Sure Signal 3 drops out every few days on Virgin Super Hub 2

[pagalloway]

Hi

Got a new SS3, went through registration etc.  All seemed OK but keeps dropping connection when I make a call or if left alone for a few days.  Power (red) light starts flashing and first light goes permanet orange.  Power cycle usualy results in reconnection for a few more days or until I make an important call....then it drops again.....

Virgin Super Hub 2

MTU set at 1500,

ports 8,123,50,500 and 4500 forwarded (UDP / TCP) and

IPSec / PPTP pass through enabled.

Speedtest

Ping 8ms

Down 110.63Mbps

Up 11.37Mbps

Ip

86.24.106.222

Traceroute

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Paul>tracert 212.183.133.177

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

1 9 ms 8 ms 9 ms cpc4-derb12-2-0-gw.8-3.cable.virginm.net [86.24.
106.1]
2 8 ms 8 ms 8 ms leic-core-2b-ae8-937.network.virginmedia.net [82
.3.36.193]
3 10 ms 15 ms 10 ms nrth-bb-1c-ae5-0.network.virginmedia.net [62.253
.174.117]
4 11 ms 9 ms 11 ms nrth-bb-1b-ae11-0.network.virginmedia.net [62.25
3.174.109]
5 11 ms 45 ms 9 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
6 25 ms 29 ms 27 ms ldngw1.arcor-ip.net [195.66.224.209]
7 28 ms 24 ms 24 ms 85.205.116.10
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 ^C

Suresignal Serial

40133870804

HELP!!!!  

Thanks

Paul

[DaveCD]

Hi pagalloway

Everything posted looks to be fine, do you have an alternative router you can try it on?

Cheers

DaveCD

[pagalloway]

No, cant swap out router as it is the cable modem as well as the router.  Dont have any problems with apple tv, netflix, sky anytime etc running through the router - so no signs thats faulty.

Also tried putting VSS in DMZ, plugging directly in to router (rather than a network switch) etc. but always the same result of dropped VPN after a day or so.

In fact its down now!

Cheers

[pagalloway]

And its got a new light pattern....

Power Flashing

Off

On (Amber)

On (Amber)

?????

[Sukhi]

Hi pagalloway

Thanks for providing your Traceroute, everything looks ok. Your IP address is on our whitelist. Your speed test and ping test seem fine.

To make sure it's up to date on our network I’ve given the SS a re sync from our end, can factory reset to complete the process?

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.

The Sure Signal will be back online in around 1 hour.

Thanks

Sukhi

[pagalloway]

Did the reset as instructed and now wont establish VPN at all.  

Starts with solid power and first light flashing white.  Does that for ages, the just goes to power light on solid, all other lights off.

?????

[Retired-Andy]

Hi pagalloway,

The initial light sequence you saw showed that the Sure Signal was being set up.

The power light only shows that the unit itself has no faults but isn’t connecting to our servers.

As well as the ports you mentioned in your first post, can you check the following ones as well?

Port Number

53         TCP      UDP      

67                     UDP                                                                

68                     UDP    

1723     TCP      UDP    

33434 - 33445    UDP    

Also, try a different Ethernet cable as well to see if this helps.

Let me know how you go on.

Cheers,

Andrew

[pagalloway]

Thanks for the reply.

Ive already opened those ports, spotted the info in another post.

Also moved the SS3 on to a different ethernet port direct into the super hub and with a new cable.

Still wont connect the VPN.

Seems to be stuck in a loop of resetting, power light on and first light flashing for a few minutes, resetting etc..

Not sure what was done above when the resync was forced from your side but prior to that I could at least establish the VPN even if it dropped after a day or so.

I've also tried deregister / regestier from MyVodafone.

Getting nervous as I bought the VSS with a new IPhone for daughters xmas and without it working she wont get a signal in our house!

Further help would be much appreciated.

Thanks

[pagalloway]

Well I tried another reset but this time took the ethernet cable out, about an hour later Its now connected!  Fingers crossed.

[Retired-James]

Hi pagalloway,

That’s great news.

Let me know if anything changes.

James