Sure Signal not working

[Batem]

Hi

Could someone please help, I registered my SS on Friday and to date have had no joy in getting it working.  I have spoken to VF on numerous occasions, I have logged a call, I have provided all the information required i.e. tracert etc.  I have also set up port forwarding on the router BUT still have had no response from anyone. 

Could someone please help or at least have the decency to respond to me as I'm getting very frustrated looking at my SS box which is still not working.

If VF don't have any idea as to why it is not working perhaps someone else has had the same issue and can make some suggestions.

[Retired-Matt_Vo]

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

Matt
Moderator

[Batem]

Matt

I have already done this and emailed one of your representatives with this information as per his instructions ... the case has been logged under CS00012345174.  What I am looking for is some form of update on a case that was logged on Monday.

Tiffany

[Batem]

Information again:-

Speed test

Ping – 5ms

Download speed – 20.09Mbps

Upload speed – 1.11Mbps

Ping tests

Packet Loss – 0%

Ping – 18ms

Jitter – 4ms

External IP address – 80.1.104.145

Your Sure Signal serial number: 40124135522

The results of a traceroute.

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  my.router [192.168.1.1]

  2    10 ms    11 ms    10 ms  cpc30-hers4-2-0-gw.6-3.cable.virginmedia.com [80.1.104.1]

  3     9 ms    15 ms    10 ms  hers-core-1b-ae1-1672.network.virginmedia.net [80.3.33.189]

  4    11 ms    11 ms    11 ms  popl-bb-1c-ae8-0.network.virginmedia.net [62.253.174.213]

  5    15 ms    10 ms    12 ms  nrth-bb-1c-ae7-0.network.virginmedia.net [62.253.174.137]

  6    12 ms    11 ms    18 ms  nrth-bb-1b-ae11-0.network.virginmedia.net [62.253.174.109]

  7    14 ms    15 ms    15 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]

  8    17 ms    19 ms    28 ms  LDNGW1.arcor-ip.net [195.66.224.209]

  9    17 ms    15 ms    15 ms  85.205.116.14

10     *        *        *     Request timed out.

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     *     ^C

C:\>

Pathping results:-

c:\>pathping 85.205.116.14

Tracing route to 85.205.116.14 over a maximum of 30 hops

  0  UKXXBATEMML1C.corp.emc.com [192.168.1.85]

  1  my.router [192.168.1.1]

  2  cpc30-hers4-2-0-gw.6-3.cable.virginmedia.com [80.1.104.1]

  3  hers-core-1a-ae1-1673.network.virginmedia.net [80.3.33.73]

  4  brnt-bb-1c-ae10-0.network.virginmedia.net [62.253.174.205]

  5  brnt-bb-1a-ae11-0.network.virginmedia.net [62.253.174.29]

  6  glfd-bb-1b-as1-0.network.virginmedia.net [212.43.163.105]

  7  glfd-tmr-1-ae5-0.network.virginmedia.net [213.105.159.46]

  8  tcl5-ic-1-as0-0.network.virginmedia.net [62.253.185.78]

  9  LNDGW2.arcor-ip.net [195.66.224.124]

10  85.205.25.129

11  85.205.116.14

Computing statistics for 275 seconds...

            Source to Here   This Node/Link

Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address

  0                                           UKXXBATEMML1C.corp.emc.com [192.168.1.85]

                                0/ 100 =  0%   |

  1    0ms     0/ 100 =  0%     0/ 100 =  0%  my.router [192.168.1.1]

                                0/ 100 =  0%   |

  2   14ms     0/ 100 =  0%     0/ 100 =  0%  cpc30-hers4-2-0-gw.6-3.cable.virginmedia.com [80.1.104.1]

                                0/ 100 =  0%   |

  3   11ms     0/ 100 =  0%     0/ 100 =  0%  hers-core-1a-ae1-1673.network.virginmedia.net [80.3.33.73]

                                0/ 100 =  0%   |

  4   13ms     0/ 100 =  0%     0/ 100 =  0%  brnt-bb-1c-ae10-0.network.virginmedia.net [62.253.174.205]

                                0/ 100 =  0%   |

  5   20ms     0/ 100 =  0%     0/ 100 =  0%  brnt-bb-1a-ae11-0.network.virginmedia.net [62.253.174.29]

                                0/ 100 =  0%   |

  6   19ms     0/ 100 =  0%     0/ 100 =  0%  glfd-bb-1b-as1-0.network.virginmedia.net [212.43.163.105]

                               0/ 100 =  0%   |

  7   16ms     0/ 100 =  0%     0/ 100 =  0%  glfd-tmr-1-ae5-0.network.virginmedia.net [213.105.159.46]

                                0/ 100 =  0%   |

  8   15ms     0/ 100 =  0%     0/ 100 =  0%  tcl5-ic-1-as0-0.network.virginmedia.net [62.253.185.78]

                                0/ 100 =  0%   |

  9  ---     100/ 100 =100%   100/ 100 =100%  LNDGW2.arcor-ip.net [195.66.224.124]

                                0/ 100 =  0%   |

10   21ms     0/ 100 =  0%     0/ 100 =  0%  85.205.25.129

                                0/ 100 =  0%   |

11   17ms     0/ 100 =  0%     0/ 100 =  0%  85.205.116.14

Trace complete.

c:\>

[Retired-Dave]

Hi Batem,

Thanks for posting them. We handle a high proportion of Sure Signal queries here on the eForum, so we've seen many of the issue which can cause a lack of service.

The details you've posted look OK, but the Sure Signal has not managed to connect to the systems at this end.

Can you confirm which version of the Sure Signal you've got (see the images here - I'm guessing the smaller one at the bottom but I want to be sure) and what light sequence you're seeing, as different ones indicate different issues.

There are a few general checks for any situations like this you can try.

- Ensure the following ports are open for forwarding: 8, 50, 123, 500, 1723, 4500

 - Set the Maximum Transmission Unit (MTU) on the router to 1500. If the setting will not go that high, set it to the maximum available.

 - Try the Sure Signal through an alternate port on the router

 - Try an alternate Ethernet cable to connect the Sure Signal.

Finally for now, you mention people having the same issue and you're quite right, they may have suggestions. If you can confirm the router you're using then this may help narrow things down for them.

If we can't see anything with that information then we can take a look and see what has come of that request. We'd need to get your details to check on this, though, so as these checks tend to help pinpoint most issues it may be quicker to get this covered first.

Dave

[Batem]

I believe the SS is now working, after an upgrade to the firmware on the router.