Sure Signal not working

[Herbs]

Our office is based in a serviced office and we cannot get the Sure SIgnal to work despite all the ports being opened on both our router and the main office router.

The IT company that look after it say that it will not work as the Sure Signal is PPoE and the Office block is PPoA.

Do you do a different version or have any suggestions as the Sure Signal is currently an expensive paperweight!

[chorotega]

The Sure Signal is only PPPoE, there is no other version.

[Herbs]

Any suggestions on how to get round this?

These are the result of trace

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Admin>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     4 ms     2 ms     2 ms  192.168.1.1  

  2     3 ms     2 ms     2 ms  192.168.0.1

  3    28 ms    27 ms    27 ms  82.153.1.61

  4    62 ms    43 ms    28 ms  91.85.10.17

  5    28 ms    28 ms    27 ms  62.164.130.73

  6    27 ms    26 ms    28 ms  ge1-1-core4.th.eclipse.net.uk [81.5.191.2]

  7    30 ms    28 ms    27 ms  vl-38.lon-th1cr.spn.kcom.com [86.54.183.249]

  8    37 ms    36 ms    56 ms  LDNGW1.arcor-ip.net [195.66.224.209]

  9    31 ms    30 ms    28 ms  85.205.116.6

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *

[grolschuk]

It shouldn't matter what way your ISP is connecting the office to the internet, as long as the SS can see the internet, and the ports are open, it should connect.

Is the SS getting a good IP address internally?

It may be the case that the public IP range is not on the whitelist at VF, so it will be rejected when trying to connect as it does not know if it is based in the UK.

[Herbs]

Still not working and IP address this end is fine. so how do I get Vodafone to resolve the whitelist?

[Retired-James]

Hi Herbs,

If you can let us know the External IP address from here, we can get this IP range checked for you.

James

[katiextx]

Anyone elses sure signal not working again? Mine has been down all day. Done a number of resets but still not working. It better not be a repeat of last time when it was down for weeks!! 

[katiextx]

Sure signal has been down all day. It has just had the one solid light. i have done a couple of resets but nothing. within the last hour it has looked like it is trying to connect again with 1st, 2nd and 4th light sequence and when all three go solid all lights go off then it restarts the sequence. (the 3rd light hasnt lit up since october when vodafone did an update however it still connects to my phone fine) 

Serial number 21230677953

1 3 ms 4 ms 3 ms 192.168.1.1
2 25 ms 29 ms 25 ms host-2-100-32-1.as13285.net [2.100.32.1]
3 24 ms 33 ms 23 ms host-78-151-225-23.static.as13285.net [78.151.2
.23]
4 25 ms 31 ms 23 ms host-78-151-225-140.static.as13285.net [78.151.
5.140]
5 24 ms 33 ms 23 ms xe-11-3-0-rt002.man.as13285.net [62.24.240.129]

6 40 ms 29 ms 29 ms xe-11-1-0-rt001.the.as13285.net [62.24.240.6]
7 32 ms 30 ms 29 ms host-78-144-1-61.as13285.net [78.144.1.61]
8 29 ms 28 ms 29 ms host-78-144-0-162.as13285.net [78.144.0.162]
9 35 ms 33 ms 34 ms LNDGW2.arcor-ip.net [195.66.224.124]
10 31 ms 31 ms 32 ms 85.205.116.10
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

race complete.

:\Users\Katie>

[katiextx]

Sure signal has been down all day. It has just had the one solid light. i have done a couple of resets but nothing. within the last hour it has looked like it is trying to connect again with 1st, 2nd and 4th light sequence and when all three go solid all lights go off then it restarts the sequence. (the 3rd light hasnt lit up since october when vodafone did an update however it still connects to my phone fine) 

Serial number 21230677953

1 3 ms 4 ms 3 ms 192.168.1.1
2 25 ms 29 ms 25 ms host-2-100-32-1.as13285.net [2.100.32.1]
3 24 ms 33 ms 23 ms host-78-151-225-23.static.as13285.net [78.151.2
.23]
4 25 ms 31 ms 23 ms host-78-151-225-140.static.as13285.net [78.151.
5.140]
5 24 ms 33 ms 23 ms xe-11-3-0-rt002.man.as13285.net [62.24.240.129]

6 40 ms 29 ms 29 ms xe-11-1-0-rt001.the.as13285.net [62.24.240.6]
7 32 ms 30 ms 29 ms host-78-144-1-61.as13285.net [78.144.1.61]
8 29 ms 28 ms 29 ms host-78-144-0-162.as13285.net [78.144.0.162]
9 35 ms 33 ms 34 ms LNDGW2.arcor-ip.net [195.66.224.124]
10 31 ms 31 ms 32 ms 85.205.116.10
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

race complete.

[Retired-PaulE]

Hi katiextx, 

Everything looks ok on your traceroute - I've checked your serial number and your unit updated on our servers last night at 8:26pm.

Are you back up and running now?

Let me know if you're not, and what light sequence you're seeing

Paul