Suresignal has stopped working

[alexjwalker]

Hi,

The issue you’re experiencing:

We have a Suresignal which has worked perfectly for over two years. We recently switched ISP and it has not worked since. The ISP say that there is no reason why the Suresignal should not work with them. I also contacted Vodafone thorugh the online help chat and was told that they could see our Suresignal from their end. Essentially both ISP and Vodafone said the problem wasn't with them...

What light sequence you're seeing:

We have a Suresignal 3. Light 1 (power light) is on (red). Light 2 is off and light 3 & 4 are both orange.

Your speed test results from here.

http://beta.speedtest.net/result/6812539228

Your external IP address from here.

185.159.217.134 

Your Sure Signal serial number:

42152145852

The results of a traceroute.

C:\Users\awalker>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 10.1.0.1
2 1 ms <1 ms <1 ms 185.159.217.133
3 16 ms 14 ms 14 ms 10.255.7.145
4 14 ms 14 ms 14 ms 5.133.16.8
5 14 ms 15 ms 14 ms xe-10-1-1.edge3.london15.level3.net [212.187.192
.193]
6 * * * Request timed out.
7 16 ms 15 ms 16 ms vodafone-level3-200g.london1.level3.net [4.68.72
.94]
8 20 ms 16 ms 16 ms ae9-xcr1.lnt.cw.net [195.2.24.161]
9 15 ms 15 ms 15 ms ae22-xcr1.lns.cw.net [195.2.30.61]
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.

Thanks in advance for your help

[Colleen]

@alexjwalker Judging by the light sequence you've provided, it definitely seems like there's an issue with your ISP (Internet service provider).

Please contact them again and advise the following: 

-If you have  a static IP address, mention that you're trying to set up a VPN tunnel and that the IPsec is being blocked on an internal firewalled server within their network.

- If you have a dynamic IP addresses, advise that you're trying to setup a VPN tunnel and that the IPsec packet is being fragmented in transit.

Please let us know how you get on.