SS1 Still not working

[marti]

My SS1 went down last week, I assume as part of the outage. So far it is still not working. I have rebooted it a number of times, rebooted my router, and changed the location of the SS on the manage page of the website - is there anything thst can now be done to get it up and running again? Last time it went down the only advice I was given by calling 191 was to buy a new one! Serial number is 21222164879

[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

[hbs187]

I am having same issue. Vodafone blaming BT and BT saying it's nothing to do with them, but they could help if I sign up to their TechExpert service at 10pounds a month 😞

THe box worked perfectly up until couple of weeks ago. Won't connect now, despite all ports etc opened.

[Ben_H]

Hi folks,

@hbs187 and @marti - Once you've posted your results here, my team can take a closer look.

@bazza987 - Thanks for posting your results. Everything looks fine with the speeds and IP. 21229759804 is also on the latest firmware but it's been going through an activation cycle since 11am which can take a few hours.

If resetting the phones doesn't bring the service back, please let me know which lights you see on the device. If I could have the other serial number too, we'll have a look at that one as well.

Cheers,

Ben

[bazza987]

Thanks Ben_H.

You say resetting the phones? Do you mean the suresignal or do I just leave it to run its course?

Light 1 only at present. Have watched it for 15 mins in case it was cycling but it is not.

Other units no 21227740020. Not on at present. This is the one we were regularily using.

Unit you have tracert for is my sons (had very little use from new)

Cheers

Barry

[marti]

Results:

Speed:

88.6 Up

12.22 Down

Ping:

Packet loss 0%

PING 27 MS

Jitter 7 MS

Ext IP: 92.234.175.200

Traceroute:

 Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Martins>tracert 212.183.133.177

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

  1     1 ms     1 ms    <1 ms  routerlogin.net [192.168.0.1]
  2    10 ms    11 ms    11 ms  cpc5-sprt2-2-0-gw.know.cable.virginm.net [92.234
.175.1]
  3     8 ms    15 ms    15 ms  pres-core-2a-ae12-603.network.virginmedia.net [8
1.97.112.217]
  4    22 ms    21 ms    21 ms  leed-bb-2a-ae5-0.network.virginmedia.net [62.254
.42.25]
  5    21 ms    22 ms    28 ms  nrth-bb-2b-ae0-0.network.virginmedia.net [62.254
.42.54]
  6    23 ms    24 ms    21 ms  nrth-bb-1b-ae1-0.network.virginmedia.net [62.254
.42.218]
  7    25 ms    21 ms    24 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  8    25 ms    27 ms    23 ms  ldngw1.arcor-ip.net [195.66.224.209]
  9    27 ms    26 ms    23 ms  85.205.0.93
 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\Martins>tracert

Serial No: 21222164879

SS, Router and phones have been rebooted numerous times.  SS seems to be going through a never ending cycle of trying to connect - was fine before the outage!

[Retired-Matt_B]

Hi bazza987 and marti,

@bazza987 - You'll need to login to your router and turn on port clamping. Please speak to your ISP for instructions on how to do this.

@marti - I can see you're using Virgin Media. Please login to the router settings and ensure that the IPSEC box is switched on. You can get instructions from Virgin Media on how to do this.

Thanks,

Matt B

[hbs187]

http://www.speedtest.net/my-result/3826612663

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/108244058.png[/IMG][/URL]

Your IP Address is 

Your IPV6 Address is 

macintosh-6:~ helena$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  3.014 ms  1.853 ms  3.875 ms

 2  217.47.41.58 (217.47.41.58)  9.027 ms  10.920 ms  9.304 ms

 3  217.47.41.161 (217.47.41.161)  8.656 ms  9.167 ms  9.467 ms

 4  213.1.69.30 (213.1.69.30)  13.841 ms  13.240 ms  13.548 ms

 5  31.55.164.103 (31.55.164.103)  12.794 ms  12.978 ms  12.290 ms

 6  31.55.164.209 (31.55.164.209)  12.564 ms  12.994 ms  13.035 ms

 7  31.55.164.109 (31.55.164.109)  13.295 ms  12.722 ms  12.271 ms

 8  109.159.248.203 (109.159.248.203)  13.230 ms

    acc2-10gige-0-2-0-4.bm.21cn-ipp.bt.net (109.159.248.232)  12.509 ms

    109.159.248.189 (109.159.248.189)  12.543 ms

 9  109.159.248.132 (109.159.248.132)  23.570 ms

    core2-te0-15-0-14.ealing.ukcore.bt.net (109.159.248.170)  15.856 ms

    109.159.248.140 (109.159.248.140)  23.222 ms

10  peer1-xe3-1-1.telehouse.ukcore.bt.net (109.159.254.217)  17.058 ms

    peer1-xe1-0-0.telehouse.ukcore.bt.net (109.159.254.98)  21.070 ms  18.610 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  23.601 ms  23.717 ms  21.266 ms

12  85.205.0.93 (85.205.0.93)  20.455 ms  20.369 ms  21.603 ms

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

serial no: 21227857808

[hbs187]

http://www.pingtest.net/result/108245222.png

IP Address is 86.133.220.75

[marti]

I have been all the way through the trouble shooting guide yet again - I will post the results requested when I get home from work tonight.