VSS Mark 3 issues - Virgin Media

[HuskyMatt]

Hi Everyone

I am now on my second Mk3 VSS, I have only been using them for about 6 weeks!

Initially I had the VSS behind the TV which is where my Virgin Media Router is.  I had the Ethernet cable puugged between the 2.  Within 24 hours of setting it up I would get he red power light and the internet connection light would be flashing and not get a connection.  If I switched it off and back on again it would work fine for a while!  I wondered if it was the ethernet cable and switched it out but to no avail.

I have now moved it upstairs and have a pair of TP Link Line over units in case there was an issue of it being too close to the Router.  I have the same issues again.  I have even run an ethernet cable through the VSS into the computer to ensure there is a flow of internet and it works fine!

Any ideas?  Do I need to change anything in the Router settings?

I am a business customer and get next to no signal in my office space at home.  Seriously considering changing to another provider if I can't get this sorted out.

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

[HuskyMatt]

Thanks Matt

Here is the requested information

Speed Test

Ping 14ms
DL Speed 53.99Mbps
Upload Speed 2.95Mbps

Ping Test

Large Packet 79ms
Small Packet 42ms
Average 60ms

IP Address 92.239.68.77

Trace

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\User1>tracert 212.183.133.177

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

1 15 ms 16 ms 13 ms cpc6-sand9-2-0-gw.16-1.cable.virginmedia.com [92.239.68.1]
2 12 ms 15 ms 32 ms wolv-core-2a-ae11-616.network.virginmedia.net [80.3.144.177]
3 14 ms 15 ms 16 ms manc-bb-1c-ae12-0.network.virginmedia.net [213.105.159.141]
4 27 ms 15 ms 16 ms brhm-bb-1b-et-400-0.network.virginmedia.net [62.253.175.69]
5 13 ms 17 ms 15 ms brhm-bb-1c-ae7-0.network.virginmedia.net [62.253.174.102]
6 * 19 ms 18 ms tcl5-ic-2-ae0-0.network.virginmedia.net [212.250.15.210]
7 37 ms 38 ms 34 ms ldngw1.arcor-ip.net [195.66.224.209]
8 33 ms 37 ms 38 ms 85.205.116.10
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:\Users\User1>

VSS Serial Number 40131575819

Clearly there is an issues with the Time Outs, Why is this happening?

Thanks again

[Retired-James]

Hi HuskyMatt,

Thanks for getting back to us.

The traceroute will time out after it reaches an 85.205 IP address because all the destinations after this address can’t be pinged due to our firewall settings.

As this is working initially for a short period of time it would suggest that there is a setup issue somewhere that’s causing the VPN connection to close.

First of all can you check the MTU settings on the router to make sure its either set to 1500 or the highest possible value if it won’t go this far?

Secondly, can you lower the firewall settings on the router to see if this helps, because it could be causing the connection to time out?

An additional test to rule out a faulty Sure Signal would be to test this on a different internet connection to see if you get the same issue using a different internet provider.

This can be done at a neighbour’s, friends or family members address.

James

[HuskyMatt]

Hi again!

I changed the MTU settings to 1500 as suggested, the firewall was already low.  It worked!!  but only loasted about 48 hours!

Here is the latest trace.  Any ideas?

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\User1>tracert 212.183.133.177

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

1 12 ms 11 ms 13 ms cpc6-sand9-2-0-gw.16-1.cable.virginmedia.com [92.239.68.1]
2 11 ms 14 ms 12 ms wolv-core-2a-ae11-616.network.virginmedia.net [80.3.144.177]
3 12 ms 22 ms 12 ms manc-bb-1c-ae12-0.network.virginmedia.net [213.105.159.141]
4 15 ms 12 ms 14 ms brhm-bb-1b-et-400-0.network.virginmedia.net [62.253.175.69]
5 12 ms 18 ms 32 ms brhm-bb-1c-ae7-0.network.virginmedia.net [62.253.174.102]
6 * 16 ms * tcl5-ic-2-ae0-0.network.virginmedia.net [212.250.15.210]
7 45 ms 35 ms 35 ms ldngw1.arcor-ip.net [195.66.224.209]
8 35 ms 34 ms 34 ms 85.205.116.10
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:\Users\User1>

[Ben_H]

Hi HuskyMatt,

Thanks for posting back! It's strange that it should stop again after working. The traceroute and IP details are still OK.

I'm pushing a manual synchronisation through for you now so could you reset the unit your end to complete it and let me know the result? 

Cheers, Ben

[_Aaron_]

If you search the e-forum you will see this is a wide spread issue, and the ISP "Virgin Media" is commonly linked. The issue seams to be in time line with a superhub firmware update. I have 2 proven working V3 sure signals that show this exact issue when connected via Virgin Media. The Sure Signals work perfectly else where, all other equipment works perfectly with Virgin Media & the Superhub. This suggests an interworking issue between the V3 Sure Signal and Virgin media\Superhub that needs proper detailed investigation. No amount of Speed tests, Ping tests, Trace routing or re-sync's will fix the issue. I've given up on my Sure Signal and accepted that the only current solution is to change mobile provider to one that offers better coverage, or change ISP.