VSS Infrastructure Down ?

[VSSAK]

Hello, woke up this morning and my vss v3 was flashing red with Orange Internet- It has been working fine for the last 6 months

Tried some troubleshooting and it seems that the VSS  IP for traceroute - 212.183.133.177 is not on the internet ???

Is there some maintenance work happening today ?

Thanks

Andy

[VSSAK]

Traceroute is still not getting through - But VSS seems to have sorted itself out some how ??

I spoke with VSS customer support and they said that engineers were performing maintenance..

Would have been nice to have known...

[Retired-Sarah]

Hi @VSSAK 

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,

Sarah

[stephensont]

Hi, just to add - same issues here with a SureSignal 2 connected via Plusnet FTTC.

Red power light only lit. Have tried resetting / power cycling the unit. 

It's connected via a BTHomeHub 5 using Plusnet FTTC.  I've enabled "port clamping" for VPNs as a starting point, and tried also manually setting up port forwarding. No joy...

Anyone able to help? Thanks

SureSignal serial: 40114212224

Speed Test: 38Mbs down, 8Mbs up

Ping Test:  http://www.pingtest.net/result/113263964.png

External IP: 80.229.27.61

Traceroute: 

timstephenson@MacBook-Pro ~ $ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

1  bthomehub (192.168.100.254)  1.832 ms  1.993 ms  1.622 ms

2  lo0.11.central11.ptn-bng01.plus.net (195.166.128.229)  11.802 ms  12.250 ms  12.330 ms

3  irb.11.ptw-cr02.plus.net (84.93.249.18)  12.312 ms  40.274 ms

    irb.11.ptw-cr01.plus.net (84.93.249.17)  11.756 ms

4  ae2.ptw-cr01.plus.net (195.166.129.4)  41.649 ms  12.543 ms

    lndgw2.arcor-ip.net (195.66.224.124)  13.998 ms

5  lndgw2.arcor-ip.net (195.66.224.124)  15.617 ms  14.636 ms  15.023 ms

6  * * 85.205.0.93 (85.205.0.93)  19.855 ms

7  * * *

8  * * *

9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

[Ben_H]

Hi @stephensont ,

If you reset your router, you'll need to disable 'Smart Setup' in the Homehub settings. You'll only need to do this once, but it's something that needs doing any time the router is reset.

If you're unsure how to do this, please speak to BT who supplied the hardware.

Everything else on your results checks out just fine.

Cheers,

Ben

[stephensont]

Hi @ben_H,

thanks for coming back to me - we have smart setup disabled.

The SS is still not connected however. I spoke to someone on the "SureSignal team" a few hours ago who "updated its location", but no idea if that would or wouldn't help. Just to be sure - we have two SS's registered on our account; the one that is not working is serial number 40114212224. As far as I know, the other unit's fine.

Is it possible to resync the SS from your end, or alternatively can it be deregistered and I'll try re-registering it (can't see a deregister option anywhere in the management tools in our account!) ?

Can you check / see when it last successfully connected?

Any more ideas appreciated

Thanks, Tim