Vodafone V3 Sure Signal not working

[Pauly66]

hi

The issue you’re experiencing:

Unable to get Sure Signal online

What light sequence you're seeing:

Red Flashing And the two right Symbols are steady orange. Occasionally the connection lights up for 2 – 4 seconds

Your speed test results from here.
Ping 29ms

Download 37.64Mbps

Upload 9.24 Mbps

Your external IP address from here.

 213.152.40.9

Your Sure Signal serial number:

 42151418383

The results of a traceroute.

C:\Users\pauly>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  192.168.54.1

  2    28 ms    30 ms    28 ms  lo0_ecldsl-bba5.th.eclipse.net.uk [82.153.1.61]

  3    28 ms    32 ms    28 ms  91.85.10.21

  4    28 ms    28 ms    28 ms  62.164.130.53

  5    28 ms    28 ms    29 ms  vl-9.lon-gs1cr.spn.kcom.com [86.54.183.253]

  6    28 ms    29 ms    29 ms  195.50.122.125

  7     *        *        *     Request timed out.

  8    29 ms    31 ms    29 ms  Vodafone-level3-200G.London1.Level3.net [4.68.72.94]

  9    30 ms    32 ms    29 ms  ae17-xcr1.ltw.cw.net [195.2.28.150]

 10    29 ms    31 ms    29 ms  ae32-xcr1.lns.cw.net [195.2.24.126]

 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.

I've tried opening all the ports I could find on my router, relating to the sure signal v3 (full list would be helpful)

replaced network cables

Tried to access the device with telnet & browser

i traced the ip address with wire shark knowing it's mac address

reset or powered down ss v3 unit and router 3 or 4 times

I think i'm getting to the end of my trouble shooting abillity

[TJ]

@Pauly66 Thanks for providing us with those details. From the light sequence that you've given us, we'd advise you to contact you internet service provider.

If you've got a static IP address - you should contact your provider, advise them 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've got a dynamic IP address - you should contact them and advise that you're trying to setup a VPN tunnel and that the IPsec packet is being fragmented in transit.

Please keep us updated and let us know how you get on. Feel free to pop back to us if you're still experiencing problems and we'll be happy to help further.

[Pauly66]

I've spoken to my ISP (Eclipse networking)

They have no blocking or anything in place to interupt VPN traffic

They also allow all ports through the connection, which has been useful in the past

I have a static IP on my network, this was previously used for a corporate VPN and I never experianced and issues.

My router is a Netgear WNR2200 which has been tough enough for me over the last few years.

I'll setup a wireshark trace and see what I find in a minute

[Pauly66]

I did a couple of wireshark captures and in the first there were only 2 entries for the ip address that is assigned to the SS v3.

in the second trace there was only 1 entry

I'm ot a wireshark specialist, but can provide the capture files if required.

I now suspect the actual unit is faulty, and I will attempt to get a replacement

[Alex]

@Pauly66 When was the last time you've used your Sure Signal? 

If it's been inactive for a 3 month period, it'll have had an inactivity bar applied. If it's been 12 months since you last used the device, it'll have been deregistered from our network. 

Our Live Chat team will be able to check for any bars in place 🙂