VSS can't access my router

[amandajj]

I just got a new vss3 yesterday, and upgrated to BT infinity2. I registered the VSS, and tried to set it up as guided. but the lights indicate that my VSS CAN NOT access my router - please check you router setting (IP issue). mu question is: how to check my router setting? if this does not work, how to return/refund the VSS? Thank you.I have spent so much time searching online!

[Jenny]

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

Jenny

[amandajj]

Hi Jenny

Many thanks for your reply. I phoned BT this morning and was tranferred to a technical suppot. I passed all the ports numbers needed. The adviser tried to help with remove screen share. But did not see any sure signal network, so I reset the VSS device as indicated, and waited for a while then the adviser said it may take up to 6 hours to re-register the device after reset. So I am waiting to phone BT again in 6 hours.

I tried to input the numbers you gace to the black box but no tracetoute result came out. 

Kind regards,

Amamda

[amandajj]

Hi Jenny

my download speed 41.14

upload: 16.38

Ping: 10ma

IP 86.176.124.85

Did not get the traceroute result, although did as you indicated.

I cannot see the series number for now as it is pluged into the socket.

Many thanks

Amanda

[Retired-Kay]

Hi amandajj, 

The speeds and IP address you've provided are fine. 

We will need the Sure Signal serial number before we can help further. 

Thanks, 

Kay

[amandajj]

My Vss series No: 40133839981. Thank you!

[amandajj · Accepted solution]

I paid BT £30 and they help me set it up by screen share. Thanks anyway!