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Solution

VSS stopped connecting

DaveOborne
2: Seeker
2: Seeker
About 5 days ago my VSS V3 stopped connecting after having worked perfectly for a number of months. The red light is on and the internet light flashes slowly. No other lights available. Spoke to customer services/technical who re-synced the box. Still not working. When I went back to CS I was told to speak to my ISP (TalkTalk) who had to ensure certain TCP and UDP ports were open. TT said they can't do this and the problem is Vodafone's. Went back to CS who said they can't do anything; talk to TT again! I have ensured that the relevant ports are open/forwarded on my router for both TCP and UDP.

I still have the same light behaviour on my VSS with the internet light blinking enticingly at me. I would much prefer to have the lights on all the time and a decent 3G signal!
1 ACCEPTED SOLUTION

Success, it's now working. It took much longer than the hour mentioned (overnight) but many thanks. Pity I had to go through the trauma of trying to explain the importance of UDP ports to my ISP :Smiling:

View solution in original position

7 REPLIES 7

Retired-Lee
Moderator (Retired)
Moderator (Retired)

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

LeeH

Download: 74.20 Mbps, upload 18.35 Mbps

Ping 6ms

IP: 89.168.31.20

VSS ser no: 40131954493

 

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

 

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 192.168.1.1
2 3 ms 3 ms 4 ms 89-168-28-1.dynamic.dsl.as9105.com [89.168.28.1]

3 5 ms 4 ms 4 ms xe-11-2-0-bragg002.bre.as13285.net [78.151.225.4
1]
4 5 ms 5 ms 5 ms host-78-151-225-204.static.as13285.net [78.151.2
25.204]
5 5 ms 5 ms 5 ms host-78-144-8-209.as13285.net [78.144.8.209]
6 9 ms 5 ms 6 ms host-78-144-11-119.as13285.net [78.144.11.119]
7 23 ms 23 ms 23 ms lndgw2.arcor-ip.net [195.66.224.124]
8 21 ms 21 ms 21 ms 85.205.116.6
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

 

 

DaveOborne
2: Seeker
2: Seeker
Hi Lee

Any update on my VSS not connecting problem? It still won't connect.

Dave

Jenny
Moderator (Retired)
Moderator (Retired)

Hi DaveOborne,

 

I’ve checked your Sure Signal and this hasn’t connected to the server since 21 September.

 

I’ve therefore re-synced this for you this afternoon so please complete this process by performing a factory reset as follows:

 

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

 

The Sure Signal will be back online in around 1 hour.

 

Thanks,

 

Jenny 

Thanks Jenny. Unfortunately no success - as there wasn't when it was synced the first time I contacted Vodafone. You're right that I haven't been connected for the past 6 days. Your technical people say it's because my ISP hasn't got the right UDP ports open (whatever they are). As I mentioned in my initial forum message I was told to talk to the ISP and get them to open the ports. They had no idea what I was talking about and told me to go back to Vodafone. Which I did; customer service (now there's an oxymoron) told me there is nothing more Vodafone can do. Hence my resort to Twitter Help. They put me on to you (the forum) and you seem to have restarted the unsuccessful process again.

One final thought.. Could it be a faulty unit that needs replacing? Otherwise, what else can we do?

Dave

Success, it's now working. It took much longer than the hour mentioned (overnight) but many thanks. Pity I had to go through the trauma of trying to explain the importance of UDP ports to my ISP :Smiling:

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi DaveOborne,

 

Thanks for the update. I'm glad to hear it's all resolved now.

 

I'm still a little concerned though that your ISP doesn't know about port forwarding. It's something they should know about and the reason you got the same advice across both Customer Service teams here is because this is one of the requirements in many bespoke setups.

 

I'd urge you push to speak to someone higher up in their technical chain if it's something you need to do in future. It may be that their "first line" agents aren't trained to handle those queries. :Winking_smiley:

 

Cheers, Ben