SS3 Not Connecting

[steviephil]

Hi guys,

I've had the SS3 for just over a month and haven't had any problems (that a reset wouldn't fix) until a few days ago. At the moment, the Internet Light flashes as if it's trying to connect, then goes off for about 30 seconds, then tries again. This simply carries on and on. I've tried resetting it using the button, switching the plug on and off and even changing plug sockets, but no joy.

I've looked at your troubleshooting guide and none of the light patterns correspond with what's going on here.

I've spoken to a few Vodafone reps via Live Chat. Here's the history/progress so far:

Original problem: Only the red/power light was showing (all other lights were off).

Attempt #1: My personal address didn't match the SS address (as I use the SS at home but my account was registered to my office). The rep changed my address and told me it'd be fixed in 6 hours. Verdict: Nothing changed.

Attempt #2: This time they asked me to reset it. All lights (including red/power light) went off...!

Attempt #3: They asked me to change the plug socket. The red/power light came back on, but the problem described at the top happens (i.e. the Internet Light flashes, goes off, comes back on and flashes, goes off, etc. etc.)

Any help would be appreciated as I've already spent 3-4 hours trying to solve this issue and it's affecting my business. Thanks.

[steviephil]

Update: After another Live Chat session (my 4th), I was told to setup port forwarding, and told that it'd work once implemented. I have configured the port forwarding a requested and it's still not working..

I'd appreciate a response from the Vodafone Tech Team as well please...

[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

[steviephil]

Info as requested, Matt:

Speed test:

Download: 37.34 Mbps

Upload: 9.37 Mbps

Ping test:

Packet Loss: Unable to test

Ping: 17 ms

Jitter: 1 ms

IP address:

Your IP Address is 109.154.161.162

Your IPV6 Address is ::ffff:6d9a:a1a2

Traceroute:

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

  1     4 ms     1 ms     2 ms  BThomehub.home [192.168.1.254]
  2    53 ms    49 ms    69 ms  217.32.141.35
  3    60 ms    62 ms     *     217.32.141.78
  4    12 ms    11 ms    11 ms  217.32.141.234
  5    13 ms    11 ms    11 ms  213.120.182.71
  6    11 ms    11 ms    11 ms  31.55.164.109
  7    14 ms    11 ms    11 ms  acc2-10GigE-0-2-0-4.bm.21cn-ipp.bt.net [109.159.
248.232]
  8    35 ms    19 ms    15 ms  core2-te0-3-0-2.ealing.ukcore.bt.net [109.159.24
8.148]
  9    59 ms    44 ms    20 ms  peer1-xe3-2-1.telehouse.ukcore.bt.net [109.159.2
54.209]
 10    36 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    18 ms    17 ms    17 ms  85.205.116.6
 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.

Serial Number:

40133640629

Let me know if you'd also like the ISP port forwarding info as well.

Steve

[Retired-Dave]

Hi steviephil,

Those details all look fine.

I've given the box a resync from this end. Just to check you're giving it the full reset, follow these steps below:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

I'll post the full list of ports as well, just to make sure none were missed:

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)

Check the folowing as well:

 - Are the ethernet ports on the Sure Signal lit, flashing or off?

 - Try using a different ethernet cable to connect to the router.

 - Plug the cable into a different socket on the router.

Dave

[steviephil]

Thanks Dave.

I followed your instructions regarding the reset, but the red/power light stayed on throughout - it didn't go off at all. So I held it down for 30 seconds regardless of the fact that no (other) lights came on. I hope that's not a problem.

Thanks for the ports - I've double-checked them and they're all correct. I'm configuring them via the BT Home Hub Manager. By "TCP & UDP" I've chosen "Any" rather than one or the other - I hope that's correct. I was also given additional ports originally (53 Both, 67 UDP, 68 UDP, and a few more) - I don't know if they should be there or removed? I've left them there, just in case. Also, I was given the option of Port Range # - # and Translate to # - #. I looked at a few tutorials/resources and for 8 TCP & UDP I did Any, 8 - 8, 8 - 8. I hope that's all correct. Please let me know if you'd like a screenshot of my BT Home Hub Manager.

In the meantime I will also try your suggestions regarding the ethernet cable. And to answer your question, the yellow ethernet port has a solid green light and a flashing amber light.

Thanks,

Steve

[steviephil · Accepted solution]

It's working again! Hallelujah! Thanks for your help, guys! Have a Merry Christmas! :smileyhappy:

[Sukhi]

Hi steviephil

That's great thanks for letting us know :).

Merry Christmas :).

Sukhi