Sure Signal with no 3G (No tracert path)

[scaramanga207]

Hi,

My Suresignal has stopped working.  I've got the results of your recommended tests below - the traceroute fails....  Please help.

Vodafone SureSignal Serial Number:

 21197106558

Speed Test Results:

 Ping 32ms

 Download Speed - 6.94Mbps

 Upload Speed - 0.88Mbps 

Ping Test Results:

 Ping 28ms

 Jitter 0ms

External IP Address:

 IP Address: 78.145.108.189

Trace Route:

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

  1     3 ms     1 ms     1 ms  api.home [192.168.1.254]   2    21 ms    21 ms    20 ms  host-78-145-96-1.as13285.net [78.145.96.1]   3    21 ms    22 ms    22 ms  host-78-151-225-57.static.as13285.net [78.151.225.57]   4    23 ms    23 ms    31 ms  host-78-151-225-249.static.as13285.net [78.151.225.249]   5    28 ms    30 ms    28 ms  host-78-144-11-71.as13285.net [78.144.11.71]   6    95 ms    73 ms    74 ms  host-78-144-10-72.as13285.net [78.144.10.72]   7    31 ms    29 ms    29 ms  ldngw1.arcor-ip.net [195.66.224.209]   8    30 ms    30 ms    29 ms  85.205.116.6   9     *        *        *     Request timed out.  10     *        *        *     Request timed out.  11     *        *        *     Request timed out.  12     *        *     ^C

>ping 212.168.133.177

Pinging 212.168.133.177 with 32 bytes of data: Request timed out. Request timed out. Request timed out. Request timed out.

Ping statistics for 212.168.133.177:     Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

[Retired-Andy · Accepted solution]

Hi scaramanga207,  

Your speed test, ping test and traceroute are fine.

Your IP address is on our whitelist, so no problems there either.

The traceroute only fails once it hits our servers and this is for security reasons.

I can see your Sure Signal connected to our servers yesterday at 19:44, is everything now working for you?

If not, make sure the following ports are open/forwarded on your router:-

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

I can also see your unit is on an older version of firmware.

To get the latest version, just do a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• When the Sure Signal is back online (around 5 minutes), re-insert the Ethernet cable.

The process may take a few hours.

Let me know how you get on.

Cheers,

Andy

[scaramanga207]

Thanks for the help.  Don't know why I didn't think of opening the ports up before! Not sure if that or the reset fixed it, but once I had finished both I had signal again.

Any reason why it seems to drop on a regular basis?  Hopefully the firmware update will rectify it.

[Retired-Andy]

Hi scaramanga207,

You’re welcome; it’s great to see that everything is working for you again.

A connection will drop if the upload speed drops below the minimum needed for a Sure Signal to work.

This can be caused by several things including maintenance performed by your ISP and also other devices (laptops, games consoles etc.) using the connection at the same time.

Cheers,

Andy