Suresignal not working... please help!

[kellowayj]

Hello,

My SureSignal is playing up can you help? The serial number is 21197031970.

I have BT Infinity Fibre broadband with a good connection (about 60mb down and 12mb upload) and as far as I can tell, it's working perfectly with our sky box, laptops and phones.

When I turn on my suresignal all the lights go on an stay solid. When connecting the network cable, the router doesn't recognise it (i.e. no network lights flash etc).

I've tried what I think is a factory reset (press reset, unplug while holding down reset, plug in again and continue to hold reset for > 20 seconds), but this didn't change anything.

Please can you let me know what I should try next?

Thank you!

James

[kellowayj]

I should add it has worked fine previously with the existing setup (router / cables / provider etc).

[Retired-Matt_Vo]

Hi 

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

Matt
Moderator

[kellowayj]

Hello,

SpeedTest results are:

31mb download 8mb upload (I've seen it better though!)

PingTest results are B* (17ms ping with 3 ms jitter):

http://www.pingtest.net/result/78841660.png

Tracert

C:\Windows\system32>tracert 212.183.133.177

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

1 9 ms 8 ms 8 ms 217.32.147.9
2 25 ms 10 ms 10 ms 217.32.147.78
3 12 ms 12 ms 20 ms 213.120.156.26
4 11 ms 12 ms 12 ms 217.41.168.223
5 11 ms 12 ms 12 ms 217.41.168.109
6 12 ms 12 ms 13 ms acc2-10GigE-0-2-0-6.l-far.21cn-ipp.bt.net [109.1
59.249.229]
7 19 ms 15 ms 15 ms core1-te0-7-0-14.faraday.ukcore.bt.net [109.159.
249.163]
8 11 ms 11 ms 11 ms host213-121-193-129.ukcore.bt.net [213.121.193.1
29]
9 15 ms 15 ms 15 ms LNDGW2.arcor-ip.net [195.66.224.124]
10 15 ms 13 ms 13 ms 85.205.116.2
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.

etc...

My serial number is at the top of the thread.

Looks like it may be faulty since even my router doesn't recognise it as connected.

I look forward to hearing from you.

James

[Retired-PaulE]

Hi James, 

Everything you've posted looks fine, but your Sure Signal hasn't updated with us since the end of January - is this when you moved to BT Infinity?

It looks like your Sure Signal isn't making the connection it needs, if it worked before the ISP change it could be that BT are blocking it somehow.

In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT customers only) - TCP/UDP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.

Paul