SureSignals not working after Internet Provider change

[riprap]

I'm hoping for help from Technical Support; we have 3 SureSignals in various buildings and historically they have worked well. However, we recently changed Internet service providers and all three have stopped working. The 2 SureSignal V3 devices both have a flashing red light and 2 permanently orange symbols.  I have tried resetting them, but to no avail. Past issues have sometimes been solved by Vodafone doing a re-sync, but I don't know how to get this organised.

The 3 devices have the following serial numbers:

40132114964

42151159904

21224660437

All help gratefully received.

[Mark]

Hi @riprap,

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

Mark

[riprap]

Mark

I appreciate the help!  Details as follows:-

Speedtest - Ping 31ms / Download: 67.25Mbps / Upload: 14.94Mbps

Pingtest - Ping 40ms / Packet Loss: 0% / Jitter 2ms

External IP: 81.150.192.240

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

C:\Users\Rip>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.101.2
2 21 ms 20 ms 19 ms host81-135-160-1.in-addr.btopenworld.com [81.135
.160.1]
3 21 ms 20 ms 20 ms 213.120.178.141
4 22 ms 21 ms 20 ms 213.120.177.98
5 21 ms 21 ms 20 ms 213.120.178.67
6 23 ms 33 ms 23 ms 217.41.168.107
7 39 ms 39 ms 41 ms 109.159.249.72
8 21 ms 21 ms 21 ms core4-te0-19-0-19.faraday.ukcore.bt.net [109.159
.249.27]
9 22 ms 22 ms 27 ms host213-121-193-165.ukcore.bt.net [213.121.193.1
65]
10 64 ms 23 ms 22 ms lndgw2.arcor-ip.net [195.66.224.124]
11 24 ms 23 ms 23 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.

The 3 devices have the following serial numbers:

40132114964
42151159904
21224660437

[Amanda]

Hi @riprap

Thanks for getting back to us. 

I've done a resync on your Sure Signal devices. 

Please wait 24 hours and perform a reset on them. 

Thanks, 

Amanda 

[riprap]

OK, been away and now returned to find that they still aren't working!

So, if we can consentrate on just one of them and see if that can be got working I would be grateful.

I have therefore done the following after reading more posts than I would have thought possible on SureSignal issues...

1). I had deregistered the SureSignal with S/n 42151159904

2). I have set it up with it's own static public IP: 81.150.192.243

3). I have confirmed that all the required ports are open from the Vodafone server IPs

4). I have re-registered the SureSignal with S/n 42151159904 (leaving a gap of about 4 hours after deregistration)

I have the following lights on the Suresignal: Solid Red & slow flashing white internet....

Cheers

[riprap]

I would be grateful for any help.

I have two Sure Signals, both of which will not connect after a change of service provider and firewall.

Concentrating on only one for now; I have BT Infinity with a Dratek Vigor 3900 firewall. I have set up a Policy Route to give this Sure Signal its own public IP (the 3900 does not offer address mapping as my previous firewall did) and opened all the necessary ports and firewall rules for traffic from the SureSignal servers to get to the local static IP I have assigned the Sure Signal. 

On the Sure Signal, all I get is a flashing red power light and the service and user lights both static orange.

From another post, a helpful user suggested that as I had not had my Sure Signals connected for some time, they may have been barred and I should contact Vodafone to get them re-enabled which I did.

However, this made no difference to the light the Sure Signal shows.

Another user suggested I should set up the Sure Signal in the Vigor 3900's DMZ as this would allow the Sure Signal be exposed to the internet without any restrictions, but on its own public IP address. Whilst this seemed a bit extreme, it did seem like a good test and so I thought I would give it a try and the lights on my Sure Signal have indeed changed - but it still does not work.   

Now I have a steady red power light and a slow flashing white internet light

This Sure Signal serial number is 42151159904

Any help/suggestions gratefully received.

[Retired-Charles]

@riprap - 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:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

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