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PaulN · ‎05-01-2014

I cannot get my suresignal to work with my new netgear D6300. Has failed for 6 weeks now numerous support calls, numerous restarts and resyncs to no avail. In the end i received a new Suresignal but this has made no diference either. Ports open outbound tcp 50, udp 123, 500, 4500.

Portforwarding I tried to do the same but can only do this for port 50 and 4500 , when tryiong to do this for port 123 or 500 getting message process already in use . I had problems with my account and could not enter new Suresignal code but this has been done by support.....Anyone out there who had the same problem?

Retired-Dave · ‎07-01-2014

Hi PaulN,

So we can get a better picture of what's happening, please post the following:

- Your Sure Signal serial number.

- Your speed test results from here.
- Your ping test results from here.
- Your external IP address from here.

Can you also paste the results of a traceroute here for me?

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 and press Enter.

On a Mac

- Open Terminal (Applications, Utilities).

- Type traceroute 212.183.133.177 and press Enter.

I did notice that the port list you've mentioned seemed incomplete. You need to make sure that this full list is open for forwarding:

- 8 (TCP & UDP)

- 50 (TCP & UDP)

- 123 (UDP)

- 500 (UDP)

- 4500 (UDP)

If the ports show as "in use" when you try to set this up, try disconnecting the Sure Signal first.

Dave

PaulN · ‎12-01-2014

Hi Dave hope you can help. I think I have spoken to everybody at your first and second line support and done numerous reboots and re syncs since end of November. In the end support got desperate and exchanged the sure signal, but have not been able to connect using new one. I am going to try to connect from work tomorrow, but that is on NHS net (intranet) will this work? Spent 3 hours with Netgear live support today but no joy. Plugged device in with neighbour who has different ISP and different router and the first white light (connecting) kept flashing, at times going to solid second and third yellow, then goes back to first white light flashing. Plusnet saying they are not blocking anything.

46.208.201.232 ext ip. ISP= plusnet VSS 40133665196 upload speed 3.67 download 0.37, ping 54ms jitter 2ms quality b*

Microsoft Windows [Version 6.3.9600]

C:\Users\Paul>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

1 44 ms <1 ms <1 ms 192.168.0.1

2 40 ms 37 ms 36 ms lo0-central10.pcl-ag02.plus.net [195.166.128.183

]

3 36 ms 37 ms 36 ms link-b-central10.pcl-gw02.plus.net [212.159.2.16

6]

4 35 ms 35 ms 36 ms xe-10-1-0.pcl-cr02.plus.net [212.159.0.198]

5 36 ms 36 ms 37 ms ae1.ptw-cr02.plus.net [195.166.129.2]

6 38 ms 36 ms 37 ms ae2.ptw-cr01.plus.net [195.166.129.4]

7 36 ms 37 ms 38 ms ldngw1.arcor-ip.net [195.66.224.209]

8 37 ms 36 ms 37 ms 85.205.116.2

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.

C:\Users\Paul>

I can open the ports 8, 50, 123, 500 and 4500 in outbound firewall rules, with port forwarding can open inbound port 8, 50, and 4500. Need to use port triggering for port 123 and 500, router otherwise gives error message that process is already in use

Retired-James · ‎13-01-2014

Hi PaulN,

Thanks for getting back to us.

It’s possible that it won’t work on the NHS connection due to the security setup on that line but it’s still worth a try.

How long was this connected at your neighbour’s house?

From what you’ve said it didn’t sound like it was connected long enough to properly connect but it did connect to the server yesterday.

With the tests that you’ve done, I can see that your download speed is a bit borderline, so it this is something that you could ask Plusnet to look at

James

PaulN · ‎13-01-2014

Hi James, on Sure Signal V2 it worked ok with download speed of 1.0, what should it be with the newest version? and was it normal the tracert timed out? Indeed did not work from within NHS net.....

DaveCD · ‎14-01-2014

Hi PaulN

Thanks bobpullen.

The traceroute shown is hitting our servers so is perfectly normal.

@PaulN

The download speed needs to be over 1mb, the upload speed needs to be at least 0.13mb to keep the VPN and 0.5mb per call, this is what may vary depending on how many calls are being used.

Is it still the same lights that show on the device when connected?

Thanks

DaveCD

PaulN · ‎15-01-2014

Hi James,

Problem solved, had to do with router settings after all, multiplexing settings were wrong. i cannot understand how everything else worked fine though. After another re sync from your end (is that because my download speed is slow?) it now works. Had to delete and then re add another user though (who had not had chnage of number but had changed her hand set)

Retired-Andy · ‎16-01-2014

Hi PaulN,

That’s great news, thanks for the update.

If your upload speed drops below the minimum needed, the connection may drop but should re-establish itself without a resync being needed.

If you find that the Sure Signal loses connection frequently, I’d advise speaking with Plusnet about increasing your speed.

Having a change of phone shouldn’t need a number to be removed and re-added.

By doing this though, the system will update with the latest information.

Cheers,

Andy

bobpullen · ‎16-01-2014

> If you find that the Sure Signal loses connection frequently, I’d advise speaking with Plusnet about increasing your speed.

If the OP's line is provisioned on BT's 21CN network then I can probably squeeze a little more out of the upload. If you let me know what your account username is Paul then I'll take a look.

Best regards,

Bob
Plusnet

bobpullen · ‎14-01-2014

Hi there,

> Plusnet saying they are not blocking anything

No, we won't be although make sure our server side firewall isn't switched on. There's some guidance about how to configure one of our routers to work with the service here.

> I can open the ports 8, 50, 123, 500 and 4500 in outbound firewall rules, with port forwarding can open inbound port 8, 50, and 4500. Need to use port triggering for port 123 and 500, router otherwise gives error message that process is already in use

That makes me a tad suspicious. Have you a Plusnet-provided router anywhere that you could swap in? Do you still get that error with the Sure Signal unplugged? If you have port forwarding set up then have you tried toggling the UPnP option? (shouldn't need it if you're forwarding ports).

> With the tests that you’ve done, I can see that your download speed is a bit borderline, so it this is something that you could ask Plusnet to look at

No way a ~3.5Mbps downstream should prevent you establishing a connection via a femtocell.

Tracert times out at the same place for me (85.205.116.6 is a Vodafone IP). From my box at home:

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

  1     3 ms     3 ms     5 ms  home.gateway [192.168.1.254]
  2    17 ms    15 ms    15 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
  3    15 ms    15 ms    15 ms  link-b-central10.ptn-gw02.plus.net [212.159.2.138]
  4    16 ms    16 ms    14 ms  xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
  5    15 ms    15 ms    14 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6    17 ms    19 ms    19 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    18 ms    16 ms    15 ms  85.205.116.6
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *     ^C

A trace from a non-Plusnet host seems to time out at the same place which suggests this is normal:

TraceRoute from Network-Tools.com to 212.183.133.177 [cluster4.vap.vodafone.co.uk]
Hop    (ms)    (ms)    (ms)              IP Address    Host name
1       1       0       0          8.9.232.73     xe-5-3-0.edge3.dallas1.level3.net  
2       106       107       Timed out          4.69.145.126     vlan70.csw2.dallas1.level3.net  
3       117       119       118          4.69.151.146     ae-73-73.ebr3.dallas1.level3.net  
4       124       118       120          4.69.134.22     ae-7-7.ebr3.atlanta2.level3.net  
5       114       114       111          4.69.148.242     ae-63-63.ebr1.atlanta2.level3.net  
6       117       106       106          4.69.148.106     ae-6-6.ebr1.washington12.level3.net  
7       112       116       118          4.69.143.214     ae-1-100.ebr2.washington12.level3.net  
8       113       114       118          4.69.201.69      -  
9       112       109       111          4.69.137.69     ae-42-42.ebr2.london1.level3.net  
10       109       117       117          4.69.153.142     ae-59-224.csw2.london1.level3.net  
11       120       115       112          4.69.166.29     ae-232-3608.edge4.london1.level3.net  
12       122       Timed out       128          195.50.122.66      -  
13       125       125       121          85.205.116.10      -  
14       Timed out       Timed out       Timed out               -  
15       Timed out       Timed out       Timed out               -  
16       Timed out       Timed out       Timed out               -  
17       Timed out       Timed out       Timed out               -  

Trace aborted.

Regards,

Bob Pullen
Plusnet