Sure Signal not working

[jcook1954]

Hi,

I have had my sure signal device for over a year and I have always suspected that it has not been working properly. My calls were ok for me but the the far end always complained they couldn't hear me very well and that the line was noisey.  Around last October, one Sunday evening, I could not make calls on any of my Vodafone phones as the local cell site went down for a few hours.  If the sure signal device was working, I would still have still been able to make calls via the device.  This then prompted me to try to get this resolved. I have since been going around in cirlces between Vodafone and Virgin Media who are my ISP.  

After numerous tests, resets, port forwarding on my router and ping pong between both  operators I was still no closer to getting the problem resolved.

I have since found a Vodafone document on-line giving some hints on how to check the device and it contained some ip addresses to check.  I have checked all the ip addressses in the document and they all seem to fail at the same point :- 195.2.30.61 which is a C&W (now Vodafone) device according to whatismyipaddress.com.

I have pasted the full trace below for your information.  Hopefully you can help me get this working, I'm desperate now and don't know where else to turn.

Here is the full trace:-

JohnsMacBookPro:~ John$ 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)  4.672 ms  1.344 ms  1.237 ms

 2  10.58.120.1 (10.58.120.1)  12.135 ms  23.510 ms  25.431 ms

 3  popl-core-2b-xe-1122-0.network.virginmedia.net (82.2.51.85)  19.020 ms  20.888 ms  16.631 ms

 4  brnt-bb-2a-ae4-0.network.virginmedia.net (62.254.42.9)  22.025 ms  18.926 ms  19.821 ms

 5  popl-bb-2a-ae1-0.network.virginmedia.net (62.254.42.62)  18.457 ms  21.742 ms  28.417 ms

 6  * * popl-bb-1c-ae0-0.network.virginmedia.net (62.254.42.94)  32.107 ms

 7  xe-1-0-0-xcr1.lsw.cw.net (166.63.211.129)  54.311 ms  36.554 ms  19.948 ms

 8  ae12-xcr1.lns.cw.net (195.2.28.26)  24.733 ms

    ae2-xcr1.lnt.cw.net (195.2.30.54)  21.751 ms

    ae12-xcr1.lns.cw.net (195.2.28.26)  51.044 ms

 9  195.2.30.61 (195.2.30.61)  29.644 ms  24.199 ms  19.005 ms

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * *^C

JohnsMacBookPro:~ John

I have attached a copy of the document I found on-line and also the results of the other traceroute tests carried out on tall the ip addresses in the other document.

Hope you can help.

Thanks

John

[Retired-Andy]

Hi John,

Everything is fine with your traceroute and, for security, it stops when it reaches our servers.

Can you confirm that you’ve got the following ports open/forwarded:

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

If they are, we’ll need more information to be able to dig a little deeper.

Can you provide the following please:

Your Sure Signal serial number.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

Thanks,

Andy

[jcook1954]

Hi Andy,

Many thanks for your response.  I have checked the port forwarding for the list below on my router and some ports were forwarded against the correct local ip address of my sure signal device but not all.

The ports that were not forwarded were, 53, 67 to 68 and 33434 to 33445.

I have now forwarded these ports as well against the ip address for the sure signal device.  Will I need to restart the device in order for these ports to now work?

In the meantime, here is the information you requested :-

The serial number of my device is 40124119096

The speed test results from speedtest.net are Ping  = 23 ms, Download  speed = 24.77MB/s and Upload speed = 1.16MB/s

The ping test results from pingtest.net are ping = 31ms and jitter = 11ms

My external ip address is 82.10.195.59

Many thanks again for your assistance. 

Regards,

John

[Gemma]

Hi John,

I can see your Sure Signal made contact with the network at 02.02am today.

If you’re still facing issues, please let us know the light sequence you’re now seeing.

Thanks,

Gemma