Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange

[andy_cameron]

Hi  unable to get sure signal to work have done everything all required ports open.

have have even put IP of suresignal into DMZ of router

Tracert output as follows

any ideas please

Route Trace

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.0.1]
  2    21 ms    21 ms    21 ms  host81-148-32-1.in-addr.btopenworld.com [81.148.
32.1]
  3    22 ms    22 ms    21 ms  213.120.178.141
  4    23 ms    22 ms    22 ms  213.120.177.98
  5    22 ms    22 ms    22 ms  217.41.168.181
  6    23 ms    22 ms    22 ms  217.41.168.107
  7    22 ms    22 ms    22 ms  109.159.249.106
  8    23 ms    22 ms    22 ms  core2-te0-15-0-16.faraday.ukcore.bt.net [109.159
.249.25]
  9    23 ms    23 ms    22 ms  host213-121-193-111.ukcore.bt.net [213.121.193.1
11]
 10    22 ms    22 ms    23 ms  t2c3-xe-2-1-0-0.uk-lon1.eu.bt.net [166.49.211.18
8]
 11    23 ms    23 ms    23 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.

[Gemma]

Hi andy_cameron,

The light sequence indicates that the Sure Signal isn't active.

Please post the below information:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

Your Sure Signal serial number:

This will help us to take a closer look into what's happening.

Thanks,

Gemma

[andy_cameron]

Thanks for reply Gemma

speed test 12 meg down 1 meg up

ping test to 212.183.133.177 is as per route trace attached to my question

no reply as no route.

external IP is 217.41.65.173

serial no is 40134641998

Andy

[Retired-Dave]

Hi andy_cameron,

Those details seem fine.

The ping test is not the same as the traceroute, though. You just need to click the link and then select the "Begin test" option.

If you check the ethernet lights on the Sure Signal, are they lit, flashing or one? You can find these next to the socket the cable goes into.

I'd also try giving the box a reset and resync:

• 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.

Dave

[andy_cameron]

Dave
Do the IT for this company
Basic ping of IP = no response

Its being blocked somewhere
Done all the reset stuff sure signal is in DMZ of router
After opening ports failed.
Can see sure signal on router client list.
Route trace drops at BT server address so your on that blacklist or that server is on your blacklist
Andy

[Retired-James]

Hi andy_cameron,

Thanks for getting back to us.

If you’re just trying to ping that IP address directly, it won’t work because it can’t be pinged for security reasons.

When it comes to doing a traceroute, this is slightly different as it will show the route to our server before it hits our firewalls.

As the last IP address is showing as a BT.EU address, this should be fine.

However, looking at the registration, I can see that it’s not connected properly to our servers since your registered it.

As your IP address is on the whitelist, it means that it’s not being blocked.

Can you confirm which router you are using?

Who is your internet provider?

Are you a business or consumer broadband customer?

James

[andy_cameron]

James

Thanks for reply

Router is an ASUS DSL-N55 U

I have entered port triggers for all TCP and UDP ports in you list.

Speetest.net  on IP 217.41.65.173   13.9 down and .8 up

Your ping test site

Rated B+ ping 38ms with 3 jitter

ISP is BT Business Broadband

Andy

[Ben_H]

Hi Andy,

Thanks for those details.

I know BT Business customers were facing issues following a recent update to their systems. It was affecting VPN's and Sure Signal users were struggling.

This was fixed at the beginning of the month by BT, but you may need to ask your ISP to check the updates have been applied to your service too. 

Post back here when they've confirmed your line as updated and we'll resync your Sure Signal to get it back online.

Cheers, Ben