Upgraded to BT Infinity VSS stopped working

[simonmp]

I have recently upgraded to BT Infinity from a BT ASDL connection and my VSS which has been happily working for over two years now doesn't seem to want to connect.

I've gone through all the troubleshooting steps and performed three resets but still only get a steady power light. I've tried every port on my HH3 and also on a separate switch, and have also swapped the network cable.

My HH3 is set to the default MTU of 1492 and the following ports are forwarded to the VSS:

8

50

123

500

1723

4500

The VSS has a static internal IP and is in the HH3's DMZ.

Additional Information:

speed test results: http://www.speedtest.net/result/2802155600.png

ping test results: http://www.pingtest.net/result/83115398.png

external IP address: 213.123.216.198

tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  BTBusinessHub.home [192.168.1.254]
  2    10 ms    10 ms    10 ms  host81-139-160-1.in-addr.btopenworld.com [81.139.160.1]
  3    11 ms    10 ms    10 ms  213.120.182.141
  4    11 ms    11 ms    13 ms  213.120.161.82
  5    11 ms    11 ms    11 ms  31.55.164.45
  6    11 ms    11 ms    11 ms  31.55.164.107
  7    15 ms    16 ms    15 ms  acc1-10GigE-0-5-0-6.bm.21cn-ipp.bt.net [109.159.248.100]
  8    22 ms    16 ms    22 ms  core2-te0-15-0-15.ilford.ukcore.bt.net [109.159.248.36]
  9    15 ms    16 ms    16 ms  host213-121-193-156.ukcore.bt.net [213.121.193.156]
 10    17 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    17 ms    17 ms    17 ms  85.205.116.14
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 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.

Trace complete.

Sure Signal serial number: 21222165355

I've read on here that BT and Vodafone say the VSS will work with standard BT equipment but that doesn't seem to be true in my case.  It seems a bit pot luck which I wouldn't have expected...

Simon

[Retired-Lee]

Hi there simonp,

Have you seen our notice here?

You may be one of the customers affected.

I've checked and the VSS last connected to our servers on 24 June. Does this coincide with you upgrading to Infinity?

Everything else checks out in terms of traceroute, IP address, speed and ping.

I've forced a resync in case it forces a connection. Please factory reset the VSS and let me know how you get on.

Cheers,

LeeH

[simonmp]

Hi Lee

I did see the notice but had hoped there would be a solution by now.

I upgraded to Infinity on the 25th so the last connection time coincides.

Nothing happed over the weekend after the resync and on Monday (1st July) i took the VSS into my office and connected it to an ADSL router. You should see a successful connection at around 9:30. I had hoped that some sort of firmware update would be forced and that when i got it home it would work on Infinity but unfortunately that was not the case.

Do you have any indication of when this issue will be solved?

Simon

[Sukhi]

Hi simonmp

I'm afraid we have no timescales at present.

Thanks

Sukhi

[simonmp]

Hi Everyone

After a few frustrating months without a working suresignal i decided to bite the bullet and bought:

http://www.amazon.co.uk/ASUS-RT-AC66U-AC1750-Gigabit-Router/dp/B00897IKNK

I can confirm that without opening or forwarding any ports or any other special configurations my suresignal is now working again.

My new frustration is that Voda are now texting me every other day, usually around 5am, asking me to update the location of my suresiganl.  I've done this but to no avail.  Can someone from the tech team please help me stop these messages?

Thanks

Simon

[Retired-Lee]

Hi there simonmp,

Thanks for letting us know the change of router fixed your problem.

When you plugged in the new router, it was likely to have been assigned a new IP address. This sometimes triggers the Sure Signal to think you've moved.

I've updated the location for you to a local postcode and changed it back again.

You should stop getting those text messages now.

Cheers,

LeeH