SureSignal v2 unable to connect (only power light lit) - PlusNet Fibre

[stephensont]

Hi, we have a problem with our SureSignal v2 connected via Plusnet fibre/fttc.

The unit's been working fine for weeks through our BT Home Hub 5 with all the defaults set (so no port clamping / no specific port forwarding etc) but following switching our broadband over to FTTC yesterday, now doesn't seem able to connect.   Our IP address hasn't changed (static), neither has our ISP (Plusnet), router or local network.

The SureSignal only has its red power light lit - no other lights are on. We've tried resetting it & power cycling, most recently a couple of hours ago.  I've also now tried enabling port clamping for VPNs on our router & setting up port forwarding with the list of SureSignal ports... no change.

Anyone able to help? From other threads it sounds like it might need remotely resynching or something similar?

Thanks

SureSignal serial: 40114212224

Speed Test: 38Mbs down, 8Mbs up

Ping Test:  http://www.pingtest.net/result/113263964.png

External IP: 80.229.27.61

Traceroute: 

timstephenson@MacBook-Pro ~ $ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

1  bthomehub (192.168.100.254)  1.832 ms  1.993 ms  1.622 ms

2  lo0.11.central11.ptn-bng01.plus.net (195.166.128.229)  11.802 ms  12.250 ms  12.330 ms

3  irb.11.ptw-cr02.plus.net (84.93.249.18)  12.312 ms  40.274 ms

    irb.11.ptw-cr01.plus.net (84.93.249.17)  11.756 ms

4  ae2.ptw-cr01.plus.net (195.166.129.4)  41.649 ms  12.543 ms

    lndgw2.arcor-ip.net (195.66.224.124)  13.998 ms

5  lndgw2.arcor-ip.net (195.66.224.124)  15.617 ms  14.636 ms  15.023 ms

6  * * 85.205.0.93 (85.205.0.93)  19.855 ms

7  * * *

8  * * *

9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

[stephensont]

Hi Martin,

If it's any help, I have a SureSignal 2 connected happily using Plusnet Fibre via an Asus DSL-AC68U router - which uses PPPoE to connect over FTTC.

I could not get it to connect whateover using a HomeHub5 however, and none of the suggested advice / recommendations around port forwarding helped. 

Might be some differences between Suresignal v1 & v2 though - no-longer have a v1 device to test.

[kwack56]

Hi Vodafone, please can you help. My suresignal has had no signal since Christmas day. It is V2 and will only display a red power light. I have tried numerous resets and reboots of both the suresignal and the router. I have done everything in your troubleshooting guide but still nothing. After a reset the other 2 lights will flash for about 10 minutes but then go out just leaving the red power light on. I have had the suresignal for a few years now and never had this problem before. We have not changed the router or broadband provider. The internet works fine.

Speed Down 6.95Mbps

Speed up 0.34 Mbps

Ping 23ms

IP 86.138.131.123

Microsoft Windows [Version 6.3.9600]

(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Kevin>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     1 ms 192.168.0.1

2   14 ms   14 ms   16 ms 213.1.173.122

3   14 ms   13 ms   14 ms 213.1.173.145

4   15 ms   14 ms   16 ms 213.1.69.146

5   16 ms   15 ms   15 ms 217.41.168.57

6   16 ms   14 ms   15 ms 217.41.168.107

7   15 ms   14 ms   19 ms acc1-10GigE-0-2-0-6.l-far.21cn-ipp.bt.net [109.1

59.249.101]

8   16 ms   16 ms   18 ms core4-te0-0-0-18.faraday.ukcore.bt.net [109.159.

249.45]

9   18 ms   18 ms   18 ms peer1-xe8-3-1.telehouse.ukcore.bt.net [213.121.1

93.109]

10   17 ms   17 ms   17 ms lndgw2.arcor-ip.net [195.66.224.124]

11   17 ms   17 ms   18 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.

SS Serial no 40110441397

Thankyou

[Retired-Matt_B]

Hi @kwack56,

Please try an alternative 12v 1.5amp power adapter in your Sure Signal.

I suspect that the issue is being caused due to the current one being faulty.

Thanks,

Matt B

[kwack56]

Thanks for your reply, unfortunately I dont have another adapter laying around so will have to buy a new one, but before I do could you please explain why you think its the power adapter? The suresignal has the red power light permanently on and when you reset or reboot it the other two lights will flash for a while, so surely this would suggest the power cable is fine, would`nt it?

[mwevans]

Hi stephensont and Vodafone support,

Thanks for your encouragement stephensont - I swapped my 2820vn out for the TG582n supplied by Plusnet for use with their fibre network.Running it with UPnP enabled, no ports forwarded, and with VPN ipsec passthrough enabled (see http://community.plus.net/forum/index.php/topic,105028.0.html/ ) the Suresignal V1 came online and now works as it did before over ADSL.

So the problem is definitely with the Draytek 2820vn setup over PPPoE - nothing to do with Suresignal not working over PPPoE.  

I will see if I can find out what the issue is - or sadly will have to junk my faithful 2820 and find a more modern router that supports VOIP as well. The ASUS looks like a great box but doesn't do VOIP which I need for my business. Any suggestions?

Thanks

Martin

[stephensont]

@mwevans

Hi Martin, probably depends on exactly what you need in terms of VOIP?

If you don't need to support more than a few users / concurrent calls, a very simple solution might be to look at running a local PBX on a Raspberry Pi. This would give you a full FreePXB system on a tiny device that should be more than able to handle 4-5 concurrent calls as a starting point (as long as you don't need lots of transcoding / audio processing etc!) along with all the usual Asterisk PBX stuff.  Could probably power it from the USB port on the router for a simple setup too.

If memory serves Gigaset also produce a line of cordless phones which come with a dedicated mini PBX / VOIP base station... Any of these might be another approach rather than looking for a router that will do FTTC & VOIP/PBX services in one box.

Failing that, I've heard lots of good things about the Fritz Box routers but haven't owned one so can't comment on their FTTC or VOIP capabilities!

Tim

[mwevans]

Hi Tim,

Thanks for the suggestion. Hadn't thought of running a PBX (something else to have to manage!) but that or an ATA / VOIP base station could be a neat solution as opposed to putting it in the router.

Thanks

Martin

[stephensont]

No problem Martin - good luck and hope you get it sorted!

No idea what sort of PBX features you need but it may be a whole lot simpler to pick a good hosted "cloud" PBX provider and use their systems rather than running your own... your phones would just connect directly to the cloud PBX, and they'd handle all the other stuff needed to make it work for you.

Tim

[DaveCD]

@kwack56 

A single red light indicates a possible internet or port issue.

The power may have an impact if there's a fault in the cable and cause the Sure Signal to recycle the setup process.

Please ensure the following ports are open:

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

DaveCD