem suggested in the thread and hope that the setup described for a Time Capsule can be replicated on my system.

Any other sugestions will be gratefully received, but as things stand I am very dissapointed with this SSD and Vodafone should make it clear that there may be problems for those using Apple Airport routers.  I was assured by the Vodafone store in Inverness when I took out the contract for my phone that there would be no problem and I find myself stuck with a phone which is often virtually unusable in my house.

Regards,

janemac

[Retired-Dave]

Hi janemac,

Whilst PPPoE is not specifically supported by the Sure Signal system, we have confirmation from a number of customers that they have a functioning Sure Signal via this protocol. I'd certainly like to check a few things to find out if anything else might be the problem.

Other than the flashing red light, which other lights are lit? There are a few different combinations which mean different things so knowing which you're seeing would help.

Dave

[janemac]

The lights are red (power) flashing,  also service and users are steady lit orange.

[Retired-James]

Hi janemac,

Thank you for getting back to us.

Unfortunately the Sure Signal still hasn’t managed to obtain a connection to the server.

To be honest it sounds like the issue here could be the Draytek Vigor 120 modem as we have seen a few customers having trouble with this modem.

Can I ask if you have a different modem that you could try or do you have a friend or neighbour that would allow you to test the Sure Signal on their internet connection to help us identify if this is the issue or not.

James