Community home

SCFuller · ‎10-01-2013

My SS v3 has been working fine for two weeks but now fails to connect to the Vodafone servers. I have a blinking red power light and a solid amber Internet/Network light, the light next to the power light.

I have unplugged it, reset it with no joy, tried different port/cable. It's connected to a BT HomeHub and as I say has been fine for two weeks. Nothing my end has changed all.

The serial no is 40124207123 can someone at Vodafone resync it or whatever magic you do?

Cheers,

SCF.

Retired-Matt_Vo · ‎10-01-2013

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

daveparis999 · ‎16-01-2014

HI,

Have had exactly the same issue, although now it's about 2 weeks. Have also had the unit resync'd and talked at length with level 2 support (who tell me that my broadband speed is insufficient despite the fact that the VSS has worked reliably for the past 5 months). On occasion the service has dropped with a slow signal warning, but it recovers fairly quickly.

Now all I get is a steady power light and a flashing white internet light.

The best advice the tech guy could offer was "you can sell your SSv3 on ebay and buy an earlier version that will work with slower broadband connections" - not really what I wanted to hear.

Requested info:
IP: 87.114.21.222

Speed test:
http://www.speedtest.net/my-result/3236234921

Ping: 22ms

Download: 1.19 Mbps

Upload: 1.38 Mbps

Tracert:

C:\Windows\system32>tracert 212.183.133.177

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

1 31 ms 30 ms 30 ms 10.200.200.200
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
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.

VSS Serial Number:
40132738499

Many thanks - daveparis999

Gemma · ‎17-01-2014

Hi daveparis999,

The traceroute you’ve provided isn’t getting passed the first step.

This points to a security on your router or firewall blocking the connection.

Please follow the instructions below:

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:

8 – TCP/UDP (All routers)

50 – TCP/UDP (All routers)

53 – TCP/UDP (Virgin Super Hubs)

67 – UDP (Virgin Super Hubs)

68 – UDP (Virgin Super Hubs)

123 – UDP (All routers)

500 – UDP (All routers)

1723 – TCP/UDP (BT Home Hubs)

4500 – UDP (All routers)

33434 – 33445 – UDP (Virgin Super Hubs)

Thanks,

Gemma

daveparis999 · ‎17-01-2014

Thanks, Gemma - will certainly try as you suggest and report back. However, I'm a bit peeved because the unit worked fine without any of these configuration tasks for many months. Then it mysteriously stopped connecting ... what could have caused that, as when I do get it working again I would like it to continue working!!

daveparis999 · ‎17-01-2014

Hi again,

My tracert is now getting past the first step and then timing out (results below). I assume this means all of instructions with port forwarding are not necessarily the cause of my issue ... bizarre that the admin login page for the router (local address 192.168.1.254) will not load so I'm not able to access those functions at all.

What's the next step?

C:\windows\system32>tracert 212.183.133.178

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.178]
over a maximum of 30 hops:

1     2 ms     2 ms     2 ms BTHomeHub.home [192.168.1.254]
2    35 ms    48 ms    28 ms lo0-central10.pcl-ag03.plus.net [195.166.128.184
]
3   600 ms    28 ms    30 ms link-a-central10.pcl-gw01.plus.net [212.159.2.16
8]
4    40 ms    46 ms    45 ms xe-10-2-0.pcl-cr01.plus.net [212.159.0.200]
5    33 ms    40 ms    39 ms ae1.ptw-cr01.plus.net [195.166.129.0]
6    54 ms    43 ms   113 ms lndgw2.arcor-ip.net [195.66.224.124]
7    38 ms    39 ms    38 ms 85.205.116.14
8     *        *        *     Request timed out.
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.

C:\windows\system32>

DaveCD · ‎19-01-2014

Hi daveparis999

Step 3 is a bit worrying, anything above 200 ms is likely to fail.

This may be something that your ISP has changed and it would be worth checking with them.

Would it be possible to try this on another connection like a friend or family members?

DaveCD

daveparis999 · ‎19-01-2014

Hi DaveCD,

Thanks for coming back to me.

You and your colleagues, despite your best intentions, are still not answering my question. The box used to work, albeit with some interruptions because the internet connection is slow and I know that's not your responsibility.

I don't understand the statement "anything about 200ms is likely to fail" - is that a single hop? the entire connection out and back?

I have carried out a few tracert requests, the all seem to get stuck at the same IP address. Below I've also included the result of trying to ping that address (successful) and to ping the target Vodafone address (fails).

I'm stuck here, and I have asked my ISP (PlusNet) if there are any changes and they claim none. Again, this worked reliably for 5 months and I did not touch any configuration at all over that time period.

Thanks

C:\Windows\system32>tracert 212.183.133.177

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

1 1 ms 1 ms 1 ms BTHomeHub.home [192.168.1.254]
2 25 ms 23 ms 24 ms lo0-central10.ptn-ag04.plus.net [195.166.128.193
]
3 34 ms 29 ms 24 ms link-b-central10.ptn-gw02.plus.net [212.159.2.14
2]
4 23 ms 23 ms 24 ms xe-8-2-0.ptw-cr02.plus.net [212.159.0.118]
5 24 ms 24 ms 23 ms ae2.ptw-cr01.plus.net [195.166.129.4]
6 31 ms 26 ms 28 ms lndgw2.arcor-ip.net [195.66.224.124]
7 29 ms 25 ms 24 ms 85.205.116.2
8 * * * Request timed out.
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.

C:\Windows\system32>

C:\Windows\system32>ping 85.205.116.2

Pinging 85.205.116.2 with 32 bytes of data&colon;
Reply from 85.205.116.2: bytes=32 time=34ms TTL=249
Reply from 85.205.116.2: bytes=32 time=25ms TTL=249
Reply from 85.205.116.2: bytes=32 time=24ms TTL=249
Reply from 85.205.116.2: bytes=32 time=24ms TTL=249

Ping statistics for 85.205.116.2:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 24ms, Maximum = 34ms, Average = 26ms

C:\Windows\system32>ping 212.183.133.177

Pinging 212.183.133.177 with 32 bytes of data&colon;
Request timed out.
Request timed out.

Retired-Kay · ‎20-01-2014

Hi daveparis999,

Your Sure Signal was running an old firmware version so I've had a new version pushed to your device.

This can take 24 hours, please don't reset or unplug your Sure Signal during this time.

Let us know how you get on,

Kay

daveparis999 · ‎20-01-2014

Thank you, will do as indicated and let you know the result.

Community home

Sure Signal v3 Stopped Working - Off For 2 Days and Counting