Please re-sync my vss1

[meg321]

Hi - have tried master re-set but no joy, have had power cut recently, thanks Marie
2123002559

[Ben_H]

Hi meg321,

Thanks for posting. The serial number you've supplied isn't recognised. Can you double check it for me and let me know if it's different? 

You can also take a look at our Sure Signal Troubleshooting thread to see if that helps diagnose your issue as well as provide us with further details.

Cheers, Ben

[meg321]

Hi Ben, yes you're right it's wrong the correct serial is 21230025559

[Retired-Dave]

Hi meg321,

That's better, but the system I need to resync it is currently unavailable. There are a few things we can do in the meantime, though.

Because the unexpected nature of the cut may have caused issues with the way the connection dropped, can you give the following a go for me?

 - Switch off the Sure Signal.

 - Switch off the router.

 - Wait a few minutes.

 - Switch on the router and allow it to reboot completely.

 - Once the router has restarted, switch on the Sure Signal.

Can you also post a little extra information if that doesn't help?

 - Your speed test results from here.
 - Your ping test results from here.
 - Your external IP address from here.

Can you also port the results of a traceroute?

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.

On a Mac:

 - Open Terminal (Applications, Utilities)

 - Type traceroute 212.183.133.177 and press Enter

 - Paste the output of this command into your reply.

Dave