Sure Signal won't connect with new network

[nafem]

Our Sure Signal was working fine previously, but we changed our ISP, and router and now the SS no longer connects. We have a singal flashing light but nothing else.

I have done a full reset of the SS many times, leaving it for 24hrs between power cycles.

I have forwarded the specific ports below. Both TCP/UDP to be sure:

• 8 
• 50
• 123
• 500
• 1723
• 4500

Speedtest results:

67.17 MbpS Up

57.64Mbps Down

Ping results:
Ping: 11ms 
Jitter: 1ms

External IP: 185.65.109.129

SS Serial: 21224518700

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 192.168.3.1
2 1 ms <1 ms <1 ms customer-185-65-109-130.metranet.co.uk [185.65.1
09.130]
3 9 ms 8 ms 8 ms customer-185-65-108-59.metranet.co.uk [185.65.10
8.59]
4 102 ms 9 ms 9 ms 195.50.122.13
5 11 ms 9 ms 10 ms 195.50.122.66
6 11 ms 8 ms 8 ms 85.205.0.86
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
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 *

Any suggestions from the tech team?

[nafem]

BUMP!

Come on tech team, please respond.

[63johnw]

Hi, it can take approximately 48 hours for the team to respond here, if you need a quick reply use livechat, bumping actually slows things down as it creates extra messages which the team then have to look at.

[Retired-Rodney]

Hi @nafem

Please ensure the following ports are also opened for forwarding;

• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

Once the above steps have been followed please perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

If you're still experiencing problems, please try your SS in a different location.

Thanks,

Rodney

[nafem]

Thanks Rodney,

Are those IP ranges correct because you are suggesting a I forward 17664 IPs to my SS box. Have you not missed off an octec in your IPs?

Thanks

Nathan

[Retired-Kay]

Hi @nafem

I've double checked your IP address and it's not currently on the whitelist. 

I've requested this to be added for you. Once I've received an update, I'll let you know. 

Many thanks, 

Kay

[nafem]

Thanks Kay :smileyhappy:

[Retired-Kay · Accepted solution]

Hi @nafem

Your IP address is now on the whitelist. 

Let me know if you're still experiencing issues. 

Thanks, 

Kay

[nafem]

Thanks Kay.

All is working now!

For reference I did not have to allow the huge IP range as previously stated.