Sure Signal V Virgin Media Super Hub

[Towers2305]

I have a new Sure Signal (replace previous version that worked for years) but VM have just installed a Net Gear Super Hub and now can't get SS working at all., Have spent hours talking to VF engineers, got a new SIM card, done a Master reBoot, Ping tests, latency tests.....nothing

Just spent nearly 2 hours with VM (very helpful) ''opening ports on my router'' but stil nothing

VF.....please help me, I have been a customer for over 10 years, have 4 handsets in my house, all registered and going stir crazy

[Ben_H]

Hi Towers2305,

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Cheers, Ben

[Towers2305]

Have been through all the 'thread' and now posting results as reuired

Upload     2.91 mbs

Download    62.93 mbs

Latency     11ms

External IP    81.99.25.25

FSN     40130413822

[Towers2305]

And here are the results of my tracert

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\The Parents>tracert

Usage: tracert [-d] [-h maximum_hops] [-j host-list] [-w timeout]

               [-R] [-S srcaddr] [-4] [-6] target_name

C:\Users\The Parents>tracert 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  1    11 ms    11 ms     7 ms  cpc9-cbly6-2-0-gw.6-2.cable.virginmedia.com [81.

99.24.1]

  2    12 ms    10 ms     7 ms  glfd-core-2a-ae3-3672.network.virginmedia.net [6

2.254.207.125]

  3     8 ms    15 ms     7 ms  glfd-bb-1a-ae7-0.network.virginmedia.net [62.253

.174.89]

  4    11 ms    23 ms    17 ms  nrth-bb-1b-ae4-0.network.virginmedia.net [212.43

.163.178]

  5    16 ms    26 ms    12 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.

174.18]

  6    25 ms    15 ms    15 ms  LDNGW1.arcor-ip.net [195.66.224.209]

  7    24 ms    18 ms    19 ms  85.205.116.2

  8     *        *        *     Request timed out.

  9     *        *

[Phil]

Hi Towers2305,

Thanks for coming back to us with the requested info. 

Everything does seem to be fine from what you've posted.  The traceroute looks spot on and the IP isn't blocked by the network. 

The Sure Signal did connect with us just after midnight on the 12th so may have just taken a while to register.  I have just performed a resync of the device and let us know how you get on. 

VSS Factory Reset (version 1 and 2)

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour

Version 3

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.

Thanks,

Phil

[Towers2305]

All lights are on.........but no ones at home..............again

[Retired-Andy]

Hi Towers2305,

Thanks for the update. Having checked our systems I can see that your Sure Signal connected to our servers just after 9:30pm last night but it would seem that the resync hasn’t helped at all.

Can you let us know what version of firmware the Super Hub is running? Also, are you able to try the Sure Signal on a different internet connection as this will allow us to see where the cause may lie.

Thanks

Andrew

[Towers2305]

Had Virgin Media out this afternoon, they have put some 'shield' on my connection as there was 'too much' coming in on the line,

Now my wife and the kids phones are working and mine is not 07899 898778

This is the one with the new sim....... Is this connected to the problem

[Retired-Kay]

Hi Towers2305, 

It's good news that two of the numbers are now working, we can rule out any issue with the Sure Signal. 

Regarding your SIM change, it depends when this was done. The following information from the troubleshooting thread should help. 

When a SIM change is performed it can take up to 2 hours for the Sure Signal system to recognise the change, during this period you won't be able to pick up any signal from the Sure Signal. If you still experience issues after this time then you'll need to remove the affected number from your Sure Signal and then add it back on, this can be done via My Account. 

If the affected number is the owner of the Sure Signal, you'll need to temporarily transfer the ownership to another number in order to remove/re-add the affected number. This can be done by clicking Change Owner on the Sure Signal Dashboard. The new owner will then need to login to their My Account profile and accept the ownership request, before removing and re-adding the number. Once this has been completed then the ownership can be transferred back to the original number.

Can you transfer the ownership of the Sure Signal to one of the other users and then transfer it back to yourself to see if this then accepts your number? 

Let me know how you get on. 

Thanks, 

Kay