TPLink router and SureSignal work at different post code but not the registered one

[TEchManSam]

I am trying to get a SureSignal version 1 working for a customer at their address following problems with their router. It has previously worked OK occasionally requiring a reset.

The router has been replaced with a TP-Link TD-W8970 and works great with everything at his office, except for the SureSignal. 

I have taken the exact same router and sure signal setup (without reconfiguring) to my premises (5 miles away, different post code), where it all works fine. A test call was made to and from a registed phone at my premises. The phone activity light was active during the calls.

My ISP is TalkTalk line speed 12-14 down.

My customers ISP (where it does not work but is registered to) is Farming Online Ltd  (http://www.farming.co.uk) with a speed of between 4.9 and 6 down.

All specified ports that I can find are open. In desperation I have put the SureSignal into the router DMZ.

The sure signal  appears to detect the internet but will not connect to the vodafone system.

Any suggestions on how to resolve this?

My feeling is that it is an ISP related issue but I need to know what exactly I should ask/tell them to do?

Thanks 

[TEchManSam]

I should add that the same exact tests have been tried with a new v3 Sure Signal with the same results, so it is unlikely to be a fault with the v1 Sure Signal unit.

[Nabs]

Hi TEchManSam,

At first guess it's going to be an issue with your customers IP address not being whitelisted by Vodafone.

If you carry out the below tests from your customers site and post the info back here one of the eForum Team will be able to do a bit more digging for you. 

Internet Checks
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

Your Sure Signal serial number:

The results of a traceroute (see below)

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.

On a Mac:

Open Terminal (Applications, Utilities)

Type 'traceroute 212.183.133.177'

Enter

Hopefully this will help give some indication as to where the issue lies

Nabs

[TEchManSam]

Test Results:

Speed Test

Ping

10ms

D/L 5.14Mbps

U/L 0.84

Ping Test

Packet Loss 0%

Ping 11ms

Jitter 1ms

Grade A

WHATS MY IP

(Daisy Communications Ltd)

109.170.210.218

IPV6 ::ffff:6daa:d2da

Sure Signal (v1) Serial

21197061902

----------------------

TraceRoute:

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\R>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    11 ms    10 ms    10 ms  lns8.uan.thn.uk.murphx.net [89.145.254.93]

  3    10 ms     9 ms     9 ms  uan-er1.uan.thn.uk.murphx.net [89.145.254.65]

  4    10 ms    10 ms    10 ms  ge2-6-1.cr2.core.thn.uk.murphx.net [89.145.254.1

69]

  5    10 ms    10 ms    10 ms  ge1-2-1.crs1.core.thn.uk.murphx.net [109.170.249

.45]

  6    10 ms    10 ms    10 ms  te2-3.cr05.tn5.bb.gxn.net [62.72.139.97]

  7    13 ms    14 ms    14 ms  ldngw1.arcor-ip.net [195.66.224.209]

  8    11 ms    11 ms    11 ms  85.205.116.2

  9     *        *        *     Request timed out.

10     *        *        *     Request timed out.

11     *        *        *     Request timed out.

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.

C:\Users\R>ping 212.183.133.177

Pinging 212.183.133.177 with 32 bytes of data&colon;

Request timed out.

Request timed out.

Request timed out.

Request timed out.

Ping statistics for 212.183.133.177:

    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\R>

-------------------

[Ben_H]

Hi TEchManSam,

Thanks for posting the details we need. I can confirm that the IP address, traceroute and speedtest are all honky-dory. 

The unit hasn't updated with our servers since 12/11/2013. I'm going to force a resynchronisation through now so could you reset the Sure Signal to complete the action?

• 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.
• The Sure Signal will come online in around 1 hour.

Once this is done, let me know and I'll see if it paired up OK.

Cheers, Ben

[TEchManSam]

The SureSignal has now been Reset

[Retired-Kay]

Hi TEchManSam, 

It still hasn't updated on our servers I'm afraid. 

Can you try the following reset for me and let me know when it's complete?

1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4

2 - Remove the power cable then the LAN cable

3 - Insert ONLY the power cable

4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 mins should do it).

5 - Insert the LAN cable and wait 

Thanks, 

Kay

[TEchManSam]

Reset complete as instructed. Just waiting now....

[TEchManSam]

Nothing happening at this end. :smileysad:

Are there anything settings at the ISP end that could be causing the trouble?

When I did the traceroute test, I also did a ping and it did not respond. Unless the server I was pinging is set to not respond?

[Ben_H]

Hi TEchManSam,

I'm afraid it's still not connecting to our servers as I'm still seeing the 12th as the last contact. Was this when you tested the Sure Signal on another connection?

If there's a restriction caused by the bespoke ISP setup, I'd check that all of the required ports are opened. There's a third party guide on how to do this here.

Cheers, Ben