Hey Paul, I've not got a massive degree of experience with voda sure signals but I've used quite a few of the o2 equivalent and I had this issue after IP address changes.
I am making a presumption and an educated guess they use similar processes as the technology is similar and falls under the same ofcom guidelines. Whenever we used to move the IP address of an o2 equivalent (o2 boost box) o2 would automatically bar the box itself. O2 explained that as the device uses a controlled frequency ofcom required them to keep track of location and control of the device. It's part of an ofcom regulation to do with signal boosters/mini cells as that's what these boxes are. Each time we went through to the boost box support team, explained the IP had changed and they would then 'unblock' the device after confirming the physical location had not changed. The reason for the auto bar was that on most occasions a change outside the public range the device was on previously would normally constitute a location move (they allowed reasonable portability on the same range to accommodate for dynamics ips). The auto bar causes the user to call support and update the location information if it's changed which mobile providers are duty bound to hold. I also had the same issue with first line support so that's where the process fell down. I'd advise your end users to try and get through to the technical support team or maybe Voda like o2 have a semi dedicated sure signal support team who know the process. I hope this helps. Graham -- Regards, Graham Stewart Senior Solutions Architect Academia Ltd (as47704) P. +44 (0)1992 703 809 M. +44 (0)7715 667 681 E&OE On 4 May 2017, at 09:12, Paul Bone <[email protected]<mailto:[email protected]>> wrote: Is there anyone from Vodafone on this list who could advise on Vodafone Suresignal devices? We have just taken over the internet supply of a site (so changed customers IP addresses) and several users have Vodafone Suresignals which no longer work after the switch. We have not changed their routers just their IP addresses. Vodafone 1st line support just keeps telling the customers that the ISP is blocking their IPsec tunnels which we are not. It looks to me like Vodafone might have some whitelists for these devices but I am speculating! Thanks Best regards, Paul
