VSS3 has never worked properly

[MattL1]

Hi 

I hope someone can help . I had a VSS 1 for 3 years and it worked perfectly on my current broadband connection . In August the VSS1 stopped working and I was told I needed to buy a VSS3.  After many conversations with Vodafone tech support , at best the VSS3 worked for 1 or 2 hours without crashing . We have experienced various flashing lights combinations , and it was being reset on advice from Vodafone on a daily basis !

Today there is only 1 solid power light on the box , and clearly is not workig at all .

I like many have made many trips to Vodafone store and made many expensive calls to Vodafone technical support, and the system is still not working .

As an aside I also have an O2 Boostbox that works perfectly on the same router  , and has been working perfectly for 2 years .

I have to conclude that the VSS3 is not fit for purpose and that I will need to move all my connections from Vodafone and ask for a refund on the cost of the VSS3 ?

Any advice gratefully received ?

Thanks

[Retired-Andy]

Hi MattL1,

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 Sure Signal serial number

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.

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

Thanks

Andrew

[MattL1]

Thamks for your reply

Please see below

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

  1     1 ms     3 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        9 ms  97e76002.skybroadband.com [151.231.96.2]
  3    15 ms    15 ms    14 ms  02780988.bb.sky.com [2.120.9.136]
  4    17 ms    12 ms    11 ms  ae99.edge3.London2.Level3.net [212.187.201.57]
  5     *       12 ms    12 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  6    11 ms    11 ms    12 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
  7    11 ms    10 ms    11 ms  ae-41-41.ebr1.London1.Level3.net [4.69.167.18]
  8    11 ms    11 ms    12 ms  ae-59-114.csw1.London1.Level3.net [4.69.153.126]

  9    12 ms    12 ms    11 ms  ae-119-3505.edge4.London1.Level3.net [4.69.166.1
]
 10    28 ms    29 ms    24 ms  195.50.122.66
 11    28 ms    27 ms    26 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     *        *

[Retired-Dave]

Hi MattL,

The traceroute looks OK, but we'll need the other details Andy mentioned to look into this further for you:

• Your speed test results from here.
• Your ping test results from here.
• Your external IP address from here.
  
• Your Sure Signal serial number.

If you can post these we'll be happy to take a closer look.

Dave

[MattL1]

Hi

Thanks for coming back to me

Speed Test - Down load  14.86 MBPs  Upload 1.45MBPs

Ping -10ms

IP 176.255.107.142

serial number  40130439710

Thanks

[Retired-Andy]

Hi MattL1,

Thanks for the additional details.

Your speed test and ping test are fine and your IP address is on our whitelist, so no problems there either.

I can see your Sure Signal hasn’t connected to our servers since 24 October.

To make sure everything is as up-to-date as possible, I’ve just resynced it for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 come online in around one hour

If this doesn’t fix things for you, make sure that you’ve got the right ports opened up on your router.

The list of ports is as follows:-

Port Number

8          TCP/UDP         

50         TCP/UDP         

53         TCP/UDP           

67             UDP            

68             UDP                                                

123           UDP            

500           UDP            

4500                 UDP    

33434 - 33445    UDP      

Let me know how you go on.

Thanks,

Andrew

[MattL1]

HI

Reset as requested , having removed and then reconnected everything twice . No lights on unit except solid red power light

 Ports all OK , and I said before had a VSS! for 3 years and worked fine . Is this something to do with the BT home hub3 that other peiple have complaned about that was supplied as part of my Sky Fibre package ?

Thanks

[Retired-Kay]

Hi MattL1, 

It could be the BT Home Hub 3 issue, more details on this can be found here. 

To make sure, can you try your Sure Signal at a different location (friend or family members)? If it works we'll at least be able to rule out a fault with the device itself. 

Let us know how you get on, 

Kay

[MattL1]

Hi Kay

As the power light is the only light that is on , and none of the other lights are showi at all , does that indicate a faulty unit ?

Also if I plug the SS into a router at another address I assume that as the IP address would be different that it would not work ?

Thanks

[Ben_H]

Hi MattL1,

It depends on what other cycles the unit goes through first. Trying it on an alternative connection (that isn't Homehub 3) will help to diagnose the issue. 

If we do find your unit it faulty we can arrange a warranty repair in the same way we do for phones.

Cheers, Ben