Vodafone Sure Signal not working on Virgin Media

[RichardVincent]

Call logged with Vodafone support on 25 Apr 2014 but no response received

I have a VSS Version 1 on  Virgin Media with a Netgear DG8346 router.

It has worked in the past but now despite multiple resets during which it appears to be communicating via the newtwork and going through the expected LED sequences, it always eventually reverts to the single Power LED only status.

All ports are forwarded

Bandwidth is good, download 3.47Mbps, upload 0.67Mbps

Pingtest gives 49ms, Jitter of 16ms and no packet loss.

External IP is 86.31.2.23

However, tracert consistently fails. Typical example appended below.

Please can anyone who has had a similar experience explain to me what causes this and what can be done to overcome it?

Thanks in advance,

Richard

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

C:\Users\Richard>tracert 212.183.133.177

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

1     2 ms     1 ms     1 ms  192.168.0.1  

2    30 ms    27 ms    26 ms  brhm-bam-3.network.virginmedia.net [194.145.148.66]  

3    28 ms    27 ms    29 ms  brhm-core-2a-xe-1110-2.network.virginmedia.net [82.0.242.45]  

4    29 ms    29 ms    34 ms  nrth-bb-1c-ae10-0.network.virginmedia.net [62.253.174.73]  

5    29 ms    29 ms    29 ms  nrth-bb-2a-ae3-0.network.virginmedia.net [62.254.42.133]  

6    33 ms    43 ms    31 ms  popl-bb-2a-ae0-0.network.virginmedia.net [62.254.42.70]  

7    30 ms    39 ms    31 ms  popl-bb-1c-ae0-0.network.virginmedia.net [62.254.42.94]  

8    38 ms    31 ms    31 ms  xe-1-0-0-xcr1.lsw.cw.net [166.63.211.129]  

9    31 ms    32 ms    31 ms  ae12-xcr1.lns.cw.net [195.2.28.26]  

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.

[Retired-Matt_B]

Hi Richard,

If you've had no luck with the reset, it's worth trying the Sure Signal in a different location, this will rule out any potential fault with the unit itself.

I suspect that it may have developed a fault because everything else looks fine in the thread.

Thanks,

Matt B

[RichardVincent]

 I have now transferred the unit to another network and am getting the same symptoms so far. Is there anything that needs to be done to try to activate it on the new network? Is it possible to confirm that it is communicating to the Vodafone servers?

[Sukhi]

Hi RichardVincent

I can see that the Sure Signal lasted connected to our servers yesterday, can you confirm if everything is working now?

Thanks

Sukhi

[RichardVincent]

No, still the same symptoms. Single solid Power light.

[Gemma]

Hi RichardVincent,

Since your last post I can see your Sure Signal activated at 9.20pm yesterday.

It then made contact with the network at 03:25am today.

Please let us know if you’re still seeing the same light sequence and if everything is now working ok?

Thanks,

Gemma

[RichardVincent]

Hi Gemma,

No unfortunatley I still have pretty much identical  symptoms although it does look as if the units is communicating over the Internet. Currently the Power light is solid and the Internet light is flashing. Is there any way to interogate the unit itself to tell what state it is in and what it thinks is happening?

What is communicated when it talks to your servers? It seems to me that should give an insight into what is going wrong. I'd appreciate your thoughts.

Thanks,

Richard

[Sukhi]

Hi RichardVincent

I do think that you have a faulty Sure Signal. If this is under warranty we can offer you a repair. See here for more info.

Thanks

Sukhi

[RichardVincent · Accepted solution]

Sure Signal now replaced and new one working fine.

Thanks,

Richard