VSS v1 issues

[SteveL_81]

Hello,

I have an older version VSS v1 purchased in 2010 that I stopped using approximately a year ago as vodafone appeared to have improved the coverage in my area.

However I have found a "blackspot" in my home office, and as a result keep getting disconnected, so want to start using the VSS again.

Upon getting it plugged in and setup again, it appears to only have a solid power light - with no further activity.

I have been through the following steps from your troubleshooting guide (and other threads) - and left 24 hours after each (I've been working on this for the best part of a week) and still it isnt working....

Steps performed:

• Checked Ethernet connection cable - all OK
• Performed several "resets" (hold power button while power off etc) after router config changes (see below)
• Given VSS a fixed IP on my router and confirmed its attached to router
• Opened ports on router as follows: (TCP&UDP for all) 8, 50, 53, 123, 500, 1723, 4500
• Changed NAT on Wan from Secure to Open
• Set WAN IP to respond to ping

I'm running out of ideas on what I can do to get this to work. I'm pretty sure the router (Netgear DGND 3700) is not the router I had previously when VSS was working years ago, but cant be sure. I can confirm that my ISP is the same however, as that hasnt changed in the best part of 6 years.

VSS Serial number: 21197021815

The activity light on the ethernet port of the VSS seems to indicate activity as its flashing rate is sporadic and not a fixed sequence - however this could simply be router comms to the device rather than WAN activity.

Please help ASAP!!

Steve

[Retired-Andy]

Hi Steve,

Your Sure Signal is showing as active on our systems which is surprising as normally, after this length of time, the unit is suspended in accordance with our Sure Signal Terms and Conditions.

To make sure your Sure Signal is as up to date as possible, I’ve just resynced it for you. To make sure the resync completes, 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

[SteveL_81]

Hi,

I performed the reset as requested at 09:00approx this morning - but the box is still just sitting with solid power light only.

I have also placed the Sure signal into a DMZ on my router - meaning its inbound services are totally unrestricted.

So unfortunately - its still now working

Regards

Steve

[Sukhi]

Hi SteveL_81

Thanks for coming back to us. It looks like we'll need to de-register your Sure Signal completely so that you can register your number again, as I imagine you've upgraded your phone since last using it.

If you could reply back to the PM I've sent you we'll be in touch as soon as we can.

You can find your PM inbox here. 

Thanks

Sukhi

[SteveL_81]

So after numerous conversations with "technical support" - VF came to the conclusion that my Sure Signal has been suspended - and that they cannot unsuspend.

Much angered by this, I have been out and bought a brand new sure signal box (serial 40131013530).

I have since registered this new VSS, and it DOES NOT work.

I'm furious, because I suspect this one isnt working for the same reason my old one isnt working, and Ive just wasted £100!!!

Please contact me ASAP with a technical person who knows router requirments for your product - and has the ability to diagnose online. I'm in the IT trade myself and am by no means a novice to this - the service from VF here is totally unacceptable.

If this matter is not resolved shortly, i will be re-evaluating my personal mobile contract (ive been a customer for over 8 years) and will be taking my employers contract which im responsible for (over 300 handsets + 50 dongles) to another provider.

Steve

[Retired-James]

Hi SteveL_81,

The original Sure Signal is not showing as suspended at all so I’m not sure why you have been told that it is.

Looking at the registration from both Sure Signals, neither have connected to the server recently which is normally caused by either something being blocked by the ISP or an issue with the router setup.

Firstly I would look at returning the new Sure Signal for a refund if it is less than 7 days old as there is no need for this unit.

So that we can see what is happening with the connection please can you confirm the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

Your Internet Service Provider (ISP)

The results of a traceroute.

The Sure Signal serial number that you are using:

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

James

[SteveL_81]

James,

this information was given to VF yesterday on a combination of Email and Phone.

As I'm sure you can appreciate, I'm not entirely keen on posting my public IP on a public forum when i have stipulated what router I'm using and the fact I've a DMZ device on the IP.

[SteveL_81]

And Finally - after 15 phone calls, being told the device is suspended, the device is faulty, the device is unrequired...... the answer!!!!

A 3rd line vodafone technician gave me the below - im sure this will be handy to others hence im sharing...

Check the following settings as they are pre-requisites for router / ISP settings

Static IP on router

Assign a static IP to the Vodafone Sure Signal Device on your router using the MAC Address on the back of the Sure Signal Device

Ports

This is a defined list of required ports by VSS

"Open the following ports (Incoming & Outgoing) for the Sure Signal assigned IP Address:

Port TCP/UDP Protocol Use
8 TCP + UDP N/A Keep alive uses this unassigned port to ensure the VSS is active

50 TCP + UDP Encapsulation Security Payload (ESP) ESP is used to transmit encrypted data

123 TCP + UDP Network Time Protocol (NTP) NTP is used to synchronies transmissions

500 TCP + UDP Internet Security Association and Key Management Protocol (ISAKMP) ISAKMP firstly handles the encryption of transmissions but also defines the header structure and how the data payload will be formatted

4500 TCP + UDP IPSec NAT Traversal Works in Conjunction with port 500 but dealing specifically with VPN control

1723 TCP + UDP Point to Point Tunneling Protocol (BT Home Hub Only) The PPTP through port 1723 is used to establish a VPN connection"

Router Settings / ISP

This is the bit that has been missing in my dilemna - my router was set to PPPoE and not PPPoA

"Please verify from your Service Provider that they are using PPPoA as authentication & not PPPoE as the Sure Signal is only supporting PPPoA authentication"

Vodafone - You need to make this better known - as PPPoE is the default setting for most Netgear routers and would have saved me £100 and 3.5 weeks of distress had it been laid out upfront.