Sure Signal Stopped Working

[reefkid]

After working for about a year and a half my SS original stopped working and only shows the top green power light.  After a full reset lights 1 and 2 will light up, 4 will blink slowly then all disappear and the power light comes on.  I have tried calling customer support and their brilliant idea was to call Virgin and ask them to open the appropriate ports. Virgin dosn't block ports and I use my own router where the apporiate ports are open. Can someone help with this please?

Router ASUS RT-N66U

ISP: VirginXXL 50 Mbps

Speedtest:

Ping 18 ms

Download 40.3 Mbps

Upload 4.75 Mbps

Pingtest:

Packet Loss 0%

Ping 36 ms

Jitter 10 ms

IP: 86.2.171.9

I'm on a Mac

SS s/n 21231982469

Tracert:

traceroute to 212.183.133.181 (212.183.133.181), 64 hops max, 72 byte packets

 1  192.168.1.1 (192.168.1.1)  0.558 ms  0.396 ms  0.235 ms

 2  cpc15-lea22-2-0-gw.6-3.cable.virginmedia.com (86.2.171.1)  24.796 ms  14.632 ms  10.979 ms

 3  hers-core-1a-ae1-590.network.virginmedia.net (80.3.33.101)  10.416 ms  9.198 ms  9.224 ms

 4  brnt-bb-1c-ae10-0.network.virginmedia.net (62.253.174.205)  8.639 ms  9.307 ms  8.550 ms

 5  brnt-bb-1a-ae11-0.network.virginmedia.net (62.253.174.29)  9.245 ms  12.476 ms  10.440 ms

 6  glfd-bb-1b-as1-0.network.virginmedia.net (212.43.163.105)  10.914 ms  12.533 ms  13.619 ms

 7  glfd-tmr-1-ae5-0.network.virginmedia.net (213.105.159.46)  12.363 ms  23.835 ms  17.358 ms

 8  tcl5-ic-1-as0-0.network.virginmedia.net (62.253.185.78)  15.226 ms  14.726 ms  15.219 ms

 9  ldngw1.arcor-ip.net (195.66.224.209)  14.724 ms  18.065 ms  15.733 ms

10  85.205.116.14 (85.205.116.14)  13.420 ms  17.675 ms  15.993 ms

11  *

It stops at 11 always

I've tried port forwarding, putting the SS in DMZ, resetting both SS and router and modem. All NAT passthroughs are enabled. UPnP is enabled. 

Any thoughts.

Thanks.

[Retired-PaulE]

Hi reefkid, welcome to the eForum.

Thanks for posting your traceroute, everything seems to be within the normal thresholds we would expect.

It stops at hop 10 as it's reached our servers so there's no need for it to continue - I've checked your serial number and your Sure Signal updated with us yesterday at 8:24 AM - are you back up and running now, or do you still need help?

Paul

[reefkid]

Still not working. Any help would be greatly appreciated. 

[Retired-Lee]

Hi there reefkid,

Thanks for coming back to us.

I've forced a resync of your VSS. Please factory reset it and let me know how you get on.

If that doesn't force it back into action, could you try setting the VSS up on another connection such as a friend or relative's house?

Cheers,

LeeH

[reefkid]

Still not working. The top two lights stayed on for a while but then went back to the sigle power light. I'll try to get to a friend's house to try it but may be tough. Any other thoughts?

[reefkid]

I've tried a different router and that doesn't work either.

[Retired-James]

Hi reefkid,

It sounds like it is a setup issue where something is preventing the unit from establishing a VPN connection.

If you can try this on a different broadband line (different ISP) it will help us identify if it is indeed a setup issue or actually a faulty box that is causing your issue.

James

[reefkid]

No luck. I've tried different routers, ISP, etc. Nothing works.  I really need this fixed as I have no service and end of contract is coming.

[Phil]

Hi reefkid,

As you've tried it on a different location and still experiencing the same issues it does sound like it's a faulty box. 

I've sent you a PM so you can contact us and we can arrange a repair for you (providing it's within warranty). 

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Cheers,

Phil