Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

[lizchambers]

Hi

I've been away for a couple of weeks and have returned to find my Vodafone Sure Signal V3 not working. It is showing:

Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

I have reset it and waited over night.

The diagnostics you wanted are:

Download 6.26Mbps

Upload 0.66Mbps

Ping 22Ms

Jitter 1ms

IP Address: 46.33.145.201

Sure signal Serial number  42150979054

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\chambeli>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
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.

C:\Users\chambeli>

I hope you can reset whatever the problem is at your end.

Regards

Liz Chambers

[cineriv]

Hi Liz,

Your traceroute test has not even reached your router!

Could you please reboot your router and carry out the traceroute test again.

Regards.

Mike.

[lizchambers]

Hi Mike

I've already rebooted the router - twice.

The other ports on the router are working fine and I can connect my PC to the internet through the SureSignal.

The router and the connections to it are not the problem.

Regards

Liz

[Jenny]

@lizchambers – As the traceroute hasn’t even reached your router, this is due to your internet set up.

As you've already tried rebooting your router, you’ll need to contact your ISP for further help with this.

[lizchambers]

Hi.

I've re-run the tracert

  1     1 ms     1 ms     1 ms  rtr.wizards.co.uk [217.146.126.1]
  2    18 ms    19 ms    19 ms  gi0.lns1.merula.net [217.146.96.113]
  3    20 ms     *       20 ms  gi3.thn-gw2.merula.net [217.146.96.65]
  4    37 ms    38 ms    40 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    36 ms    36 ms    35 ms  85.205.0.86
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *

The blanks were caused by a VPN not the router.

Hopefully you can now resolve the problem

Regards

Liz

[duncanblowe]

I had the same problem. Working fine until I went away for a week. Same lights, too.

VF were no help, making me stand in queues in a VF shop amongst other things.

For me I had to change a setting on the router related to fragmented packets. According to VF my setup will never work, but it had been fine for nine months. I guess that something between my router and VFs had changed, meaning I was previoulsy protected from the problem. The router itself hadn't changed. 

You aren't using a Draytek router by chance are you?

[Retired-EricChe]

@lizchambers - Is this working now you’re not connected to the VPN? If not please get back to us with the following:

• Which light sequence are you seeing?
• Who's your ISP?
• What router are you using?

@duncanblowe - Is your Sure Signal connecting now?

Let us know if you need any help.

[lizchambers]

Hi 

Can you read the title to the message -  (Power - flashing, Internet - off, In Service - orange, In Use - orange)

What does it matter which ISP and router I am using?

They are exactly the same as before I went on holiday when it was working - nothing has changed.

Please fix whatever has changed at your end.

Regards

Liz

[duncanblowe]

@Lizchambers: I can understand your frustration as the help isn't great. Please don't take it out on me as I got just as frustrated when trying to fix my own problem without decent help.

Even though nothing has changed at your end, it may not be a problem at the other end. As I said, I went away for a week and came back to the same symptoms. Nothing VF suggested changed anything but did waste hours. I was minutes away from kicking the thing down the garden.

After doing some digging I changed a setting on my router that made it work again. It had never been altered, and I suspect some piece of hardware in the middle of the chain had been swapped out that had been protecting me from needing to change it. Its been fine for a few weeks now. If you have a Draytek router, you may have the same issue and changing the fragmented packets setting might just fix it.

@VF support. Yes I managed to fix the problem myself after an awful lot of poor advice from VF tech support. So I'm trying to be more helpful to other people with problems, than you were to me.

[lizchambers]

Sorry Duncan

This reply was intended for the Vodafone support team, 

I recognise you are trying to be helpful which is more than I can say for them.

Regards

Liz