V3 Sure signal help please!!!!!

[flanker5]

hello,

can someone please help.

have done the setup for our new v3 suresignal as per this forum says.

added users etc etc....

all looks good on "my sure signal" page.

but no one can get any signal. power light is on, internet light is on, but no "in use" light.

have factory reset twice now. no difference. can someone please check if i m on the white list.

ip: 62.232.37.173

getting rather bum itching now.

thanks very much.

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[flanker5]

as requested:

1    <1 ms    <1 ms    <1 ms  10.0.0.200

 2     1 ms    <1 ms    <1 ms  62.232.37.169  

3     5 ms     5 ms     5 ms  212.241.232.189  

4     5 ms     6 ms     5 ms  te0-1-0-0.cr02.ts1.bb.daisyplc.net [62.72.137.12 2]  

5     5 ms     5 ms     5 ms  ae0-1802-xcr1.lsw.cw.net [195.66.224.182]  

6     5 ms     5 ms     5 ms  ae22-xcr1.lns.cw.net [195.2.30.61]  

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.  

speed test:

download is 9.87MB upload is 9.88mb

ping test:

line quality A 0% packetloss ping: 9ms jiter : 0%

serial no of suresignal: 42141204174

wap ip: 62.232.37.173

 thanks

[flanker5]

anyone there?

[grolschuk]

The tech team will be looking at the details you posted, and should get back to you soon (their usual turn around is initially around 24 hours once a post has been assigned to them)

Your up/down speed is fairly synchronous, is it a business line? What router are you using?

Sometimes if the router is VPN aware, it needs tweaking to allow the suresignal's vpn traffic through properly.

[flanker5]

hello,

it is a business lease line.

but i do have access to the firewall if i need to tweak anything.

please advise.

[grolschuk]

If it is a small business spec modem/router (like you would have at home) then see if there is anything in the options that relates to VPN Passthrough... it needs to be allowed for IPSEC.

I think BT use the term Port Clamping instead

If it's a more meaty system than that, or there are no passthrough options, then below are a list of inbound ports that need forwarding to the suresignal, and the IP addresses of the vodafone servers that need ot be accessible.

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:

8 – TCP/UDP (All routers)

50 – TCP/UDP (All routers)

53 – TCP/UDP (Virgin Super Hubs)

67 – UDP (Virgin Super Hubs)

68 – UDP (Virgin Super Hubs)

123 – UDP (All routers)

500 – UDP (All routers)

1723 – TCP/UDP (BT Home Hubs)

4500 – UDP (All routers)

33434 – 33445 – UDP (Virgin Super Hubs

[Retired-Andy]

Hi flanker5,

Your speed test, ping test and traceroute are fine.

Your IP address is on our whitelist, so no problems there either.

Thanks to grolschuk for the information he’s provided, it’s spot on.

I can see that it connected to our servers last night at 11.06pm, are you now able to get a signal?

If not, check the IP addresses and ports that grolschuk has given are open/forwarded on your router.

Thanks,

Andy

[flanker5]

hello,

Sorry but its happened again for no reason.

Can you check if i m on the whitelist please.

i have 4 users no one is being boosted.

thanks

[Ben_H]

Hi flanker5,

Everything is fine with 62.232.37.173 if that's still your IP address.

If you're still struggling, please retest your speed and traceroute. I understand you've done them before, but it's been a couple of months now and I want to rule out any changes.

Cheers, 

Ben