V3 Problems (Power flashing & solid Amber Service light)

[Hambroski]

Please  note that this is a different problem to the one raised for a different serial number v3 unit.

I am trying to install 40124108412 and 40124107836 at PE31 8AE.

The FAQ does not appear to be relevant due to not covering v3 and also not covering the symptom.

I previously had a v1 box 21196758813 working here fine.

On both V3s I get a flashing red and a solid amber on the service light. No sign of internet and user lights.

I have amended the router to allow port access for:

Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

My IP Address is:86.133.19.212

Speednet - 38ms Download 6.8mbps Upload 0.34mbps

Pingtest - 0% lost, Ping 37ms, Jitter 9ms

I have put one in the DMZ but this makes no difference. 

Traceroute via the router shows:

traceroute to 212.183.133.177, 30 hops max

  1  217.47.93.250         40 ms

  2  217.47.93.161         30 ms

  3  213.1.69.86           30 ms

  4  217.41.168.102        40 ms

  5  217.41.168.49         30 ms

  6  217.41.168.107        30 ms

  7  109.159.249.64        30 ms

  8  109.159.249.33        40 ms

  9  213.121.193.97        30 ms

 10  195.66.224.124        40 ms

 11  85.205.116.6          40 ms

 12 Request timed out.     *

 13 Request timed out.     *

Trace complete.

Please can you help

[Retired-James]

Hi Guys,

Unfortunately as there is so many ISP’s, routers and IP ranges the amount of different setup combinations is so big it is hard for it to be plug and play on every single combination.

However, for many of our users this is the case.

When it comes to port forwarding, we don’t ask users to install any software but follow the instructions for their routers on portforwarding.com.

This will make sure that all traffic from the Sure Signal can go through the router and ISP to create a VPN connection to the server.

If this is being blocked through the router or ISP then the Sure Signal will not work.

As you are having trouble with a router that you have purchased separately then there is limited advice that we or your ISP will be able to give other than to make sure the ports are forwarded, the Sure Signal has been allocated an IP address and this IP address is not being blocked.

James

[dorowe]

As a new but perhaps more technically minded user of Sure Signal I don't feel that Vodafone's stance of putting blame on technical issues relating to different routers/ISP's is at all appropriate for a consumer product that should be plug & play.

I am now using a British Gas Service to remotely control my central heating through my ISP/router and that was plug & play in the same complicated technical world.

Instead of blaming others, Vodafone need to look at how this product can become plug & play.  Surely Vodafone could devise some diagnostics software that could emulate the Suresignal but run on the local PC and detect which particularly network configuration is causing the problem, e.g. Is it a blocked port or is the server connection failing for another reason?

I have read the post about IPV6 & connection to the vodafone server initial-ipsecrouter.vap.vodafone.co.uk.  If this is indeed the issue then shame on you Vodafone.

In terms of the technical guidance provided, requiring ports to be open may be fair enough.  Arguably the Netgear router should not block ports as a default.

However I received the following request - Make sure the Vodafone Sure Signal has a static IP
address .

As the Sure Signal is running behind a DHCP router, surely the default for UK ISP's,  this request makes no sense at all and is impossible to achieve? 

[Retired-Lee]

Hi there dorowe,

Thanks for raising your concerns.

IPV6 is implemented on the VSS to future proof it so it's available in the future. Currently we look up IPV6 then revert to IPV4.

I don't see why we'd release a product such as the VSS without being able to secure its availability once IPV4 becomes 'legacy'.

For the majority of our customers the VSS is UPnP and for those that it isn't, this is normally because the end user doesn't have a standard set up. For instance you have already indicated that you are not using the router that your ISP has supplied. This may be a reason why you've been unable to set up the service thus far and why we've referred you to your ISP for further assistance. If you don't wish to contact them your router manufacturer should be able to help with port forwarding and router set up.

Thanks,

LeeH

[Hambroski]

Hi Lee,

Both my VSS3 are down still despite logging all the issues and details on this forum. Please can you help?

Thanks,

[Hambroski]

Hi - I am also still unable to log in to 'my account' to manage my sure sginal too!

I am very disappointed in Vodafone as I mentioned before.

Regards,

[Ben_H]

Hi folks,

Hambroski - so that we can check your login credentials for My Account, I've sent you a Private Message here with further instructions.

dorowe - The nature of the eForum means that customers will only really get in touch if they are experiencing an issue and this in no way stipulates a majority view for our products. We have tens of thousands of Sure Signal users who are delighted with the service day in day out.

For those who do need support due to individual concerns, we are here to help trouble shoot and address where possible. We can only do this up to a certain point and when we exhaust all of the tool we have here, we will refer you to your ISP or hardware supplier. I can assure you that we do everything within our power to fix things using the training and knowledge at our disposal.

Cheers, Ben

[Hambroski]

nothing received!

[dorowe]

Hi Lee

If you look at the number of posts it is quite clear that there are significant issues with getting Suresignal to work.

The technical requirements are just not clear, e.g. why have I been asked to provide the Suresignal with a static IP address.  This is not possible, I suspect for most, as the Suresignal is accessing the internet through a router providing local IP addresses through DHCP.  As the local devices are powered on & off  the local IP address for that device when next powered on may change. 

I am able to open up ports on my router and have done so.  The fact remains that the Suresignal is not connecting and there is no information provided that indicates the reason.  There needs to be diagnostics that will determine the reason for the failure to connect.

Without such diagnostics there is nothing that I or my ISP can do as the reason for the failure to connect is just not known.

This is a product for the consumer market and as is evident from the many posts on this forum the Vodafone Suresignal is currently not fit for that purpose.  I would expect this issue to be taken more seriously by Vodafone than appears to be the case.

[dorowe]

Hi

I too have a Netgear DGND3700v2.  It has been a complete nightmare re support.  Vodafone keep referring me to BT as the ISP but BT have no idea about this kit, if indeed there are any issues on their side.  I recently installed a British Gas Home Hub that was truly plug & play by way of contrast.

Also  asking users to install additional port forwarding software to manage their routers is a big if not unreasonable ASK.

I did have some early issues with the Netgear router re port forwarding that may have been affecting some services but these issues were a walk in the park compared to the suresignal.  Vodafone needs some robust dioagnostics that should be available or this is going to reside in Mr. Bin!

Great concept,but radically failes as a consumer ready product?

[Mark_B]

The NetGear is IPv6 capable but I don't think that requesting IPv6 in itself is a problem as it returns a valid AAAA result for google.co.uk returns a valid IPv6 address.  It's that the Vodafone does not have an IPv6 DNS entry, so the DNS shoudl return an error result.  What I don't know is how the VSS will behave if it actually gets an IPv6 address in response.  Perhaps its script will take it on a completely new journey of discovery.

Although I've owned some of these other routers I don't have them anymore to try with the VSS.

For my case, until the DNS was resolved it was pointless doing anything else.

Mark.