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KASEY1 · ‎19-11-2013

Hi

I have a Vodafone Sure Signal version3. It was registered in December 2012 and has always worked perfectly well until I changed my broadband supplier and router. I realise I have a slow broadband speed but when I purchased the Sure signal in 2012 the minimum broadband speed requirement was 1mb and it has always worked on this speed.

Power light - Red flashing

Internet - Off

In service - Off

In use - Solid orange

Speed test download - 1.19mbps

Ping test - 55ms

Jitter - 1ms

External IP Address - 86.112.84.74

Sure Signal serial - 40124232097

Trace route

C:\Users\Claire>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 Broadcom.Home [192.168.1.1]

2 55 ms 54 ms 54 ms 86.54.183.227

3 55 ms 54 ms 53 ms supanet.vl-33.core4.th.spn.kcom.com [86.54.183.2 17]

4 54 ms 55 ms 55 ms 62.164.130.61

5 55 ms 54 ms 54 ms supanet.v18.lon-th3cr.spn.kcom.com [86.54.183.12 1]

6 60 ms 58 ms 59 ms ldngw1.arcor-ip.net [195.66.224.209]

7 55 ms 56 ms 55 ms 85.205.116.2

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.

Router is Kasda TC5815H but have also tried a different router to no avail.

Thank you

Retired-Andy · ‎20-11-2013

Hi KASEY1,

Everything looks fine with your traceroute and ping test. Your IP address is on our whitelist so no problems there either.

The latest version of the Sure Signal needs a higher broadband speed than versions 1 and 2.

Our Sure Signal website page advises for version 3 that it needs a connection with a minimum speed of 4.13Mbps.

You’ve not mentioned your upload speed, but the version 3 needs a minimum of 0.36Mbps.

If your figure is less than this, you’d need to speak with your Internet Service Provider about increasing your connection speed.

Thanks,

Andrew

KASEY1 · ‎20-11-2013

Hi Andrew

Thank you for your response.

My upload speed is 0.36mbps funny enough. I have only ever had VSS 3 and at the time of purchase your specification stated 1mb broadband speed but I realise you have subsequently raised it to 4.13mbps. This aside the fact remains that I have always only had speed of around 1mb and it has always worked. There is nothing more my internet provider can do for me as I live very remotely hence needing the VSS! Please direct me as to how to set it up correctly as the only factors that have changed from it working to not working are my internet provider and router.

Many thanks

Claire

Retired-James · ‎21-11-2013

Hi KASEY1,

If the issue is with your internet provider or router then there is little we can do.

However, I’d look at the port forwarding instructions to make sure the connection isn’t being blocked.

Manually configure your router to allow port-forwarding.

In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

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

Port 8 - TCP/IP

Port 1723 (BT customers only) - TCP/UDP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

James

KASEY1 · ‎26-11-2013

Thank you for your instructions. I have configured the router according to your instructions and pressed the reset button and have waited 72 hours but the lights remain the same. I cannot understand why it has worked perfectly well with no trouble at all since December last year and now it won't. Please shead some light. Thank you.

Sukhi · ‎27-11-2013

Hi KASEY1

As James has mentioned above if the issue is with your internet provider or router then there isn't a lot that we can do. Have you tried speaking with your ISP?

Thanks

Sukhi