Sure Signal v3 not working after switching Internet providers

[TrueSpeed]

Good Morining,

We are in internet service provider and some our customers are using Vodafone SureSignal and they have reported SureSignal stopped working after switching internet to us. Our routers configuration is not filtering the ports needed for the SureSignal to work.

Is there a process in place or a contact where we can request as an ISP for our ip addreses range to be whitelisted? That will enable your and ours customers to use Vodafone SureSignal.

Thank you,

Cristian 

[Rahim]

@TrueSpeed We can certainly check if your IP range is on our whitelist. 

Please provide your IP range and we'll take a look from our end. 

[TrueSpeed]

Hi Rahim, 

Thank you for your answer.

It's very likelly our ip's range not to be in your white list.

Do you have a contact or email where we can request to white list our ip range officially?

I wouldn't be happy to display our ip range on a public forum.

Thank you,

Cristian

[Mark]

@TrueSpeed

So we can check your IP address range, and check there are no other issues affecting your Sure Signal connection, 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

Mark

[TrueSpeed]

Hi =Rahim,

Our IP adresses ranges are        185.147.184.0/22
                                                     31.210.27.0/24

Please can these IP ranges be added to the Vodafone withelist.

Thank you,

Cristian

Truespeed  Comunications

[Mark]

@TrueSpeed

I've passed the IP address ranges provided to the correct team.

As soon as the range has been added, simply restart you Sure Signal, followed by your phone whilst in range and your service will resume.

Thanks,

Mark

[TrueSpeed]

Hi Mark, 

Please can you confirm when the ip range was added to the vodaone white list.

Thank you very much,

Cristian @ TrueSpeed

[Rahim]

@TrueSpeed I can see @Mark submitted a request to add your IP range to our whitelist on 22 December 2016. 

The requests usually get processed within 3 working days, however may take longer due to the holidays. 

[TrueSpeed]

Dear Rahim,

Can you please confirm whether our IP range is on vodafone whitelist or not?

Kind Regards,

Douglas @ Truespeed

[Rahim]

@TrueSpeed I can see that your IP range was successfully added to our whitelist on 29 December 2016. 

It may be worth temporarily resetting your router and Sure Signal to refresh your device on our server. 

Let us know if you need any further help with your Sure Signal.