VSS Version 3 - Power - solid, Internet - flashing

[steve0819]

Hi,

There seem to be numbers of threads citing this problem, but no generic one, & the troubleshooting guide doesn't include this light sequence, so I'm starting a new one.

Following a 2 months+ struggle, & with the help of the forum, I managed to get our VSS 3 going last week. It has now stopped working & shows the light pattern of Power - solid, Internet - flashing white. The other lights are off. As I understand it, this means that the VSS is negotiating with your servers, but can't complete the connection. I have made no changes since the set up was working perfectly. Here's what I've done to try & rectify matters.

1. Reset the VSS.

2. Rebooted our router.

3. Checked that the VSS has been allocated an IP address successfully.

4. Run the standard diagnostics. Results are very similar to what we got when we ran them during the earlier problem & are -

Speed Test

Ping - 35ms

Download - 17.83Mbps

Upload - 11.95Mbps

Ping Test

Ping 32ms

Jitter 7ms

Unable to test packet loss

VSS Serial No.

40131565596

Trace Output

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

  1    22 ms     1 ms     1 ms  my.router [192.168.1.1]
  2    16 ms    18 ms    19 ms  254-128-12-86.static.virginmedia.com [86.12.128.
254]
  3    11 ms    20 ms    22 ms  cdif-lam-4-tenge83-3489.network.virginmedia.net
[62.252.208.90]
  4    15 ms    20 ms    17 ms  cdif-core-2b-xe-110-0.network.virginmedia.net [1
95.182.172.49]
  5    59 ms    25 ms    26 ms  brnt-bb-1a-ae16-0.network.virginmedia.net [62.25
3.174.85]
  6    22 ms    31 ms    24 ms  brhm-bb-1b-et-700-0.network.virginmedia.net [62.
253.175.38]
  7    42 ms    34 ms    51 ms  brhm-bb-1c-ae7-0.network.virginmedia.net [62.253
.174.102]
  8    32 ms    32 ms    33 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
  9    37 ms    31 ms    32 ms  ldngw1.arcor-ip.net [195.66.224.209]
 10    36 ms    32 ms    30 ms  85.205.116.14
 

Everything looks fine this end. I reckon it's down to you. If you want to check out the previous problem, please refer to my earlier posts.

Many thanks,

Steve

[Retired-Andy]

Hi Tom,

Having the Sure Signal in the DMZ should create a rule to bypass your firewall.

You won’t need to forward the ports I mentioned; I just wanted to rule it out as a potential cause.

When you were seeing the “Power - Flashing, Internet - Off, Service - Flashing orange, In Use - Flashing orange” sequence, was the device warmer than usual, or hot to touch?

If so, it may indicate a fault and you’d need to send the unit for repair.

Thanks,

Andy

[TCM6218]

Hi Andy,

I'm stuck and getting very frustrated. I don't know if the VSS is warmer than normal because it has never worked.

I got it a few weeks ago and I tried it on two different routers at my house and no amount of port forwarding or rebooting or hard resetting did anything. I tried it at a friend's house and no luck. Now I'm trying it where I live again on yet a third (and highly configurable) router, with the VSS most definitely placed in the router's DMZ. Through all of this it has never once been able to connect to Vodafone's servers. I knew I had a bad mobile signal where I lived and the *only* reason I got a Vodafone contract was because the guy in the store said the Sure Signal was easy to set up.

This is honestly one of the most horrendous and disappointing customer service experiences of my entire life. 

Please help me with one question: Knowing what you know, if you were me what would you do next?

Thanks.

Tom

[DaveCD]

Hi TCM6218

For the majority of users it really is just plug and play.

It may be bad luck and you've received a faulty product, so if you follow the link Andy gave, we can get this repaired or replaced.

DaveCD