Sure signal not connecting

[omexagriculture]

suresignal v3 will not connect please see below

traceroute results 

C:\Users\marka>tracert vap.vodafone.co.uk

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

1 1 ms * 1 ms 10.1.2.252
2 <1 ms <1 ms <1 ms 10.1.1.253
3 9 ms 9 ms 9 ms 10.202.101.241
4 8 ms 8 ms 10 ms 10.202.100.9
5 9 ms 9 ms 9 ms 185.74.233.194
6 9 ms 10 ms 10 ms 172.16.5.18
7 9 ms 9 ms 9 ms 172.16.1.2
8 9 ms 9 ms 9 ms xe-10-1-1.edge3.london15.level3.net [212.187.192.193]
9 * * * Request timed out.
10 10 ms 11 ms 10 ms vodafone-level3-200g.london1.level3.net [4.68.72.94]
11 10 ms 10 ms 10 ms ae18-xcr1.lnd.cw.net [195.2.24.157]
12 10 ms 11 ms 10 ms ae15-xcr1.lns.cw.net [195.2.30.114]
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 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

[omexagriculture]

bump

[Becca_P]

@omexagriculture

Thanks for providing us with your trace route. We'll be happy to look into this for you.

So we can do this we'll need your Sure Signal serial number, along with the lights and sequences from your device.

Please respond to this thread and a member of the team will be in touch.

[omexagriculture]

Ok light 1, power light s flashing

light 3, in service light is on and orange 

light 4, in use light is on and orange

serial number is 43164404642

[Tash]

@omexagriculture Thanks for providing your Sure Signal serial number.

I can see that the device hasn't been able to connect to our servers.

Please ensure that your Ethernet cable is plugged into port 1. If you're continuing to experience issues, please try an alternative Ethernet cable.

Let us know how you get on.

[omexagriculture]

Ethernet cable is fine, check it, can ping the sure signal, i think our external ip is being blocked by vodafone

[Sukhi]

@omexagriculture

Thanks for getting back in touch with us.

I've resynced your Sure Signal to see if this fixes the issue. This can take six hours to complete, you'll then need to restart your phone in range of the Sure Signal.

[omexagriculture]

This has been resolved, my external ip was whitelisted which solved the issue.  I had to go through other channels to get this done.  I even stated what the problem was but you continue to follow the procedure instead.  

In future it would be useful if there was a faster way toresolve this kind of issue with sure signal.  Or just develop a better version like EE have.