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Solution

Upgraded to Fibre Broadband a VSS3 using Openreach modem stopped working

mjnaylor8
4: Newbie

‎24-11-2014 03:27 PM

Hi

 

BB was upgraded to fibre using BT Openreach modem and now VSS3 does not connect

 

Please help

 

Thanks

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14 REPLIES 14

Jenny
Moderator (Retired)
Moderator (Retired)

‎25-11-2014 01:33 PM

Hi @mjnaylor8  

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

Jenny

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mjnaylor8
4: Newbie
In response to Jenny

‎25-11-2014 02:55 PM

Traceroute

traceroute to 121.183.133.177 (121.183.133.177), 64 hops max, 52 byte packets

 1  192.168.1.1 (192.168.1.1)  0.539 ms  0.330 ms  0.225 ms

 2  losubs.subs.dsl2.th-lon.zen.net.uk (62.3.84.21)  10.044 ms  10.150 ms  9.633 ms

 3  ge-2-1-0-129.cr2.th-lon.zen.net.uk (62.3.84.245)  13.608 ms  11.971 ms  9.685 ms

 4  ge-2-0-0-0.cr1.th-lon.zen.net.uk (62.3.80.41)  9.643 ms  75.089 ms  9.881 ms

 5  kt-london.router.fe2 (195.66.236.147)  137.794 ms  139.394 ms  137.524 ms

 6  112.174.87.233 (112.174.87.233)  270.450 ms  270.955 ms  270.858 ms

 7  112.174.83.17 (112.174.83.17)  283.041 ms

    112.174.83.153 (112.174.83.153)  270.606 ms  270.157 ms

 8  112.174.48.37 (112.174.48.37)  273.069 ms

    112.174.8.117 (112.174.8.117)  274.098 ms

    112.174.8.193 (112.174.8.193)  273.627 ms

 9  218.145.32.254 (218.145.32.254)  275.841 ms

    112.174.16.210 (112.174.16.210)  275.111 ms

    112.174.56.250 (112.174.56.250)  273.184 ms

10  112.188.132.198 (112.188.132.198)  273.687 ms

    112.188.132.142 (112.188.132.142)  274.619 ms

    112.188.133.194 (112.188.133.194)  273.658 ms

11  112.188.145.6 (112.188.145.6)  273.129 ms  276.270 ms

    112.188.144.38 (112.188.144.38)  273.716 ms

12  112.188.149.74 (112.188.149.74)  274.445 ms  274.219 ms  274.221 ms

13  * * *

14  * *

 

Speedtest 37Mbps up and 8.7Mbps Down

Ping 33ms

Latency 3ms

 

External IP 82.69.124.10

 

Serial number

40131954949

 

 

 

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mjnaylor8
4: Newbie
In response to mjnaylor8

‎27-11-2014 12:06 PM

Hello

Has anyone looked at this yet please?

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Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to mjnaylor8

‎01-12-2014 08:53 AM

Hi mjnaylor8, 

 

Your traceroute steps are far too high, which suggests high latency on your line. 

 

The traceroute also needs to end by reaching our servers, which it doesn't unfortunately. Your internet service provider will need to check this for you. 

 

Thanks, 

 

Kay

0 Thanks

grolschuk
Community Champion (Retired)
Community Champion (Retired)
In response to Retired-Kay

‎01-12-2014 10:27 AM

You want 212 not 121 at the start of the IP address ;o)

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mjnaylor8
4: Newbie
In response to grolschuk

‎01-12-2014 01:30 PM

OK - TRACEROUTE AGAIN!

 

Traceroute has started…

traceroute: Warning: cluster4.vap.vodafone.co.uk has multiple addresses; using 212.183.133.177
traceroute to cluster4.vap.vodafone.co.uk (212.183.133.177), 64 hops max, 72 byte packets
1 192.168.1.1 (192.168.1.1) 0.549 ms 0.308 ms 0.234 ms
2 losubs.subs.dsl6.th-lon.zen.net.uk (62.3.84.27) 30.594 ms 30.653 ms 30.721 ms
3 ae1-133.cr2.th-lon.zen.net.uk (62.3.86.133) 30.513 ms 30.627 ms 30.741 ms
4 ldngw1.arcor-ip.net (195.66.224.209) 32.245 ms 35.180 ms 32.022 ms
5 85.205.0.86 (85.205.0.86) 32.019 ms 32.686 ms 31.957 ms
6 * * *

 

SO STOPS NOW AT VODAFONE SERVER 85.205.......

 

Please have another look as not connected since 20th Nov

 

As instructed by technical support today have opened UDP 33434-33445

also have UDP - 4500,1732,500,123,50,8

and TCP - 8,50,1723

 

Thanks

0 Thanks

Gemma
Community Manager
Community Manager
In response to mjnaylor8

‎03-12-2014 06:03 PM

Hi @mjnaylor8

 

In your router settings please ensure VPN is ticked (it may say allow VPN traffic on other router settings).

 

Please test a different Ethernet cable and double check your ports are opened as follows (some of them differ from the ones you’ve posted above):

 

  • 8 (TCP & UDP)
  • 50 (TCP & UDP)
  • 53  (TCP & UDP)
  • 67 (UDP)
  • 68 (UDP) 
  • 123 (UDP)
  • 500 (UDP)
  • 1723 (TCP & UDP)
  • 4500 (UDP)
  • 33434 - 33445 (UDP)

 

IP addresses to be allowed on the router & firewall

  • 183.133.177-179
  • 183.133.181-182
  • 183.131.128-191

 

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

 

  • Unplug the Ethernet cable from the Sure Signal
  • 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
  • Plug the cable back in

 

Allow around one hour for the Sure Signal to come back online.

 

If it’s still the same, please test it at a different location and let us know what light sequence you’re seeing.

 

Thanks,

 

Gemma

 

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mjnaylor8
4: Newbie
In response to Gemma

‎03-12-2014 08:06 PM

Hello Gemma

 

All ports adjusted as your post - it worked on prior ports before so maybe this is not the problem.

The router is also unchanged - Apple Airport Extreme which is essentially a VPN passthrough and I am using a work VPN with no problems.  The Airport allows encrypted VPN traffic to transition the router untouched and it look slike from the ports the VSS is using IPSEC and PPTP?

I cannot set up to firewall to allow specific IP addresses but again it has worked before with the NAT port routing allowing traffic to the fixed IP of the VSS.... my knowledge being tested here.

 

The only change is the introduction of the Openreach modem in place of the old ADSL model to allow VSDL FTTC but as as the ping and traceroute show there is not an issue getting to the Vodafone network.

 

When you write "I can see it's registered successfully" is that recently or prior to Nov 20th when the uprage to VSDL happened?

 

As for testing at a different location?  Where - would a Vodafone store test this?  Unrealistic for me to take this to some random friend and ask him/her to reconfigure their router and test.... this should be plug and play?

 

Anyway I have reset - I held in the button for over 3 minutes and the lights never went off so I unplugged the power and ethernet, kept the button held in until on plugging this back in until the lights cam on again.  The device had the normal "I am connecting sequence in the flashing 1st light" and then went blank, solid orange, solid ornge with the power flashing red.

 

I'll wait and hour and see if anything changes.

 

Can you force a connection from your end or see if somehow the Openreach modem is blocking some VPN traffic / ports?

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Jenny
Moderator (Retired)
Moderator (Retired)
In response to mjnaylor8

‎05-12-2014 02:42 PM

Hi @mjnaylor8,

 

This is showing as registered since February 2014.

 

The change in modem may be what’s caused this, which is why we need to check further settings such as the IP addresses to be allowed on the firewall.

 

I’ve re-synced this for you today.

 

I recommend you test this at a friend or family member’s as this will help us rule out an issue with the Sure Signal.

 

Thanks,

 

Jenny

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