VSS version 3 not working

[Hipvet]

Hi

I cannot get my new VSS to work. Redlight is on, internet light is slow flashing. My router is a NetgearDGND3700v2 and my old VSS version one was working perfectly with this router. I was advised to change my VSS as an upgraded phone was not working. I have followed all suggestions regarding port forwarding, checking IP address. resetting etc but have now reached the end of my technical abilities and the end of my tether!

Any further help would be really appreciated.

Thanks

[Retired-Matt_Vo]

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

Matt
Moderator

[Hipvet]

As follows

Ping 23

Speed    Down 6.43    Up  0.39

IP address62.56.101.17

SS serial  40134915400

Traceroute results:

Johns-iMac:~ johndavies$ traceroute home500.dslaccess.co.uk

traceroute to home500.dslaccess.co.uk (67.215.65.132), 64 hops max, 52 byte packets

 1  192.168.0.1 (192.168.0.1)  0.677 ms  0.964 ms  0.942 ms

 2  anchor-hg-3-lo100.router.demon.net (194.159.161.34)  13.858 ms  10.820 ms  11.611 ms

 3  anchor-access-4-s2011.router.demon.net (194.217.23.41)  12.020 ms  11.736 ms  12.362 ms

 4  gi7-0-0-dar4.lah.uk.cw.net (194.159.161.94)  11.410 ms  12.592 ms  10.499 ms

 5  xe-11-1-0-xur1.lns.uk.cw.net (193.195.25.34)  11.920 ms  11.678 ms  11.343 ms

 6  lonap.rtr1.lon.opendns.com (5.57.80.198)  11.443 ms  42.315 ms  11.499 ms

 7  * * *

 8  * * *

 9  * * *

10  * * *

Cheers

[Hipvet]

Sorry....this is the traceroute requested

Johns-iMac:~ johndavies$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.0.1 (192.168.0.1)  0.738 ms  0.386 ms  0.408 ms

 2  anchor-hg-3-lo100.router.demon.net (194.159.161.34)  10.805 ms  10.166 ms  11.202 ms

 3  anchor-access-3-s2012.router.demon.net (194.217.23.45)  12.153 ms  12.037 ms  12.010 ms

 4  gi4-0-0-dar3.lah.uk.cw.net (194.159.161.66)  11.366 ms  11.243 ms  12.001 ms

 5  xe-0-1-0-xur1.lns.uk.cw.net (193.195.25.70)  12.065 ms  12.207 ms  13.195 ms

 6  xe-0-3-0-xur1.lns.cw.net (194.70.97.66)  12.987 ms  12.783 ms  12.715 ms

 7  * * 

[Retired-James]

Hi Hipvet,

Everything looks fine with the traceroute and speeds but it hasn’t connected to our server yet.

Can you confirm if you’re still seeing the same light sequence, as this is the setup sequence?

If this has changed, what sequence are you now seeing?

Has the Sure Signal been allocated an IP address by the router?

Can you try a different Ethernet cable and Ethernet port on the router?

James

[Hipvet]

Hi James

No change here...still internet slow flashing. Yes, have changed the cable and have assigned an IP address....no change.

I've spoken by phone to your tech team this morning and it appears I've done everything right. They have asked me to reset the SS (yet again) and wait another 6 hours! Then they say I'll get put on to another tech team higher up the ladder.

I wish this could be resolved asap.

Cheers

John

[Retired-Andy]

Hi John,

Thanks for the update; we’ll do our best to resolve this as soon as possible.

Another option you have is to try the Sure Signal on a different internet connection, that of a family member or friend.

This would help identify where the issue lies.

Let us know how you get on once the set up process has completed.

Cheers,

Andy

[Hipvet]

Hi Andy...could take me a day or two to sort that out so be patient lol.

BTW..I just spoke to tech support at Netgear and they advised me to reinstall firmware for the router which I have done but still no change........they asked about opening the ports...which I've done...and also whether I had reserved the IP address for the SS in my router...which I'm sure I've done.

Cheers

John

[Retired-James]

Hi Hipvet,

Thanks for getting back to us.

If you let us know when you been able to test this on a different connection, we can pick this back up for you.

One thing that you can check in the meantime is if your router has UPnP capabilities and if this is switched on.

If it does but it’s off, activate this and restart the Sure Signal and the router to see if the setup will complete.

James

[Hipvet]

Hi James

I tried my SureSignal on a friend's router and could not get it to work there either. I have been supplied with a new SureSignal by yourselves yesterday and I cannot get that working either. 

I have made sure PnP is turned on in the router and have enabled ports 8,50,53,123,4500,33434-33445 as advised. Netgear tell me that port500 is open anyway. I have also assigned an IP address to the SureSignal. It seems to me that there must be a setting in the router that I have maybe got wrong but am now at a loss as to what to do.

One of your techs is contacting me by phone tomorrow but any advice from yourself would be appreciated.

Regards

John