VSS v3 24 hour before I can use it?

[rbradbury]

Registered & set up new Sure Signal #40131154888 yesterday evening.  Power (red); internet & service lights (white) lit. Unable to get either Nexus 4 or iPhone 4 to connect.

Dumfounded to be told that it takes 24 hours for a registered mobile to be able to use VSS.  Is this correct?  If so, why does the quick set up guide say the unit is ready after about 10 minutes?

[Retired-James]

Hi rbradbury,

The setup time can vary from 10 minutes to 24 hours depending on your internet connection.

I can see that it did update and connect to the server last night.

Can you let me know if you are still having trouble or if this has now connected?

James

[rbradbury]

Thanks James - yes, connection now established after performing a second reset on the unit. However, it has subsequently dropped out of service both during a call and twice when not in use yesterday.

The advice I received when calling 191 was not particularly helpful and much of it was clearly being read from a script, duplicating what is on this website.  I was eventually offered advice from 2nd line tech support.  I like to think that I'm reasonably technically savvy - but this message cannot be described as customer friendly.....  Nor was it based on the observed status of my VSS unit.

Dear Valued Customer, Kindly check with your ISP that make sure the fire wall is allowed on the dashboard. Make sure that the Upload speed is 0.36 MB at least and the download speed is 1 MB at least. Make sure that internet protocol is PPPOA as if it is on PPPOE it is not guaranteed to work with the Sure Signal Device. Make sure that your Device MAC Number you can find it on the Sure Signal Device is already configured on a static IP. make sure the following ports are open in both directions 8 TCP UDP 50 TCP UDP 123 TCP UDP 500 TCP UDP 4500 TCP UDP 1723 TCP UDP for BT only Many thanks Vodafone.

For the record, PlusNet does support VSS and its wireless router Technicolor TG582n did not require any configuration changes for port forwarding (I had previously set it to use static IP on my LAN).  

I do not use the PlusNet firewall - but if you do, apparently it needs to be set to low or off in order to allow VPN connection required by VSS.  To do that, you need to log in to your PlusNet account....

Home > Member Centre > Connection Settings > Set My Broadband Firewall

[Jenny]

Hi rbradbury,

I’m sorry to see you’re still having problems with your Sure Signal.

So that we can look into this further, please get back to us with the following:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

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.

Thanks,

Jenny 

[rbradbury]

Your speed test results from here.
19.28Mb/s   1.06Mb/s

Your ping test results from here.
Ping 12ms   Jitter 1ms   Line quality B*

Your external IP address from here.
81.174.153.220

The results of a traceroute.

tracert 212.183.133.177

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

1 40 ms 99 ms 99 ms dsldevice.lan [192.168.1.254]
2 12 ms 11 ms 11 ms lo0-central10.pcl-ag06.plus.net [195.166.128.187]
3 11 ms 11 ms 10 ms link10-central10.pcl-gw02.plus.net [84.93.249.178]
4 11 ms 10 ms 10 ms gi-1-0-1-1018.ptw-ag02.plus.net [212.159.0.178]
5 11 ms 10 ms 11 ms ae2.pcl-cr01.plus.net [195.166.129.6]
6 35 ms 12 ms 10 ms ae1.ptw-cr01.plus.net [195.166.129.0]
7 12 ms 11 ms 11 ms lndgw2.arcor-ip.net [195.66.224.124]
8 12 ms 12 ms 12 ms 85.205.116.10
9 * * * Request timed out.
10 * * * Request timed out.

[Retired-PaulE · Accepted solution]

Hi rbradbury, 

Your ping, speeds and trace route are all fine so you should be working.

The Sure Signal updated this morning, are you still having trouble connecting?

Paul