SureSignal Problems

[MikeKearley]

I recently was supplied with a replacement Virgin Super Hub Router/modem & now find the Sure signal 1 will not connect. Virgin assure me that all the requested ports are open,- as supplied by Vodaphone. Lights 1 & 2 remain on & rebooting does not work.

Details of the tracing route are-

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Mike>tracert 212.183.133.177

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

1 8 ms 9 ms 6 ms cpc18-nail3-2-0-gw.18-1.cable.virginm.net [81.11
0.198.1]
2 7 ms 6 ms 8 ms aztw-core-2b-xe-021-703.network.virginmedia.net
[80.1.243.241]
3 10 ms 11 ms 19 ms brhm-bb-1c-ae13-0.network.virginmedia.net [80.1.
240.177]
4 * 12 ms 14 ms tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
5 17 ms 22 ms 21 ms lndgw2.arcor-ip.net [195.66.224.124]
6 16 ms 15 ms 15 ms 85.205.116.6
7 * * * Request timed out.
8 * * * Request timed out.
9 *

Download speed is 32.1Mb

Upload 1.9Mb

Ping 7ms.

The Sure Signal was working perfectly before the router was swapped.

Any help would be appreciated.

Mike

[Gemma]

Hi MikeKearley,

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 external IP address from here.

Your Sure Signal serial number:

This will help us get the quickest possible resolution for you.

Thanks

Gemma

[MikeKearley]

Hi,

I confirm I have tried all the relevant troubleshooting tips.

My address is 81.110.198.131

Serial No. is 21230227916

Thanks for your help.

Mike

[Retired-Dave]

Hi MikeKearley,

Are the Ethernet lights on the Sure Signal lit, flashing or off? These show if the connection is reaching the Sure Signal box.

Also, try the folllowing tests for me:

 - Plug the cable into a different socket on the router.

 - Try an alternate Ethernet cable.

Dave

[MikeKearley]

If you mean the lights on the back of the box, where the cable plugs in, the top one is on permanently & the one underneath is flashing.

On the front the top light is always on but the 2nd one is either on, off or flashing slowly!

I confirm I have tried a different ethernet socket & a new ethernet cable,

Mike

[grolschuk]

Hi Mike

If you could log into the superhub config pages.

Go to Advanced Settings, and then to the Firewall section.

There should be some selections for PPTP, IPSEC and something else, VPN Passthrough.

Change the selection for the IPSec one (so if it is unticked, tick it... if ticked, untick) and apply your change.

Reboot the suresignal and see if it connects

[MikeKearley]

I have checked the IPSec box, it was unchecked before. Lights 1 & 2 now on permanently & the ethernet socket as before. Still no signal!

[grolschuk]

That looks like it is getting somewhere.

Has light 4 started to flash yet (downloading the config files)

If not it may be so confused that a factory reset may be needed to kick it into life now it can see the internet.

While pressing and holding the reset button on the back

Wait 10, unplug the power

Wait 10, plug the power back in

Wait for the 4 lights to flash (maybe 20-30 seconds)

Release reset

[MikeKearley]

Reset done as suggested. Lights 1 & 2 still on permanently

[grolschuk]

Neither spent 5-10 minutes or more flashing?

I think some input from someone who knows the light sequences better than me is needed to say if that is expected or not.

I'd have wanted to see the device try and redownload all of it's config again.