VSS version 3 stopped working

[swilsher]

Serial number: 40132104254

VSS version 3 stopped working a few days ago. The unit shows the red power light and no other lights at all. I've tried a factory reset and checked all connections to the router but no noticeable difference. I'm just getting a solid red power light.

Please advise what I should do next.

Speed test results: Ping 19ms, Download Speed 41.69 Mbps, Upload Speed 14.16 Mbps

Ping test results: Ping 16ms, Jitter 1ms, 0% packet loss

External IP address: 81.174.251.47

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

  1     1 ms    <1 ms    <1 ms  192.168.1.2
  2    26 ms    15 ms    24 ms  lo0-central10.ptw-ag01.plus.net [195.166.128.195]
  3    16 ms    14 ms    14 ms  link-b-central10.ptw-gw02.plus.net [212.159.2.146]
  4    16 ms    13 ms    13 ms  242.core.access.plus.net [212.159.0.242]
  5    13 ms    14 ms    13 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6    19 ms    18 ms    14 ms  lndgw2.arcor-ip.net [195.66.224.124]
  7    15 ms    15 ms    14 ms  85.205.116.2
  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.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

[Jenny]

Hi swilsher,

I’ve checked your serial number and this is showing as not connected since 5 September.

I’ve therefore re-synced this for you today. Please complete this process by performing a factory reset as follows:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour.

Let me know how you get on.

Thanks,

Jenny