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VSS V3 & Virgin SH 2ac

Goat_
4: Newbie

‎06-11-2015 11:46 AM

Hi,

 

VSS V3 running perfectly well until yesterday. Several restarts tried.

 

Power – Flashing

Internet – Solid Orange

In Service – Off

In Use – Solid Orange

 

IP: 86.12.72.247

S/N:    42142470741

Virgin SH 2ac

 

TraceRoute

 

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

 1  routerlogin.net (192.168.0.1)  3.983 ms  1.041 ms  1.050 ms

 2  * * *

 3  sotn-core-2b-xe-817-0.network.virginmedia.net (86.22.184.97)  59.862 ms  15.777 ms  13.605 ms

 4  brhm-bb-1b-ae13-0.network.virginmedia.net (62.253.175.34)  21.982 ms  19.363 ms  25.327 ms

 5  * * *

 6  brhm-bb-1c-ae0-0.network.virginmedia.net (62.254.42.110)  21.952 ms  20.576 ms

    brhm-bb-1c-ae1-0.network.virginmedia.net (62.254.42.210)  36.381 ms

 7  * * tcl5-ic-2-ae0-0.network.virginmedia.net (212.250.15.210)  142.283 ms

 8  lndgw2.arcor-ip.net (195.66.224.124)  26.165 ms  25.422 ms  33.924 ms

 9  85.205.0.86 (85.205.0.86)  23.958 ms  25.873 ms  25.030 ms

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

 

Speed Test

 

Ping: 25ms

Down: 209.70Mbps

Up:  12.39Mbps

 

 

0 Thanks
4 REPLIES 4

T_Scarface_M
16: Advanced member
16: Advanced member

‎06-11-2015 11:51 AM

Hi there,

 

From the lights you described the Sure Signal may be active, but poor quality of service due to packet data loss.

 

I would advise calling Vodafone Customer Service via 191 or Live Chat through the website and they will pass you to the Tech team to resolve this for you,

 

Hope this helps.

Goat_
4: Newbie
In response to T_Scarface_M

‎06-11-2015 12:33 PM

Called tech support and they're not sure what the problem is.

Doubt this is packet loss as its been working for over a year until yesterday, and there are no dropped packets on any other connections.

 

Any admin help?

0 Thanks

T_Scarface_M
16: Advanced member
16: Advanced member
In response to Goat_

‎06-11-2015 12:43 PM

Very strange.

 

From the trace route above it doesn't look like it is completing all the way to it's destination. I couldn't say what the issue is, especially if the tech team are struggling.

 

Hope this helps.

 

 

grolschuk
Community Champion (Retired)
Community Champion (Retired)
In response to T_Scarface_M

‎06-11-2015 01:21 PM - edited ‎06-11-2015 01:24 PM

The traceroute actually looks ok, the last hop (being the vodafone server) never replies as it is set not to.

 

If you have tried resetting the device rather than just rebooting, then you may need to hang around for one of the tech team to reach this post (normally takes around 48 hours) or try giving 191 or live chat another try, asking if they can send a resync to your unit.

 

Edit - actually, i've just re-read what I wrote, and I don't think a resync will work, as i think the light sequence means it's not actually getting to the vodafone server for them to see it to do anything to...

Has anything changed on the VM router side of things that may get in the way of the Secure VPN connection being created.