Tracert fail
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03-05-2016 01:05 PM - edited 03-05-2016 01:06 PM
Hi, posting this on behalf of an elderly family member, so may not have all info to hand immediately. I bought my parents a sure signal, as they were not getting calls in their stone-built house. I have one at home, and am familiar with the setup etc.
I followed the troubleshooting guide, but the tracert failed. I understand that some IP addresses may need to be whitelisted for full connectivity - is that the case, and how do I request this?
aslo - I tried the device at my own house, and it worked fine. It's an SS3.
Gary
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28-05-2016 10:53 AM
Definitely not connecting. Still flashing red.
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31-05-2016 12:51 PM
Sorry to hear the Sure Signal still isn't connecting.
Are all the lights flashing red on the Sure Signal?
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31-05-2016 12:59 PM
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31-05-2016 01:06 PM
What does the red and two white indicate, and what about the failed tracert?
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03-06-2016 04:54 PM
@v8gaz I've checked your Sure Signal and can see that your address wasn't syncronized correctly.
This issue has now been corrected and we've resynced your device.
Please allow up to 6 hours for the device to obtain a connection and to start working.
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12-06-2016 02:31 PM
Guys, still not working. Still flashing red and two orange lights.
Any comment on the tracert part of the diags?
This is at my parents house and I have to wait to go over to check, so this is not working as a method of resolution. I need a better process.
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16-06-2016 07:45 AM
Seriously? No assistance? You have the tracert - what does that tell you?
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16-06-2016 10:45 AM
Your traceroute looks fine, however your address still hasn't syncronized correctly.
If the Sure Signal is at your parents address, is it possible for you to update the Sure Signal details with the correct post code? You can do that through your My Vodafone account.
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16-06-2016 10:58 AM
It has the correct postcode.
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16-06-2016 11:45 AM
Thanks for confirming @v8gaz
Just to double check, did you turned off the option for VPN Services on your router as @grolschuk suggested? It's important they're set so that the traffic can pass through.