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Vodafone SS2 lost connection

aomega001
4: Newbie

Upon returning home this afternoon I founfd that the SS has no connection I have used the trouble shooter and all the boxes have been ticked along with several resets and power cyles but still no connection.

I have looked and there is no planned maintenance in this area.

I have checked that the SS has an IP in my routers settings which it does.
I completed a tracert and the result is below

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\PAULS>tracert 212.183.133.177

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

  1  General failure.

Trace complete.

 

What is a general failure?

Does it mean that the servers for the SureSignal are down or am I missing something?

 

Any help greatly appreciated.

 

Regards

 

Paul

13 REPLIES 13

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi aomega001,

 

The general failure on a traceroute will normally mean that it’s being blocked by your internet provider or network administrator.

 

So we can see what’s happening, please let me know the following.

 

Who is your internet provider?

What light sequence do you currently have on the Sure Signal?

Your Sure Signal serial number:

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

 

James

Wouldn't it be slightly more secure to give that info over a PM?

 

Hi aomega001,

 

You don’t need to worry as these are perfectly OK to have in the public environment.

 

James

My connection is now back, I spoke with Virgin and there were no settings blocking the SS so there must have been works going on that had obviously not been updated on the Vodafone site.

Not very good really as it could have saved me a lot of time and effort and a lot of power cyles and down time for all of my family trying to use the phone or internet.

Not very proffesional of Vodafone not to flag up a network problem :smileymad:

As mentioned the ss2 now seems to be connected only when put in the DMZ which is not really acceptable but call quality is only fair and no 3g.

I can confirm that my speed is 50mb downstream and 3mb upstream so more than enough for the ss2.

I do however have a problem in that when I run tracert on any of the vodafone ss server ip addresses it returns with a general failure.

I have run a tracert on a US bank and the report came back fine so it is not my router blocking the tracert I have pasted the tracert tests below

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\PAULS>tracert 212.183.133.182

Tracing route to 212.183.133.182 over a maximum of 30 hops

1 General failure.

Trace complete.

C:\Users\PAULS>tracert 212.183.133.177

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

1 General failure.

Trace complete.

C:\Users\PAULS>tracert 212.183.133.179

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.179]
over a maximum of 30 hops:

1 General failure.

Trace complete.

C:\Users\PAULS>tracert 212.183.131.128

Tracing route to 212.183.131.128 over a maximum of 30 hops

1 General failure.

Trace complete.

C:\Users\PAULS>tracert 212.183.133.178

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.178]
over a maximum of 30 hops:

1 General failure.

Trace complete.

C:\Users\PAULS>tracert 171.159.100.100

Tracing route to 171.159.100.100 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms router.asus.com [192.168.1.1]
2 249 ms 228 ms 265 ms 1-196-255-62.static.virginmediabusiness.co.uk [6
2.255.196.1]
3 133 ms 179 ms 223 ms glfd-core-2a-ae3-3810.network.virginmedia.net [6
2.254.207.97]
4 266 ms 188 ms 210 ms brnt-bb-1a-ae17-0.network.virginmedia.net [62.25
3.174.89]
5 202 ms 208 ms 248 ms brnt-bb-2a-ae2-0.network.virginmedia.net [62.254
.42.97]
6 218 ms 248 ms 248 ms brnt-bb-1c-ae1-0.network.virginmedia.net [62.254
.42.102]
7 232 ms 263 ms 258 ms 195.2.9.149
8 276 ms 220 ms 251 ms ae6-xcr1.lsw.cw.net [195.2.25.29]
9 171 ms 197 ms 229 ms ae2-xcr1.lnt.cw.net [195.2.30.54]
10 196 ms 203 ms 199 ms ge-5-1-7-735.edge3.London1.Level3.net [195.50.12
4.137]
11 380 ms 380 ms 334 ms vl-3603-ve-227.csw2.London1.Level3.net [4.69.166
.153]
12 353 ms 346 ms 351 ms ae-56-221.ebr2.London1.Level3.net [4.69.153.129]

13 367 ms 314 ms 361 ms ae-41-41.ebr1.NewYork1.Level3.net [4.69.137.66]

14 396 ms 332 ms 331 ms ae-91-91.csw4.NewYork1.Level3.net [4.69.134.78]

15 360 ms 338 ms 350 ms ae-92-92.ebr2.NewYork1.Level3.net [4.69.148.45]

16 277 ms 277 ms 393 ms ae-2-2.ebr1.SanJose1.Level3.net [4.69.135.185]
17 382 ms 373 ms 369 ms ae-81-81.csw3.SanJose1.Level3.net [4.69.153.10]

18 346 ms 321 ms 393 ms ae-82-82.ebr2.SanJose1.Level3.net [4.69.153.25]

19 348 ms 302 ms 396 ms ae-1-6.bar2.SanFrancisco1.Level3.net [4.69.140.1
53]
20 340 ms 371 ms 380 ms ae-0-11.bar1.SanFrancisco1.Level3.net [4.69.140.
145]
21 412 ms 338 ms 343 ms BANK-OF-AME.bar1.SanFrancisco1.Level3.net [4.53.
132.26]
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\PAULS>

 

I am now at my wits end with this thing it seems that it does not play well with routers.

I cannot understand how it has worked well fro over 6 months and then suddenly stops playing ball.

The ss2s' serial number is 40122420843.

Is there any way to get into it's settings and find out if something is amiss?

 

 

Gemma
Community Manager
Community Manager

Hi aomega001,

 

We’re not sure why the traceroute is giving a general failure, when trying to ping our server.

 

When you’re running to the US bank, the ping times are very high and over the 200ms threshold.

 

You’ll need to speak to Virgin Media about this.

 

Thanks,

 

Gemma

I have spoken with Virgin media and they have said as expected that it is down to your servers.

I have read quite a few of the posts on both the VM and VF sites and nearly all of them say that neither party wishes to accept resonsibility, so this looks like anothe case of pass the buck.

To be brutally honest I did not expect anything else from recent experiences with Vodafone your proffesionalism is sadly lacking from how it was many years ago.

I suppose this is all down to the fact that when i first joined Vodafone in the mid 90's there were no where near as many phones connected as now so it is blatently obvious that the mindset is now one of loosing one customer is not a problem.

However bad feedback travels faster than good.

Further to my last message I have just run a ping test pasted below which makes for interesting reading.

 

C:\Users\PAULS>ping www.virginmedia.co.uk

Pinging www.virginmedia.co.uk [212.250.162.12] with 32 bytes of data&colon;
Reply from 212.250.162.12: bytes=32 time=12ms TTL=120
Reply from 212.250.162.12: bytes=32 time=13ms TTL=120
Reply from 212.250.162.12: bytes=32 time=11ms TTL=120
Reply from 212.250.162.12: bytes=32 time=15ms TTL=120

Ping statistics for 212.250.162.12:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 15ms, Average = 12ms

C:\Users\PAULS>ping www.vodafone.co.uk

Pinging www.vodafone.co.uk [85.205.252.161] with 32 bytes of data&colon;
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 85.205.252.161:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\PAULS>ping www.google.co.uk

Pinging www.google.co.uk [173.194.78.94] with 32 bytes of data&colon;
Reply from 173.194.78.94: bytes=32 time=22ms TTL=44
Reply from 173.194.78.94: bytes=32 time=23ms TTL=44
Reply from 173.194.78.94: bytes=32 time=22ms TTL=44
Reply from 173.194.78.94: bytes=32 time=22ms TTL=44

Ping statistics for 173.194.78.94:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 23ms, Average = 22ms

C:\Users\PAULS>ping www.ebay.co.uk

Pinging a1205.b.akamai.net [62.252.169.19] with 32 bytes of data&colon;
Reply from 62.252.169.19: bytes=32 time=11ms TTL=57
Reply from 62.252.169.19: bytes=32 time=11ms TTL=57
Reply from 62.252.169.19: bytes=32 time=10ms TTL=57
Reply from 62.252.169.19: bytes=32 time=10ms TTL=57

Ping statistics for 62.252.169.19:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 11ms, Average = 10ms

 

It's only the VF site that gives a problem not VM, I can go and test a whole plethera of sites if you wish but I think the results would be similar.

Hi aomega001,

 

If you look at the traceroute that you did originally, this doesn’t go through our server so can’t be a problem at our end.

 

When looking at the traceroute, each hop needs to have ping times of less than 200ms for the connection to work with the Sure Signal.

 

Although the additional tests show that there is no packet loss, the time it takes for these packets to reach their destination is too high for the Sure Signal to work.

 

As we have no control over your network, the only people that can handle this is your internet provider.

 

James