VSS has stopped working

[timw2000]

Hi,

My VSS has stopped working:

External IP 146.90.194.199

C:\Users\timw>tracert 212.183.133.177

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

1 2 ms 1 ms 2 ms NAS2 [192.168.1.1]
2 18 ms 19 ms 17 ms lo0-central10.ptw-ag01.plus.net [195.166.128.195]
3 21 ms 18 ms 18 ms link11-central10.ptw-gw01.plus.net [84.93.248.20]
4 17 ms 17 ms 16 ms xe-0-2-0.ptw-cr01.plus.net [212.159.1.16]
5 20 ms 19 ms 19 ms LDNGW1.arcor-ip.net [195.66.224.209]
6 19 ms 19 ms 19 ms 85.205.116.10
7 * * * Request timed out.
8 * * * Request timed out.
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.

VSS S/N is: 21230732923

my ping is 19ms and my download speed is 34Mb/s with an upload of 6Mb/s.

Thanks,

Tim

[timw2000]

BTW, I only get the solid power LED.

On a 30s-30s-30s reset I get the @ LED flash for a while but after an hour or so, it settles down to just the power LED.

Tim.

[timw2000]

Can anyone from Vodafone please take a look at this for me?

Thanks!

[timw2000]

Just reset my router to get a new IP address as I fear I may be on an address not on your whitelist, new IP address is:

87.115.9.186.

Please check for connectivity of my VSS on the Vodafone Network.

Thanks,

Tim.

[Retired-Andy]

Hi timw2000,

Thanks for the information you’ve provided, from the traceroute everything looks fine and won’t be contributing to your issue. I’ve also checked both IP addresses and they are on our whitelist, so again wouldn’t affect the issue.

I’ve checked our systems and can see that your Sure Signal connected to our servers yesterday afternoon, are you still facing the signal issue?

To make sure that everything is as up to date as possible, I’ve forced a resync of your device. To complete the process, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know how you go on.

Thanks

Andrew

[timw2000]

Hi, thanks for getting back to me.

My issue is not resolved at this time.

I've just done yet another factory reset, I'll report back in a few hours.

Thanks,

Tim.

[timw2000]

Hi,

Progress update, VSS is still not working, just a solid power LED (note the other LEDs were flashing in various ways after the reset but the VSS has settled with only the Power LED lit)

What next?

Tim.

[Retired-James]

Hi timw2000,

Thank you for getting back to us and I’ m sorry that you are still having issues.

Looking at the registration everything does look fine as it has updated again this morning.

Can you confirm who your ISP is and what router setup you are using (Home Hub 3, DrayTek ETC)

James

[timw2000]

Hi,

My ISP is Plusnet, I'm on their Fibre product (have been for two years now without issue with my VSS). My router is a Netgear WNDR3700, I've never had to open the relevant ports before, but opened them up two days ago as a test - this has made no difference.

Thanks,

Tim.

[timw2000]

Hi, So what are the next steps? Replacement hardware?