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Solution

Sure Signal 3 lights on, no 'in use light'

rastraa
2: Seeker
2: Seeker

‎29-09-2014 09:24 PM

Good evening,

 

I have had the VSS v3 for 2 weeks now and it has provided about 10 minutes of connections all together and when it is connected, it dropped the call every 2 minutes. 3 of the 4 lights are on (Power, steady red, Internet (steady white), in service (steady white), in use (no light)). Sometimes the in use light works and my phone has about 10 minutes of all bars connection but when making a call, it drops every 3 minutes. 

 

I have a virgin superhub in modem mode, an Apple Time Machine as a wireless router (1GB edition 4, not latest v5 version). Should this work or do I need to take out the Time Machine and use the virgin superhub as the modem/router instead? 

 

Many thanks,

 

Rob

0 Thanks
7 REPLIES 7

Retired-Simon
Moderator (Retired)
Moderator (Retired)

‎30-09-2014 02:36 PM

Hi rastraa,

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,

Simon

0 Thanks

rastraa
2: Seeker
2: Seeker
In response to Retired-Simon

‎30-09-2014 10:33 PM

Thanks Simon, went through the troubleshooting several times before, no results as of yet. Below the details as per your request:

 

Speedtest: 

Download 17.21mb/s

upload 10.60mb/s

ping: 14ms

 

Ping test:

Packet loss 0%

Ping 41ms

Jitter 13ms

Grade B

 

External IP: 82.16.152.196

 

Sure Signal serial: 42143157438

 

Traceroute (mac):

 

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

 1  10.0.1.1 (10.0.1.1)  2.406 ms  2.000 ms  1.891 ms

 2  10.31.44.1 (10.31.44.1)  9.668 ms  11.355 ms  15.304 ms

 3  brnt-core-2a-ae3-1432.network.virginmedia.net (213.104.146.41)  18.316 ms  12.024 ms  12.118 ms

 4  brnt-bb-1a-ae12-0.network.virginmedia.net (62.253.174.53)  24.981 ms  12.217 ms  22.846 ms

 5  brnt-bb-2a-ae2-0.network.virginmedia.net (62.254.42.97)  21.592 ms  17.776 ms  27.863 ms

 6  brhm-bb-2b-ae0-0.network.virginmedia.net (62.254.42.58)  51.403 ms  14.742 ms  15.425 ms

 7  brhm-bb-1c-ae1-0.network.virginmedia.net (62.254.42.210)  17.035 ms * *

 8  * * tcl5-ic-2-ae0-0.network.virginmedia.net (212.250.15.210)  21.387 ms

 9  lndgw2.arcor-ip.net (195.66.224.124)  28.440 ms  41.807 ms  72.464 ms

10  85.205.0.93 (85.205.0.93)  19.903 ms  19.288 ms  24.742 ms

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0 Thanks

Retired-Wayne
Moderator (Retired)
Moderator (Retired)
In response to rastraa

‎01-10-2014 02:08 PM

Hi rastraa,

 

Everything looks fine with your connection information.

 

Can you try it without the Time Machine and see if that keeps it stable?

 

Thanks,

 

Wayne

0 Thanks

rastraa
2: Seeker
2: Seeker
In response to Retired-Wayne

‎05-11-2014 01:59 PM

Have taken out the Time Machine and plugged the VSS directly into the Virgin Superhub 2. It was working for about 2 weeks, but has now gone into it's old state again where 3 of the 4 lights are on, but none of our phones want to connect to the VSS (no connection for the past 1,5 week)

 

Have tried the ping and trace route, approximately same results as previously posted

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Retired-Laura
Moderator (Retired)
Moderator (Retired)
In response to rastraa

‎05-11-2014 06:56 PM

Hi @rastraa

 

Please can you check that the IPSEC has been selected in your router setting?

 

If you’re unsure on how to do this, please contact your internet service provider.

 

Cheers,

 

Laura

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rastraa
2: Seeker
2: Seeker
In response to Retired-Laura

‎05-11-2014 10:49 PM

Hi Laura,

 

IPSEC is checked

 

Kind regards,

 

Rob

0 Thanks

Gemma
Community Manager
Community Manager
In response to rastraa

‎06-11-2014 06:08 PM

Hi @rastraa

 

Your Sure Signal last made contact on the network with the network at 10.01pm yesterday.

 

Please try a different Ethernet cable and ensure all the following ports are open as follows:

 

Ports to be opened for forwarding

  • 8 (TCP & UDP)
  • 50 (TCP & UDP)
  • 53  (TCP & UDP)
  • 67 (UDP)
  • 68 (UDP) 
  • 123 (UDP)
  • 500 (UDP)
  • 1723 (TCP & UDP)
  • 4500 (UDP)
  • 33434 - 33445 (UDP)

 

IP addresses to be allowed on the router & firewall

  • 183.133.177-179
  • 183.133.181-182
  • 183.131.128-191

 

Once the above steps have been followed please perform a reset:

 

  • 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.

 

If it’s still not working after this, please test it at a different location.

 

Thanks,

 

Gemma

 

0 Thanks