VSS v3 - not working

[FourCandles]

I've got a SS v3 with the following lights:

1 - Power - Red blinking

2 - Internet - Off

3 - In Service - Orange blinking

4 - In Use - Orange blinking

The SS is on a fixed local IP address and all port forwarding has been set up.

External IP is 164.39.139.241

S/N: 43151218567

Tracert:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms my.router [192.168.1.1]
2 18 ms 18 ms 18 ms 88.215.57.240
3 18 ms 18 ms 18 ms 88.215.57.185
4 18 ms 18 ms 18 ms 164.39.240.64
5 18 ms 18 ms 18 ms gamma-telec.car1.manchester1.level3.net [212.187
.137.230]
6 97 ms 19 ms 18 ms te-4-2.car1.manchester1.level3.net [212.187.137.
229]
7 25 ms 25 ms 24 ms ae-115-3501.edge3.london1.level3.net [4.69.166.1
30]
8 40 ms 25 ms 25 ms cable-wirel.edge3.london1.level3.net [212.187.13
8.158]
9 25 ms 25 ms 25 ms ae22-xcr1.lns.cw.net [195.2.30.61]
10 * * * Request timed out.
11 * * * Request timed out.

I've tried resetting the VSS (hold reset for 30 seconds and release) but still the same issue.

Help!

[FourCandles]

And speed test results:

DOWNLOAD

24.44Mb/s

UPLOAD

7.84Mb/s

[Sukhi]

@FourCandles

Can you confirm you've opened the following ports on your router?

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

If it still doesn’t start working after this, please try resetting the device:

1. Unplug the Ethernet cable from the Sure Signal
2. Locate the button on the base of the box next to the Ethernet ports
3. Press and hold the button for approximately 30 seconds
4. Once the lights come back on, release the button
5. Plug the cable back in
6. Allow around one hour for the Sure Signal to come back online.

[FourCandles]

Hi,

It's still not connecting, still the same lights. As I mentioned already, I've done a reset using the reset button as described.

I've set most of the ports up for port forwarding to the SS, which is on a fixed IP on the local network. 

I can't change some of them, for example port 1723 is in use for the VPN service. 

In most other posts I've read there are ports that are required for only certain routers, e.g. some from Virgin and BT, and as I'm not using those routers and am not with those ISPs I've not added those specific ports.

Can you confirm whether you're seeing my SS hit your servers?

Do you need to do a manual re-sync?

Thanks.

[FourCandles]

Hi,

Any update on this? It's quite infuriating.

[Mark]

@FourCandles

I do apologise for the delay in our reply.

I’ve spoken  to our tech team regarding this issue, they’ve checked and can see you Sure Signal’s struggling  to download a software update.

This could be down to a faulty Ethernet cable, please connect your Sure Signal using a different cable.

If the cable isn’t faulty, please try your connecting the Sure Signal in a different location. Once you’ve gained a connection try it at home again.

If you’ve tried both of these and this doesn’t resolve the problem, please contact customer services on 191 from a Vodafone phone or 03333040191 from any UK line - they’ll be happy to go through some live diagnostics which will help resolve your problem.