Sure Signal Version 3 VSS not working

[Niggle]

Hi My Version 3 VSS has stopped working a few days ago for no apparent reason. I have tried re-setting and switching off both the VSS and router but to no avail. Lights (Power - flashing, 1st light - orange, 2nd light - off, 3rd light - orange). Please can you advise? Many thanks.

[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

[Niggle · Accepted solution]

Hi, thanks for the reply. Miraculously, overnight and after 7-10 days of it not working, the VSS has sparked back into life this morning so I don't know if you guys re-set something from your end or whether the 'Sure Signal fairy' has been at work?! :smileyhappy:

---

@Matt wrote:

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

---

[Niggle]

Hi

I'm afraid after 3-4 weeks of being ok, it has failed again with the same symptoms as before.

The test results are:

Download - 4.32Mb/s

Upload - 0.36Mb/s

Ping - 73 ms

IP address is 80.86.38.236

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

  1  1140 ms    <1 ms    <1 ms  192.168.0.1
  2    68 ms    65 ms    70 ms  135.196.70.7
  3    53 ms    59 ms    60 ms  135.196.44.109
  4    83 ms    69 ms    60 ms  xe-0-0-0.jar-004.thn.uk.mdnx.net [135.196.65.23]

  5    85 ms    70 ms    69 ms  xe-5-0-0-3242.jar-001.h89.uk.mdnx.net [135.196.6
9.125]
  6    61 ms    58 ms    61 ms  xe-0-1-1-202.jar-001.cll.uk.mdnx.net [135.196.65
.217]
  7    59 ms    54 ms    57 ms  xe-7-1-1.edge5.London1.Level3.net [212.187.138.1
01]
  8    66 ms    58 ms    59 ms  CABLE-WIREL.edge5.London1.Level3.net [212.187.13
8.162]
  9    59 ms    47 ms    43 ms  195.2.30.61
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 

The Serial No. is 40124221132.

Help - please!

Regards

[Retired-Andy]

Hi Niggle,

Your download speed and ping test are fine, and your IP address is on our whitelist.

The initial hop of your traceroute, with the figure of 1140ms, is a cause for concern

The light sequence you’re seeing shows that there may be an issue with your ISP’s (Internet Service Provider) performance.

I’d suggest contacting them to see if they’re doing any maintenance that may cause connection issues.

If not, ask them to run a check on your broadband connection.

Let me know how you go on.

Cheers,

Andy

[Niggle]

Thanks Andy - Vodafone are my ISP!

Are you able to check from your end?

It is a business line and the number is (removed for security)

[Retired-Dave]

Hi Niggle,

We had to remove your number for security. We'd never advise posting personal details on an open forum.

How are we providing the internet connection? Is it:

 - A mobile broadband dongle

 - One of our business-based services providing cabled broadband?

Dave

[Niggle]

Hi

It's a Vodafone Business Broadband line, not a dongle.

Regards

[Retired-James]

Hi Niggle,

We only have access to mobile phone accounts.

You’ll need to speak with the fixed line broadband team directly to get this checked.

James

[Niggle]

Hi

I've spoken to Vodafone Broadband who have said there appears to be a 'cap' on the line at the moment which they will need to get lifted. They have also run a line test and they have said there is a problem with the line - "a battery contact fault" - all of which would apparently slow the line down and needs an engineer to look at. 

I was then referred to Vodafone fixed line support who have also tested the line and are getting an engineer out on Monday24th March - fault ref. FID37836. Tel. 0800 1696687.

Regards