SureSignal moved location and now will not connect to vodafone network.

[cqr]

I have a SureSigna V3 which was working, have moved location, involving move of ISP and public IP address (have reset the Postcode) but now it is just sitting there with the following lights:

Red Light Flashing:

1st Symbol Off

2nd Symbol on (amber)

3 Symbol on (amber)

The manual says this indicates"Your Sure Signal can't access the Vodafone system, contact customer support" Did that was told to unplug it for 20 minutes then plug it back in.. No change.

Have tried resetting, although the reset procedure does not appear to work as described, have tried de-registering and reregistering.  Nothing seems to work..

Any ideas, or help much appreciated.. Or if anyone knows how to properly factory reset it.

Thanks

[cqr]

Speedtest: 17ms ping, 31 Mbps Down, 9.3 up.

External IP address: 81.150.208.229

Serial No: 4217144366

Traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     1 ms     1 ms  192.168.100.1

  2     2 ms     1 ms     1 ms  host81-150-209-225.in-addr.btopenworld.com [81.150.209.225]

  3    13 ms    12 ms    12 ms  host81-134-160-1.in-addr.btopenworld.com [81.134.160.1]

  4    13 ms    12 ms    12 ms  213.120.178.141

  5    13 ms    13 ms    13 ms  213.120.177.98

  6    14 ms    14 ms    13 ms  213.120.178.65

  7    14 ms    14 ms    13 ms  217.41.168.107

  8    14 ms    13 ms    13 ms  109.159.249.112

  9    14 ms    14 ms    13 ms  core4-te0-2-0-18.faraday.ukcore.bt.net [109.159.249.3]

10    15 ms    14 ms    13 ms  host213-121-193-189.ukcore.bt.net [213.121.193.189]

11    14 ms    14 ms    13 ms  t2c3-et-8-1-0-0.uk-lon1.eu.bt.net [166.49.211.240]

12    14 ms    14 ms    13 ms  166-49-211-254.eu.bt.net [166.49.211.254]

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.

Trace complete.

[cqr]

IS it possible to check if the following IP range is whitelisted: 89.150.209.224/28

The device is still saying that it cannot connect to the Vodafone system..

Thanks

[Jenny]

@cqr - Your speeds, traceroute and IP address all look fine.

The light sequence you’re seeing does indicate an authentication issue though. Try restarting your Sure Signal as follows:

1. Connect device to the internet and power supply

2. Press and hold down the reset button – located near the internet port

3. Wait for 20 seconds

4. Release the reset button

5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

The Sure Signal will be back online in around 1 hour.

If you're stil having problems, please double check the serial number, as the one provided isn’t bringing anything up.

[cqr]

Hi Jenny

Thanks for your response, I have reset the device a number of times already and left over night, I have just done it again now, but I'm not confident that will fix it..

Apologies I mistyped the serial number it should be: 42171474366

Many Thanks

[Gemma]

@cqr - Thanks for confirming the serial number. It’s showing you’ve re-registered your Sure Signal this morning.

Please leave it for 24 hours, so the registration can complete.

[cqr]

So still the same status, Red flashing light, 2nd&3rd lights on & Amber.

It has to be a connectivity issue of some sort as I know the device works on a different internet connection.  Have checked and double checked there are no restictions on all ports allowed inbound and outbound to the device. Please is it possible to check the following IP range is whitelisted 81.150.209.224/28, although it is through BT it is a private range to us.

[Tash]

@cqr Thanks for getting back to us. 

I can confirm the IP address provided is already on our whitelist.

The light sequence you've provided does indicate that the location hasn't updated on the Sure Signal.

Please ensure the address registered to the Sure Signal has correctly updated in its settings on My Vodafone.

Should you continue to experience issues after this, please speak with us on Live Chat and we'll be happy to get this sorted for you.