Sure Signal not working with Virgin SuperHub 2

[Ansten]

Hi,

Sure Signal Serial Number: 43162273072

Sure Signal is not working with my Virgin Media SuperHub 2.

It was working until about 2 weeks ago, and has now stopped.  The power light is lit, but the Internet light is doing off an on.

The Sure Signal has a fixed IP of 192.168.0.8 and i can ping it fine.

Speed Test and Ping Test attached below.

The tracert is:

Microsoft Windows [Version 10.0.14393]
(c) 2016 Microsoft Corporation. All rights reserved.

C:\Users\Andy>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     *        *        *     Request timed out.
  2     *        *        *     Request timed out.
  3    10 ms    11 ms    12 ms  glfd-core-2b-xe-800-0.network.virginmedia.net [62.254.207.113]
  4     *        *        *     Request timed out.
  5    14 ms    14 ms    15 ms  brnt-ic-1-ae0-0.network.virginmedia.net [62.254.42.198]
  6    15 ms    14 ms    14 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
  7    12 ms    14 ms    16 ms  213.46.174.130
  8    13 ms    14 ms    15 ms  ae32-xcr1.lns.cw.net [195.2.24.126]
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

[BandOfBrothers]

Hello @Ansten

This eforum is owned and monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name. All posts are read by them.

Hang in there and I'm sure they'll be in touch after looking at your Traceroute. 

Vodafone Sure Signal FAQs.

[Rahim]

@Ansten I've taken a look at your Sure Signal via the Serial number you gave, and can see it's recently made a connection (18 August 2016). 

Can you please let us know if you're still having trouble? 

[Ansten]

Afraid so.

It flashed with every light for a while yesterday, but has now gone back to a solid power light and a slow pulsing 2nd (connection?) light

Andy

[Sukhi]

@Ansten I've spoken with our Tech team and they've advised that it sounds like an issue with your set up.

Please reset your router and Sure Signal by unplugging them both from the mains for a couple of minutes.

[Ansten]

Afraid still no joy.

Unplugged both and left for 30 minutes, then plugged router back in and waited for it to come back online, and finally connected SureSignal and confirmed the router could see it, and had given it a IP address.  Tried pinging the IP and got a response back.

Now have a flashing power light and a solid orange internet light (Pic attached).

This seems to be the only device that does not work, TV/TiVo box and Xbox One all work fine with no issues.

[Rahim]

@Ansten I've resynced your Sure Signal to help resolve your issue. 

Please note it can take up to 6 hours for the device to start working again. 

Let us know if you need any further help after this. 

[Ansten]

Hi,

Afraid still no joy - the same lights are still on (flashing red power light, and solid orange/yellow internet light).

[grolschuk]

In the router settings, there is a selection in the Advanced -> Firewall area that allows you to enable VPN Passthrough.

Can you tick (or untick - i can never rembmer which way round it defaults to) the entries for L2TP, PPTP, and IPSEC if they are there.

Then reboot the suresignal and wait to see if it helps at all.