VSS V1 not working

[liamwhiteside]

Serial Number  21232105714

This unit was working ok, but is now just going through various combinations of lights. It looks like it's trying to connect, but of course from a user perspective there's no way of seeing what's going on.

Please Vodafone with future versions, could you provide a basic status web page on the device, or even some more information on the 'My Vodafone' web page. This might avoid some of the 'try something then wait x hours to see if it's helped', only to find it's no better.

I've reset the unit several times using the instructions on this forum but that hasn't helped.

Can anyone at Vodafone see what it's doing and what might be stopping it from working?

Thanks

Liam

[Jenny]

Hi,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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.

This will help us get the quickest possible resolution for you.

Thanks

Jenny

[liamwhiteside]

Vodafone (was Demon) broadband connection: 80.176.250.238

Ping 42ms

Download 6Mb

Upload 400k

Ping test: packet loss 0%, 28ms, jitter 4ms

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 removed (removed) 2.408 ms 0.725 ms 0.715 ms
2 anchor-hg-1-lo100.router.demon.net (194.159.161.32) 19.277 ms 22.555 ms 29.481 ms
3 anchor-access-4-s2003.router.demon.net.23.217.194.in-addr.arpa (194.217.23.9) 20.495 ms 25.469 ms 35.572 ms
4 gi7-0-0-dar3.lah.uk.cw.net (194.159.161.90) 22.187 ms 21.806 ms 23.706 ms
5 xe-0-1-0-xur1.lns.uk.cw.net (193.195.25.70) 30.827 ms 40.723 ms 22.084 ms
6 xe-0-3-0-xur1.lns.cw.net (194.70.97.66) 21.639 ms 35.418 ms 20.167 ms
7 ae0-xcr1.lnt.cw.net (195.2.30.6) 22.129 ms 27.005 ms 32.323 ms
8 vodafone-gw1.cw.net (195.59.77.26) 44.140 ms 39.500 ms 42.409 ms
9 85.205.116.6 (85.205.116.6) 42.558 ms 40.563 ms 39.164 ms
10 * * *
11 * * *
12 * * *
13 * * *

Serial Number  21232105714

[Jenny]

Hi liamwhiteside,

Everything’s looking fine at this end and the info that you’ve provide all seems ok too.

I’ve re-synced this for you today so please complete this process by performing a factory reset:  

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

Let me know how you get on.

Thanks

Jenny

[liamwhiteside]

Several hours after a reset and it still doesn't seem any different.

First light is on, then second light flashes for a few minutes, then it seems to go back to just the first light being on.

[liamwhiteside]

When you say "Hold in the reset button until all lights go solid" is that what you really mean? Or do you mean hold it until the lights cycle through in sequence? After holding the button for over a minute I've never seen them all light up at the same time.

After trying this it had the lights cycling through a sequence of 1+2+3, 2, 1+3, off during which the router showed it was receiving data at about 700kbps.

Then it went to 1 on, 2 flashing, after a while 4 starts flashing for a few seconds, then all the lights go out and it starts again.

So still no real progress. Do any of these squences of lights mean anything? Do you get any sensible diagnostic information out of the system to show what's happening?

I did try it at another location before these attempts at resyncing and had the same problems.

Liam

[Retired-Kay]

Hi liamwhiteside, 

All lights should go solid. 

The fact this isn't happening and you're getting the same result on a different Internet connection would suggest it's faulty. If it's more that 24 months old this will no longer be covered under the warranty, if it is we can repair it. 

Thanks, 

Kay

[liamwhiteside]

I've now ben able to leave the Suresignal plugged into someone else's ADSL for a few days and it still hasn't come to life. So I expect one of the firmware updates or a hardware fault has killed it.

[Sukhi]

Hi liamwhiteside

That does suggest it's faulty, can you follow Kay's link above to arrange a repair?

Thanks

Sukhi

[Retired-Kay]

Hi liamwhiteside, 

Can you try this alternative reset for me?

1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4

2 - Remove the power cable then the LAN cable

3 - Insert ONLY the power cable

4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 minutes should do it).

5 - Insert the LAN cable and wait

If this still doesn't work please try the Sure Signal at an alternative location (friend or family members) to see if it connects. This will help us determine where the issue lies. 

Thanks, 

Kay