V3 Booster not connecting to Vodafone server

[kieferschild]

LED STATUS: (Power - flashing, Internet - off, In Service - orange, In Use - orange)

Hi,

We have recently purchased a booster and we're unable to use it.

The booster is registered but the power is flasing, internet is off and the rest are orange.

i've reset it to no avail.

What light sequence you're seeing: Flashy red, nothing, orange, orange

Speed Test: 😧 79.57Mbps U: 80.75Mbps

Your external IP address:

Your Sure Signal serial number: 42150992438

The results of a traceroute.

C:\Users\cctadmin>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  10.100.80.1
  2     6 ms     1 ms     1 ms  10.75.1.8
  3     2 ms     2 ms     1 ms  10.75.5.37
  4     2 ms     2 ms     2 ms  10.55.201.197
  5     2 ms     2 ms     2 ms  10.55.201.198
  6     8 ms     8 ms   221 ms  te-4-3.car2.Manchester1.Level3.net [195.50.121.1
93]
  7    11 ms    11 ms    11 ms  Vodafone-level3-200G.London1.Level3.net [4.68.72
.94]
  8    12 ms    12 ms    11 ms  ae18-xcr1.lnd.cw.net [195.2.24.157]
  9    17 ms    17 ms    17 ms  ae15-xcr1.lns.cw.net [195.2.30.114]
 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.

[Mark]

Ho @kieferschild

The light sequence you are seeing indicates the Sure Signal hasn't been able to connect to the Vodafone network.

To reolve this issue, we’ll need to refresh the connection between your Router and your Sure Signal. Power it down and remove from your router, power down your router and leave this switched off for 10 minutes. Restart your router, once it’s reconnected to the internet reconnect and restart your Sure Signal.

If this doesn’t resolve your issue try connecting the Sure Signal in a different location. Once you’ve gained a connection try it at home again.

If you’re still unable to connect when you’ve done this please contact us and we’ll look further into this for you.

[kieferschild]

Hi, tried all that and its not working still.

I can see a NAT entry on the router for it using 500 but theres no 4500 for the IPSec VPN.

[Rahim]

@kieferschild Please can you check the physical connection between the Vodafone Sure Signal. 

It’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

Please try a different Ethernet cable and let us know the outcome. 

[AS-IT]

I've got the exact same situation. Flashing power light, off, orange,orange.

Speedtest: 12.03 Up, 13.08 Down

Pingtest: A, MOS 4.40, 13ms Ping, 1ms Jitter

IP Address: 185.12.137.156

Serial: 40132124492

Tracert:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     2 ms     1 ms  192.168.24.4

  2    <1 ms    <1 ms    <1 ms  192.168.24.119

  3     1 ms     1 ms     1 ms  185.12.137.153

  4    10 ms    10 ms    10 ms  10.174.100.78

  5    11 ms    12 ms    10 ms  gi100-0-0-0.ccr21.lon01.atlas.cogentco.com [149.6.147.125]

  6    10 ms    10 ms   10 ms  ae14-xcr1.lns.cw.net [195.2.22.21]

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

  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.

[kieferschild]

Hi AS-IT

Don't come here for support, it's time consuming and you end up nowhere.

I found that when I took the VSS to another network, it worked fine.

I called Vodafone and got through to 3rd line support. They told me that my WAN IP was not in Vodafone's whitelist which is why the device never connected to their server.

He said their servers automatically authenticate based on geolocation. My WAN IP must have been bought from outside the UK.

I'm currently waiting for the fraud team to whitelist my WAN IP then I bet my device will connect no problem.

Give Vodafone a call and ask to go to 3rd line support. Then ask them if your IP is in their whitelist.

I've tried this device on several different Draytek routers without having to put in any firewall rules and it works absolutely fine.

[Rahim]

@AS-IT I've checked your serial number and can see your Vodafone Sure Signal hadn't configured correctly with our server. 

I've updated your device and resynced it to resolve your issue. 

Please allow 6 hours to pass before performing a reset. 

Let us know if you have any further issues after this. 

@kieferschild If you're still having issues, please confirm your IP address so we can ensure it's on our Whitelist. 

[AS-IT]

Do you mean a factory reset using the following instructions, or just a normal reset? The unit has just been powered off and on with no change.

"Please can you try a factory reset as follows:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button

[kieferschild]

Just thought i'd let you know that our 2 boosters are working now that Vodafone have whitelisted our WAN IP address.

We're using a Draytek 2830v2.

Have fun sorting your issue out.

[Sukhi]

@AS-IT Rahim meant a factory reset

@kieferschild Glad they're both up and running now