Sure Signal wont conect - Orange Service Light Netgear DGND 3700 V2

[ek160303]

Hi, I have been trying to get a Sure Signal working at our office, its the new "plug" style type, cant remember the model.

Anyway for some reason i just cant get it to work with our router which is a Netgear N600, DGND 3700 V2 model ( adsl line )

I have tried everything, port forwarding etc, carried out a complete reset of the router and VSS, including Vodafone carrying out a resynchronize of the VSS, but for some reason it just wont connect, all i can get out of the VSS is flashing power light and orange service light.

Vodafone technical help have actually been very good, and one guy even agreed to remote dial onto the router and i let him add in the port forwarding and he agrees that there is no reason why it shouldnt work.

VSS appears on the attached devices and get an IP address but for some reason wont talk to the Vodafone servers.

Maybe there is another setting that this router requires ?

Can anyone help ?

Many thanks in advance.

Garry.

[Phil]

Hi ek160303,

So that we can help with this please post the following information below:

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

Phil

[ek160303]

Hi Phil,

thanks for the swift reply, all the questions I have already gone through with Vodaphone techincal on the phone ( and via extensive emails ) contact was Dean Wright from Vodafone UK.

Sure Signal is now working on an old router but I really need to get it working on the N600 as I need gigabit connections.

So there is no issue with the ISP connection its the router that the VSS does not like.

Dont get me wrong I know you require some information to fault find but I would have to VPN onto that network and the SBS server doesnt have java installed for other reasons.

Do you know of any issues with the Netgear DGND3700 and the VSS ?

Thanks Garry.

[Retired-James]

Hi ek160303,

If it is working on the old router but not the new one then we know that it is definitely either a router compatibility issue or a router setup issue.

As these aren’t supplied by Vodafone then we are restricted to what help we can give other than the port forwarding that has already been confirmed for you.

Can I ask if each of your routers uses the same static IP address or a dynamic IP range?

If you go use your new router can you confirm the external IP range for me?

James

[ek160303]

Hi James,

Thanks for the reply.

Both routers use the same static IP address.

External ISP IP address is 92.54.159.251, is that what you mean ?

Thanks Garry

[Retired-James]

Hi ek160303,

Thanks for getting back to me.

Basically I wanted to see if there was a separate IP address on the new router that had the potential of not being on the whitelist.

However, as you have mentioned that this is a static IP for both routers, I have checked the whitelist for you and I can confirm that there aren’t any issues in regards to the IP address being used

With this said it would point to a compatibility issue or a setup issue with that particular router and the Sure Signal.

I have taken a look around the eForum and can see that other users have managed to get this working so we know that it definitely does work however we may need to do some extensive configuration.

So we can check all of the ports that you have forwarded, please can you post a screenshot of the ports that you have forwarded so we can double check these as I know a number of users have had issues in the past with an accidental typo.

James

[ek160303]

Thanks James,

I'm travelling in Germany at the moment so dont have access to that router.

However i can confirm that the port forwarding was set up by Vodafone during a remote dial in session ( not protocol i know but i was pulling my hair out ), i have attached the outgoing of which there are none and the firewall rules above are all the incoming ports which were added.

My contact at Vodafone has basically checked and he seems to think it's an issue with the firmware version, but i'm not convinced.

I think there is another setting that this router need in order to let the VSS create the VPN tunnel.

thanks Garry.

[Jenny]

Hi Garry,

Thanks for getting back to us.

From what we can see, the ports look fine however we need some further info.

When you return to the UK, please can you get back to us with a screenshot of each port to show what IP addresses are being used for each individual port entry?

It’s worth checking if your routed setting s has an option called ‘port clamping’. If so, make sure this is ticked.

Many thanks,

Jenny

[ek160303]

Hi sorry for the delay in responding, i'm now back in the UK.

Anyway i have taken a look and have attached the screen shot showing the IP addresses, the VSS IP is fixed so they all point to that, which is how the guy at Vodafone set it up.

You can also see the fixed IP in the lan settings.

Concerning port clamping, i dont believe this router has that i thought that was only on BT routers ?

Another question is what upload speed does the VSS require, we have 0.6 mb and i'm led to believe that these new versions require that to work, thanks.

Garry

[Retired-Andy]

Hi Garry,

Many thanks for the information you’ve provided. The images show that the router is set up perfectly. As you’ve advised that the Sure Signal works with your old router, it would appear that it’s a router compatibility issue and something beyond our control. The only recommendation I have is to try a different router. Our forum members may have suggestions as to a suitable alternative.

Thanks

Andrew