VSS1 and Airport Extreme Issues

[Cloudspotter]

Hi Vodafone

I have a VSS 1 s/n 21227737372 connected to a Apple Airport Extreme router and I am only getting the flashing power light. I have tried reset etc as per the troubleshooting guide on the forum but no change. The VSS was previously connected to the same network via an Airport Express further downstream of this central router and worked OK. Can you please advise on current status of VSS and tests to perform to identify the issue. I am running OSX 10.9.2?

Thanks

[Retired-Matt_Vo]

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

Matt
Moderator

[Cloudspotter]

I’ve completed the steps in the Troubleshooting thread.

Details you request as follows:

Speed Test Results:

Ping 24ms

Download: 10.63 Mbps

Upload 3.45 Mbps

Ping Test:

Ping 119 ms

Jitter 64 ms

IP Address:

109.234.182.151

VSS 1 Serial Number

21227737372

Traceroute results here:

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  192.168.29.1 (192.168.29.1)  0.496 ms  0.303 ms  0.282 ms

 2  109.234.182.129 (109.234.182.129)  6.563 ms  8.493 ms  21.101 ms

 3  84.45.117.241 (84.45.117.241)  24.066 ms  31.364 ms  35.336 ms

 4  cg1-cg3.c4l.co.uk (84.45.90.30)  34.501 ms  37.550 ms  22.907 ms

 5  cg3-wolverine.net.c4l.co.uk (82.197.78.38)  35.470 ms  39.034 ms  28.606 ms

 6  wolverine-swanzo.blue.net.c4l.co.uk (84.45.23.25)  26.820 ms  37.386 ms  29.318 ms

 7  swanzo-ringo.blue.net.c4l.co.uk (84.45.23.26)  54.285 ms  45.961 ms  31.650 ms

 8  ae3-300.lon25.ip4.tinet.net (77.67.94.101)  35.775 ms  108.923 ms  27.111 ms

 9  xe-7-3-0.lon11.ip4.tinet.net (89.149.186.21)  62.318 ms  28.557 ms  48.570 ms

10  ae9-xcr1.lns.cw.net (195.2.22.217)  34.220 ms  28.310 ms  23.847 ms

11  * * *

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[Retired-James]

Hi Cloudspotter,

This could be related to the hardware as outlined in this thread.

As everything else looks ok with the tests you’ve done, can you test this on a different internet connection to rule out a faulty Sure Signal box?

James

[Cloudspotter]

We have two sure signal boxes, one connected to the main Airport Extreme box and one connected to an Airport Express box downstream of the Airport Extreme. We can interchange them and the VSS connnected to the Express box works, but the one connected to the Extreme box never does, showing that both VSS boxes are OK but there is an issue with the box connecting to the Extreme. Suggestions?

[Cloudspotter]

Can you also please confirm if the VSS box has connected with the network and if not what steps can be taken to resolve the issue? Thanks

[DaveCD]

Hi Cloudspotter

Sure Signal works with the vast majority of broadband routers, but we cannot guarantee its use with every router.

If you're able to try this on another connection at a friend or family members, we'll be able to rule out the router as part of the problem.

You mention that you can switch the Sure Signal boxes between routers, can you confirm which serial number is now connected to which router.

DaveCD

[Cloudspotter]

Hi DaveCD

Thanks for the reply.

I understand that you cannot guarantee the use of the VSS with every router but as the support team you must be aware if it is compatible with common routers like Apple Airport?

Currently:

Airport Extreme main router has VSSv1 s/n 21227737372

Airport Express downstream router has VSSv3 s/n 40134715198

Both registered to our address.

Please advise next steps.

Cloudspotter

[Ben_H]

Hi Cloudspotter,

As it's the downstream that's causing the issue, I'm afraid we can only recommend your speaking to Apple who made the device. 

The troubleshooting you've performed has confirmed that it's neither of the Sure Signal devices that are at fault. 

If Apple ask for any details not covered in this post or in the troubleshooting guide, don't hesitate to let us know. We'll be happy to get you whatever information they need to fix this for you.

Cheers, Ben

[Cloudspotter]

Hi Ben

That's quite a cop-out.

I'm asking for support on a Vodafone device that it's clear from these message boards is one of the most difficult pieces of comms technology to configure, trying to connect it to a mainstream apple product that they sell millions of every year and works immediately it gets switched on and your reply is 'speak to apple'.

Thanks!