Suresignal won't reconnect after exchange fault

[nj19]

Hi,

Our exchange had a fault yesterday morning so we lost our internet connection.

3 hours later, the fault was fixed and the router (Netgear DGND3700 V2)reconnected to the internet.

The problem is, the sure signal V1 has not reconnected.

I called Vodafone, they resynced it and told me to wait.

Today, still not connection so I called again. They told me I need to speak to my ISP as the ports would need to be reopened. My ISP said this is not something they do, I need to do it on my router.

I have now opened 8,50,123,500,4500 & 1723. I rebooted the router and reset the VSS about 2 hours ago but still, just the top light is on solid.

The router has assigned an IP address.

If I run a tracert 212.183.133.177 it times out after step 5 - 85.205.0.93

Can anyone help? - I don't know what else to try!

Regards.

[Retired-Matt_B]

Hi @nj19,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below including the following information:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The full 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 B

[nj19]

Hi, this is now resolved.

I was affected by the plusnet issue which was fixed thus morning.

It's a shame you guys weren't kept in the loop as you could have offered better support but at least it's now sorted.