new and old sure signals neither will connect to internet

[surepain1]

The issue you’re experiencing:

 Cant get suresignal to connect to internet.

What light sequence you're seeing:

flashing red with solid orange internet and user lights

Your speed test results from here.
22 ping 30.57 download 3.39 upload

Your external IP address from here.

 37.48.225.226

Your Sure Signal serial number:

42170374831

The results of a traceroute.

Traceroute – Traces the route of packets to destination host from our server   IP address or host name:    traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets 1       * * * 2 core22.fsn1.hetzner.com 213.239.229.133 de 0.249 ms       core21.fsn1.hetzner.com 213.239.229.129 de 0.170 ms     core22.fsn1.hetzner.com 213.239.229.133 de 0.249 ms 3 core12.nbg1.hetzner.com 213.239.245.214 de 3.316 ms       core11.nbg1.hetzner.com 213.239.245.221 de 2.776 ms     core12.nbg1.hetzner.com 213.239.245.214 de 3.316 ms 4 juniper5.dc2.nbg1.hetzner.com 213.239.229.162 de 2.825 ms 2.834 ms     juniper5.dc2.nbg1.hetzner.com 213.239.229.166 de 2.807 ms 5 ae5-710.nbg40.core-backbone.com 81.95.15.5 de 2.930 ms 3.155 ms 2.912 ms 6 ae1-2003.fra20.core-backbone.com 80.255.14.82 de 6.126 ms 6.318 ms 18.585 ms 7 core-backbone.vodafone.com 5.56.18.82 de 6.295 ms 6.265 ms 6.267 ms 8 et-7-1-0-xcr1.hex.cw.net 195.2.10.181   20.222 ms 20.701 ms 20.660 ms 9 ae9-xcr1.lnt.cw.net 195.2.24.161   20.033 ms       ae0-xcr1.lsh.cw.net 195.2.24.110   19.802 ms 19.635 ms 10 ae36-xcr1.lns.cw.net 195.2.25.170 gb 19.623 ms 19.518 ms 19.458 ms 11       * * * 12       * * * 13       * * * 14       * * * 15       * * * No reply for 5 hops. Assuming we reached firewall.

Other functions:

VSS Traceroute command

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 press Enter

Paste the output of this command into your reply.

[Mark]

@surepain1

I've taken a look abnd can see your Sure Signal made contact with our Network yesterday. Please restart your registered device in range of your Sure Signal.

If you're still unable to connect, let us know and we'll be hasppy to take another look into your issue.

Thanks.

[surepain1]

Thankyou Mark..

 I have tried all the following today (on two suresignals one brand new and one which worked fine until 2-3 weeks ago..)

restarting my phone near the suresignals

restarting both suresignals

new ethernet cables

assigning sure signals an IP address

port forwarding to port 123 after being told by your technician this needed to be open

I tried to port forward all the ports suggested on another thread but two ports said they conflicted with icloud

I have been in touch with my internet provider who have stated that the broadband has not cut out in any way for the last 6 weeks. Also they havent changed any ports. They told me they have had several Vodafone customers contacting them in the last fortnight saying their Suresignals weren't working and they having spoken to a Vodafone technitian had been told that Vodafone were experiencing problems with their servers.?

I still have flashing red and two solid orange lights on both suresignals (internet and user lights)

[Tash]

Hi @surepain1,

I've resynced your device for you. Please allow for 6 hours to pass before resetting the Sure Signal.

Let us know how you get on after completing this step.

[surepain1]

Unfortunately same old problem again although I suspected as much as it both suresignals have been restarted by your technicians atleast 3 times each... can you suggest something different to try.?

[ChazzD]

@surepain1

Please try connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.

We'll then be able to determine if the problems are specific to your location and router, or with the Sure Signal itself.

[surepain1]

Thanks- I've just tried that this evening and it connected pretty quickly and worked perfectly. So something wrong with settings at my end.?

[Becca_P]

@surepain1

As your Sure Signal is working in a different location, this suggests the problem relates to the ports your device connects to.

You need to make sure all of the following port numbers and IP addresses are forwarded to your Sure Signal's internal IP address. If you need help in doing this, please contact your Internet service provider. 

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Destination IP Addresses:

• 183.133.177
• 183.133.178
• 183.133.179
• 183.133.181
• 183.133.182
• 183.131.128/2

Please let us know how you get on after actioning this.

[surepain1]

Hi,  I've been through all the port settings before.

However..I plugged in the  newer SS this morning and it works here now fine. My older one didnt so I took it down to my friends house and got it to connect there then took it back here and that works fine. So whatever it is, taking them elsewhere to connect seemed to help them to reconnect here.

[Alex]

@surepain1 Thanks for letting us know, I'm glad to see you've been able to resolve your issue. :smileyhappy: