suresignal both lights go out

[airjohnjones]

The lights on my suresignal go out after around 10 minutes.

I have tried the following:

Held the factory reset button for 30 seconds, and kept it held whilst disconnecting the power for 30 seconds, and held it in for further 30 seconds after reconnecting power.

Assigned a static IP address reservation for my suresignal from within my router.

Added port forwarding for ports 8, 50, 123, 500, 4500 and 1723 to forward on both protocols to the static address reserved for my suresignal.

The results of the speedtest are as follows:

[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/2359362094.png[/IMG][/URL]

The results of the pingtest are as follows:

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/73564149.png[/IMG][/URL]

My IP address is

185.3.90.21

Here are my tracert results

C:\Users\John>tracert 212.183.133.177

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

1 19 ms 2 ms 2 ms 192.168.1.1
2 * * * Request timed out.
3 1695 ms 694 ms 679 ms 10.130.130.9
4 701 ms 719 ms * 10.130.130.163
5 682 ms 724 ms 734 ms 88-202-127-98.ip.skylogicnet.com [88.202.127.98]

6 936 ms 867 ms 730 ms 192.168.66.10
7 705 ms 1198 ms 720 ms 10.130.1.10
8 1603 ms 717 ms 720 ms 10.130.2.45
9 861 ms 878 ms 714 ms 10.130.1.18
10 736 ms 728 ms 719 ms xe-10-2-0-762.par-gar-score-2-re1.interoute.net
[195.81.51.225]
11 706 ms 718 ms 719 ms ae0-0.par-gar-score-1-re0.interoute.net [212.23.
42.25]
12 724 ms 706 ms 718 ms ae1-0.lon-004-score-1-re0.interoute.net [212.23.
42.22]
13 716 ms 719 ms 721 ms ae2-0.lon-001-score-2-re1.interoute.net [84.233.
218.185]
14 763 ms 723 ms 878 ms ae0-0.lon-001-score-1-re0.interoute.net [84.233.
218.189]
15 747 ms 747 ms 717 ms 195.81.244.66
16 744 ms 964 ms 753 ms 85.205.116.2
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.

and finally my SureSignal serial number is 41113716462

Please tell me what is wrong, and what can be done to get this box working.

Many thanks in advance,

John

[FelixDaHousecat]

there are some mighty response times there mate.

for the vpn to stay open you need under 200ms as an average over the three sent packets.

my advice would be to contact your isp.

i cant see the speedtest results on my ipad so i cant help in that respect.

good luck

fdh

[airjohnjones]

Spoiler

Thanks for the comment. As you can see I'm on satellite broadband which would account for the delay I think.

Spoiler

[Phil]

Hi airjohnjones,

fdh is correct in that you do need a response time of less than 200ms across the 2 packets sent in order for it to connect with the network.  Have you contacted your isp as suggested? As you're on satelite broadband, can you confirm that these are based in the UK? 

The speedtests results are both extremely high as well and so it would seem that the issue is coming from your broadband provider so you'll need to contact them for further assistance with this. 

Thanks,

Phil

[airjohnjones]

I have contacted Avonline who market the Twoway satellite broadband in the UK and they advise that although the Sure Signal box used to work with the satellite there was a software update by Vodafone which stopped the Sure Signal from working. So I guess it's down to you guys to resolve the technical issues with Skylogic ultimately whilst I have a useless box sitting on my desk.

[Retired-James]

Hi airjohnjones,

To be honest there is two main issues here.

1. The response times on your traceroute are no where near the required threshold for the Sure Signal to establish a connection and until this has been address by your ISP it won’t work with your current broadband setup.

2. The IP range that your ISP uses isn’t on the whitelist and as such it is also being blocked from being allowed to be used to establish a connection.

We can request for the IP to be added to the whitelist however, as you must have a UK based IP range it is possible that this can’t be added due to their NOC being based in Italy.

I would recommend speaking with your ISP again to see if you can get your response times below 200ms on your traceroute before we can look at adding your IP address onto the witelist.

James