Sure Signal V3 not working with Virgine Media Hub 3.0

[Vroll]

Hi all,

I switched from Sky to Virgin Media as my ISP 1 year ago,  and I have the latest Virgin Media Hub 3.0. I have had a Sure Signal V3 working with both Sky hub and the Virgin hub no problems. 3 months ago, my SS V3 died after 3 years so I purchase another one in Feb 2017. It has been impossible for to get this SS to work. It didn't show up on the Virgin hub as one of the connected device over Ethernet cable. I had replace the SS with a new one and also replace the Virgin hub with a new one. But absolutely no luck. It just sits there with the red power light and the flashing white globe light. 

I have read many blogs on internet about similar problems and tried all the tricks posted, but no luck. And I have contacted Vodafone Customer Service at least a dozen times and all they could tell me is to take the problem to Virgin or take the SS and try at someone else house!! This is something that I refused to do as it's completely against all the privacy and security protection procedures that are now normal. 

Talking to Virgin Media Customer Service, then they don't even know what is a Sure Signal box!!

Bottom line is this thing is supposed to be Plug-and-Play but it turns to be nothing evenly remotely close to that. 

Appreciate all advices you folks can give. I am supposed to be in an area with 100% Vodafone 3G coverage but in reality I can use my mobile in only 1 room!! So i need this SS to work.

Thanks in advance.

[BandOfBrothers]

Hello @Vroll

I'm not surprised your scratching your head after doing all that. 

Your quite right it should be plug and play. 

Does anything help in this similar thread ?

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-amp-Virgin-Media-Super-Hub...

[Vroll]

Thanks BandOfBrothers for your reply. The problem is the SS never showed up as a Connected Device!! So I really don't know what needs to be configured in the Virgin Media Hub to recognize the SS. Very strange. I am totally lost.

[BandOfBrothers]

You're Welcome.

It maybe then beneficial to perform a search on the Community Forum yourself to see if any of the return hits offer up some further advice. 

The Vodafone Tech Team here read all posts so they maybe able to help once they've caught up with your thread. 

[grolschuk]

If the SS isn't showing on the router as a valid DHCP lease, then that is odd.

Do the link lights light up on the network port of the SS and Router?

Have you tried a different network cable?

As your old device worked fine, there will hopefully be no further setup needed once they start talking to each other, but one thing to look out for on the VM boxes is the VPN Passthrough setting in the Advanced -> Firewall section of the router.

It tends to need to be set to allow VPN passthrough for the SS to create the secure tunnel back to the network.

[Jenny]

@Vroll - 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:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.