Vodafone SureSignal not working on new Coorporate Firewall

[Daniel1989]

Hi Vodafone,

I have been browsing for some time on the problems with SureSignal Devices, and am just not happy with the amount of problems you seem to have.

Every suggestion i've come across, I have applied and tested and failed to succeed and am now thinking if I show you the scenario you may have "additional" information you neglect to mention about these devices.

A couple of months ago it was decided the Firewall protecting the network would be upgraded due to additional functionality. The first thing we do is hunt down your port requirements. These are as follows:

Port 8, 50, 53, 67,68, 123, 500, 1723, 4500, 33434-33445

Have all been opened and direct to the SureSignals location.

Now...The scenario.

This network consists of 4 networks in total, each with their own external IP addresses and of course internal IP addresses.

For example, Network 1 could be 192.168.1.1, Network 2 could be 192.168.2.1 etc with their own individual external IP address. This is done via VLANs.

No other internal firewalls exist in their own Networks for the purpose of getting these devices to work.

Pre-install of this new Firewall, VLANs did not exist and was simply 1 huge network with 1 external IP Address. Each network took it upon themselves to install their own Firewall. Under this circumstance, the SureSignals were working without error.

Now my question is, why? Other than the network being split into their own individual environments through VLANs and the firewall software being changed, nothing is different.

The setup is identical to the previous network setup, except this time they cannot communicate with each other, but they most certainly can communicate to the outside world.

I have also gone through the tedious and tormenting scripts of the Customer service team of resetting the SureSignals 100 times over with the lovely addition of waiting 24 hours (Basically fobbing you off), between each reset to still not have it come alive.

I should mention at this time, that we have 5x EE Booster devices on-site that work PERFECTLY. No ports opened for them, so additional settings, just plug and play....Your devices cannot be much different from theirs?

So I ask, what additional requirement do these need to function? The new firewall MUST be blocking some hidden communication to your devices that no one in Vodafone seems qualified enough to answer me.

[Mark]

@Daniel1989

We'll be happy to take a look at this problem for you.

You may find the answer to your query in our Sure Signal Troubleshooting thread. If not please post your reply below, 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.

[Daniel1989]

Speedtest:

http://www.speedtest.net/my-result/4819825902

Pingtest:

http://www.pingtest.net/result/134195983.png

External IP Address:

176.58.4.130

Tracert:

  1    <1 ms    <1 ms    <1 ms  10.4.0.1
  2    20 ms    19 ms    21 ms  176.58.4.129
  3    20 ms    21 ms    18 ms  217.145.128.2
  4    23 ms    24 ms    20 ms  85.133.50.193
  5     3 ms     2 ms     3 ms  85.133.16.45
  6    19 ms    19 ms    18 ms  te-9-1.core-l-1.lon2.adaptplc.com [62.140.218.201]
  7   122 ms   145 ms    20 ms  te-6-1.metro2.gls2.adapt.com [62.140.208.150]
  8    24 ms    24 ms    24 ms  lndgw2.arcor-ip.net [195.66.224.124]
  9    20 ms    20 ms    22 ms  85.205.0.93
 10     *        *        *     Request timed out.

Serial Number:

40132204757

[grolschuk]

The VLAN setup won't make a difference to the device, the biggest change you made was the new firewall, and am going to guess something isn't quite right.

Do you have any inbound IPSEC VPN connections to terminate at the firewall?

If not, is there any setting that allows VPN passthrough onto the vlan that your suresignal is attached?

That seems to be one of the main bugbears with home routers, so can see it causing an issue here if the firwall is VPN aware, and is choosing the keep/discard some of the traffic.

[Daniel1989]

Please note all 4 of these tenants have SureSignals and all are experiencing issues with them.

External IP Addresses:

176.58.4.131

176.58.4.132

176.58.4.133

The TraceRT results are identical, with the exception of Line 1 being different due to the difference in LOCAL IP Address.

But all fail to communicate past 85.205.0.93.

You may also consider I just did a TraceRT on another site entirely and also fail to connect past 85.205.0.93

[Daniel1989]

One of the network users has a home SureSignal that I got him to do the same tests and confirmed they are all identical, and even the TraceRT also stopped at the same point...

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  router.asus.com (192.168.1.1)  3.634 ms  0.736 ms  0.610 ms

 2  * * *

 3  * * *

 4  31.55.187.184 (31.55.187.184)  17.486 ms  17.649 ms  16.689 ms

 5  core1-hu0-8-0-5.southbank.ukcore.bt.net (195.99.127.178)  15.353 ms  15.482 ms  17.083 ms

 6  peer1-et-10-1-0.telehouse.ukcore.bt.net (195.99.127.3)  16.289 ms  16.221 ms  16.026 ms

 7  lndgw2.arcor-ip.net (195.66.224.124)  16.655 ms  18.099 ms  16.141 ms

 8  85.205.0.93 (85.205.0.93)  18.648 ms  16.875 ms  16.849 ms

 9  * * *

10  * * *

11  * * *

[Retired-EricChe]

@Daniel1989

Thanks for getting in touch.

I've spoken to our specialist Sure Signal team, who have advised that Sure Signals aren't compatible with VLANs. This is due to how complex the security set-up is.

[Daniel1989]

Finally happy to receive an answer.

But is there no work around that is possible, perhaps a specific model that could be exempt?

As I said previously, we have EE Boosters that have absolutely zero problem with VLANs, why are your devices so different?

What extra functionality do these have that cause them to be incompatible and can it be adjusted or even removed?

[ChazzD]

@Daniel1989

Unfortunately there's no way around this.

You'll need to change from a VLAN to a standard Internet service provider for it to be compatible. 

[Daniel1989]

I moved the device last week onto part of the Network outside of any VLAN but still on the same premises of the business (As I was informed Vodafone track the location of the devices).

It has still failed to connect....

I have also reset the device after the move and obviously waited until now to make sure more than 24 hours has passed.

So not the VLAN being the problem? Any other reported issues that you could suggest be the cause?