Changed ISP now VSS3 not working

[dmm2101]

Changed my ISP to BT yesterday now the VSS3 is not working, I have power cycled the VSS3 a couple of times, but the red power light flashes and the handset light solid amber! Worked fine until the change yesterday, do I need a re-synch from tech support guys?

[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

[dmm2101]

Hi Matt,

Test results as requested:

http://www.speedtest.net/result/2592786287.png

http://www.pingtest.net/result/78764972.png

86.132.176.25

C:\Documents and Settings\David Martin>tracert 212.183.133.177

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

1 3 ms 3 ms 4 ms BTHomeHub.home [192.168.1.254]
2 9 ms 9 ms 9 ms 217.32.147.109
3 10 ms 8 ms 8 ms 217.32.147.174
4 13 ms 13 ms 17 ms 212.140.206.82
5 13 ms 18 ms 14 ms 217.41.169.207
6 14 ms 13 ms 13 ms 217.41.169.109
7 14 ms 13 ms 13 ms acc2-10GigE-3-3-0.sf.21cn-ipp.bt.net [109.159.25
1.219]
8 25 ms 25 ms 30 ms core2-te0-5-0-7.ealing.ukcore.bt.net [109.159.25
1.151]
9 22 ms 22 ms 25 ms peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.112]
10 30 ms 26 ms 27 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 22 ms 23 ms 23 ms 85.205.116.10
12 * * * Request timed out.
13 * * ^C

Sure Signal Serial Number = 40124232949

Thanks,

David

[Retired-Andy]

Hi David,

Thanks for the information you've given, everything looks fine. When you change ISP, this will affect your IP address and can prevent the Sure Signal from working correctly. To make sure it’s up-to-date, I’ve just resynced it for you and, to make sure it completes, can you perform a factory reset:-

• Press the button on the foot of the device by the Ethernet sockets
• Hold it in for approximately 30 seconds
• When the lights come back on, release the button
• The Sure Signal will come online in around 1 hour

Let me know how you go on.

Thanks

Andrew

[dmm2101]

Hi,
Tried the factory reset last night, unfortunately it doesn't seem to have worked. The unit still has the same lights as before, flashing power and solid amber handset light.
Thanks,
David

[Retired-James]

Hi dmm2101,

From what you have said it sounds like there is a problem with the Sure Signal connecting through your new ISP.

Can I ask if you have gone through the port forwarding instructions here?

James

[dmm2101]

Hi James,

No I haven't tried that will try it and let you know.

Thanks,

David

[dmm2101]

Hi,

Some progress, but still not working.

After setting up the port forwarding and port clamping on my BT Home Hub3, I now have an additional light on the VSS3.

I now have the 3rd (Service (I think)) light on solid amber as well as the 4th Use light solid amber, power still flashing.

So from left to right, I have red power flashing, and 3rd & 4th lights solid amber.

Thanks,

David

[Retired-Lee]

Hi there dmm2101,

Thanks for posting.

Can you try the troubleshooting here please?

Cheers,

LeeH

[dmm2101 · Accepted solution]

Following a further factory reset, it appears to be working ok now!
Thanks for your help.