05-01-2012 10:16 AM
The Sure Signal issue which was affecting a number of customers has now been resolved. If your Sure Signal still isn't up and running, it's likely that you weren't affected by that specific issue, and we'll be happy to help you get your unit working as soon as possible. Just post in this thread to let us know and we'll take it from there.
Thank you for your patience while we rectified this issue.
05-01-2012 10:25 AM
VSS IP - 192.168.1.66
VSS Serial No - 40114637289
BT Home Hub2
After several hours last evening flashing both white lights (after a reset), this morning it was back to just the red power light. Another reset this morning and after three hours is still going through the flashing white light show..............................................
05-01-2012 10:38 AM - edited 05-01-2012 10:39 AM
Thanks for letting me know you're not online yet.
I've checked the VSS serial number and you've never actually connected to our servers. Could you try all the troubleshooting in the first post of this thread and let me know how you get on?
I've forced a resync for you. Prior to trying the troubleshooting, could you perform a factory reset for me?
- Hold down the reset button till all the lights come on or flash (about 30 seconds)
- Keeping the reset button held, remove and re-insert the power lead
- When all the lights come back on or flash, release the reset button
- The VSS should come online within the hour.
If the resync hasn't worked, then as per my request, please try the troubleshooting at the start of this thread.
05-01-2012 10:55 AM
I have done a reset as of this morning, all i have is two flashing lights after three or more hours.
i have followed every fix throughout this post, changed the port forwarding settings, assigned a static IP to the VSS, I've had your guys from 191 check the configuration of the router via remote access.
What would be the cause of my VSS not connecting to the server?
05-01-2012 11:09 AM
If it isnt connecting it could indicate an issue on the line or the VPN tunnel not establishing correctly due to firewall restrictions.
I know 191 have checked the router config and that in theory it should work with the standard setting but this thread has tried something different admitadly on a HomeHub1 but it worked. May be worth trying that.
05-01-2012 11:14 AM
My Sure Signal still isn't working either. VSS Serial Number is 21224734448, and my IP address 220.127.116.11. I''m with Virgin Media, and have configured port forwarding on my SuperHub router, and assigned the VSS a static IP address. When I try to run a trace route to 18.104.22.168, it gets stuck at 22.214.171.124.
05-01-2012 11:40 AM
Still nothing for me ... only the steady power light is on:
v1 SS (the one with 4 lights)
VSS IP 192.168.1.106 (currently)
Router IP 126.96.36.199 (currently)
Been a user for over a year so previously all set up and working ... nothing since back end of December despite repeated resetting, checking, port forwarding etc.
Assistance would be appreciated.
05-01-2012 11:44 AM
Hi there rjt,
Thanks for your post.
Your VSS has not been active on the network in the last 15 months. We don't have an infinite number of registrations available on the network and your unit has been suspended. We need to arrange for a replacement as it's not possible to remove the 'suspended' status from your VSS.
I've sent you an email so we can expedite the replacement. Please reply and we'll be with you as soon as we can.
05-01-2012 11:49 AM - edited 05-01-2012 12:00 PM
05-01-2012 12:35 PM
After performing all the steps asked, my clients suresignal is still not connecting. Please can you confirm that the IP has been added to the white list ? I can post the trace route if needed.
05-01-2012 12:40 PM
I can see you've also posted the same question in your other thread.
Please can we keep the conversation to the one thread as it means duplication of work, which also leads to longer waiting times for a response.
05-01-2012 12:50 PM
sure signal version 2
serial number 40114661842
ip address 188.8.131.52
05-01-2012 01:44 PM
Hi Lee - Still power light only for me
I have had the VSS - SN 40112217639
I have followed the forum, assigned a static IP address to the VSS and portforwarded 50,500,4500,123,8 ports to this IP address
STILL I get the fixed red light - if I reset the VSS it comes on with the red light and flashing signal light for a while and then goes back to the fixed red light - this has not worked at all from day 1 and I am extremely fustrated with it by this stage !!
I have also completed a Trace RT as follows
C:\Documents and Settings\Administrator>tracert 184.108.40.206
Tracing route to host212-183-133-177.uk.access.vodafone.net [220.127.116.11]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.1
2 1 ms 1 ms 1 ms 172.24.172.33
3 4 ms 3 ms 3 ms 172.24.172.1
4 3 ms 3 ms 4 ms 10.108.1.1
5 * * * Request timed out.
6 6 ms 4 ms 5 ms 10.100.6.1
7 5 ms 4 ms 5 ms 10.109.254.1
8 4 ms 4 ms 5 ms 10.109.254.254
9 5 ms 4 ms 5 ms bgp1.nwewn.com [18.104.22.168]
10 9 ms 9 ms 10 ms ge-6-11.car1.Dublin3.Level3.net [22.214.171.124]
11 201 ms 203 ms 200 ms ae-7-7.car2.Dublin1.Level3.net [126.96.36.199]
12 14 ms 106 ms 168 ms ae-11-11.car1.Dublin1.Level3.net [188.8.131.52]
13 24 ms 21 ms 22 ms ae-5-5.ebr1.London1.Level3.net [184.108.40.206]
14 22 ms 23 ms 22 ms ae-56-111.csw1.London1.Level3.net [220.127.116.11]
15 23 ms 22 ms 21 ms ae-1-51.edge4.London1.Level3.net [18.104.22.168]
16 26 ms 24 ms 26 ms 22.214.171.124
17 37 ms 36 ms 36 ms 126.96.36.199
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.