Sure Signal whitelist IP range request

[ahicks]

I work for a small UK-based ISP.  Please can you add the following supernet to your whitelist, as we have had reports that customers with IPs in this range are unable to use Sure Signal devices:

195.191.106.0/23

Thanks,

Andy

[Alex]

@jhcsltd The missing IP range has now been added 🙂

Please reset your Sure Signal and let us know how you get on.

If it's still not working, please let us know the full light sequence you're currently seeing on the device. 

[jhcsltd]

Hi Alex,

The addressed I provided are CIDR ranges, please can you confirm all the addresses in the range have been added and not just the fist address in the block.

I've aksed one of our users to let us know if this has solved thier problem. We don't have a sure signal ourselves, we are the service provider.

[jhcsltd]

Hi Alex,

This does not seem to have worked.

Please can you get someone from your specialist team to contact us using the contact details in our private notes?

We really want to support our customers with Sure Signals but at this point we are reall helpless to do anyting.

[Alex]

@jhcsltd We're unable to contact you directly from our Community page. 

I've just sent another email to our specialist team to have conformation that all of the IP addresses are correctly added onto our whitelist. 

When they come back, we'll be sure to keep you updated and provide further support on here. If we did need to contact you directly to assist further, we'll send across our contact form so you're able to get in touch with our department 🙂

It's also worth mentioning that this query may not be relating to the IP address, it could be another issue. We do have a Sure Signal troubleshooting guide which would allow you to assist further. 

[John]

@jhcsltd Our specialist team has now confirmed that all of the IP addresses are now added onto our whitelist.
If you have any more problems, please see the Sure Signal troubleshooting guide linked above

[jhcsltd]

We are still having customres with issues, I'm affrid we don't have a sure signal so we are unable to do any of the trouble shooring you sugested. Please can someone to contact us about this. I want to be clear here, we are an ISP and not an end user, a lot of our customers that have sure signals are not able to connect their sure signals through our network, please can you contact us using the details I have provided so we can help your customers use your product with our network. 1 conversation with us will inveitubly save us both many hours of support with individual customers, please please please just contact us about this.

[Colleen]

@jhcsltd I'm sorry to hear some of your customers are still having issues with this.

We'll need to investigate this further for you, to see what's happening. I've sent you a private message with details on how to get in touch with us.