SureSignal no longer registering

[shopapps]

About 3 weeks ago my suresignal stopped working (power lights on, @ symbol occaisonal flashing, tick symbol occasional flashing).

After multiple days of support calls, vodofone support in egypt, de-registered the sure signal, after a few more days they were eventually able to re-register it (i got a text saying it is now ready to use), however...

1) When i login to my accout i cannot see the SureSignal under my account

2) The Sure Signal lights are still flashing as before..

it is my understanding that:

"...Check that your Sure Signal has been registered successfully.
Before your Sure Signal can connect to our network, you must have first registered it with us. You will have received a message via text or email to let you know when the registration has completed successfully. Your Sure Signal will not work until you have recieved this confirmation message. ..."

so presumably step one of fixing this issue is to get my SureSignal listed under my login.  Any ideas who i can contact to acheive this, i have had 2 calls to vodafine support but still it is not appearing.

thanks,

Paul.

[Amanda]

Hi @shopapps 

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 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,

Amanda

[shopapps]

Thanks,

Details requested as follows:

Speed Test Result:

Ping: 20 ms

Down: 15.17Mbps

Up: 0.92 Mbps

Ping Test Result: 

Packet Loss: 0%

Line Quality: A

Ping: 18ms

Jitter: 1ms

MOS Score: 4.40

External IP:  86.163.87.9  (currently, this is a dynamic IP from BT)

Traceroute Result:

>tracert 212.183.133.177

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

1 * 1 ms 1 ms router [192.168.1.1]
2 10 ms 11 ms 10 ms 217.32.147.1
3 12 ms 11 ms 11 ms 217.32.147.30
4 12 ms 12 ms 11 ms 213.120.156.194
5 12 ms 13 ms 12 ms 213.120.178.69
6 13 ms 12 ms 15 ms 217.41.168.109
7 15 ms 12 ms 14 ms acc2-10GigE-0-1-0-6.l-far.21cn-ipp.bt.net [109.1
59.249.210]
8 12 ms 12 ms 12 ms core3-te0-0-0-27.faraday.ukcore.bt.net [109.159.
249.177]
9 12 ms 16 ms 12 ms peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.2
54.181]
10 16 ms 15 ms 14 ms lndgw2.arcor-ip.net [195.66.224.124]
11 24 ms 15 ms 16 ms 85.205.0.93
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 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

SureSignal Serial:  21222181147

Other points to note:

DSL is bridged into an Asus RT-AC66U router running Open-WRT (i.e. very powerful and flexible router). 

Connection is PPOE

MTU is fixed at 1492 (maximum possible for PPOE connections)

Unit has been working fine for the last few years.  (18 months in the current location with the current hardware).  Nothing has been changed in regards to config's or hardware setup and no change of ISP occured.

I have also tried to reconnect the origianl BT HomeHub router, but the SureSignal still would not connect.

Although the traceroute would indicate a routing issue (possible loop?) (as i am not getting any repsonse back from your servers) I personally i think it could still be a packet defragmentation issue that is stopping the unit's VPN from establishing.  I suspect one or more of your servers have stopped responding to ICMP involving the PMTUD process.  You didn't by any chance have any updates or hardware changes on the network about 3 weeks ago i suppose? 😉

Note: Open-WRT has good support for VPN nat passthrough and I have IPSEC, PPTP and L2TP Passthorugh enabled.

[shopapps]

1 other point is that I can now access the suresginal configuration under my vodafone login.  Support had to delete my current account registration and then I re-registred and it became avaiable. (the SureSignal itself still will not connect though)

[shopapps]

interestingly an an independetnt online traceroute site (as well as one of my servers in London) running a test to the same server IP, shows very similar results (see below):

So i don't know if it proves a fault with the route or that there are more than 26 hops from 85.205.0.86 all of which are either on private networks or configured to not not respond to ping?

is this the kind of trace you would expect?

TracePath Output:

 1:  pera.subnetonline.com (141.138.203.105)                0.152ms pmtu 1500
 1:  gw-v130.xl-is.net (141.138.203.1)                      0.450ms 
 2:  rt-eu01-v2.xl-is.net (79.170.92.19)                    0.570ms 
 3:  xl-internetservices.nikhef.openpeering.nl (217.170.0.225)   4.729ms 
 4:  nikhef-ixr.openpeering.nl (217.170.0.242)              0.980ms 
 5:  AMDGW2.arcor-ip.net (80.249.208.123)                 asymm  8  14.905ms 
 6:  85.205.0.86 (85.205.0.86)                            asymm  8  29.066ms 
 7:  no reply
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     Too many hops: pmtu 1500
     Resume: pmtu 1500 

[Gemma]

Hi @shopapps 

We don’t support PPPOE and it’s normal behaviour for IMCP requests to fail at our servers.

Please test your Sure Signal at a different location.

Thanks,

Gemma