VSS3 - please force a resync

[Emre]

Hi tech team

My VSS3 keeps on trying to connect to Vodafone servers (internet light white, flashing) but no luck. It's been the case for around 12 hours now.

Can you please force a resync? S/N: 40124142577

Many thanks

[Emre]

Results of speedtest and traceroute below, if that helps. Many thanks

speedtest.net results:

ping: 27 ms

download speed: 6.82 Mbps

upload speed: 0.86 Mbps

pingtest.net results:

ping: 34 ms

jitter: 2 ms

external IP address: 86.25.248.172

VSS S/N: 40124142577

traceroute results:

Traceroute has started…

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

 1  192.168.0.1 (192.168.0.1)  3.223 ms  1.456 ms  2.000 ms

 2  host82-14-174-20.not-set-yet.ntli.net (82.14.174.20)  16.378 ms  15.751 ms  18.229 ms

 3  host82-14-173-225.not-set-yet.ntli.net (82.14.173.225)  15.186 ms  14.948 ms  14.524 ms

 4  host82-14-174-107.not-set-yet.ntli.net (82.14.174.107)  15.504 ms

    host82-14-174-99.not-set-yet.ntli.net (82.14.174.99)  23.240 ms

    host82-14-174-107.not-set-yet.ntli.net (82.14.174.107)  15.562 ms

 5  host82-14-174-97.not-set-yet.ntli.net (82.14.174.97)  23.200 ms

    host82-14-174-105.not-set-yet.ntli.net (82.14.174.105)  15.349 ms  14.733 ms

 6  manc-core-2a-xe-1110-0.network.virginmedia.net (86.28.65.49)  23.069 ms

    popl-core-2a-xe-1110-0.network.virginmedia.net (82.14.168.1)  22.454 ms

    manc-core-2a-xe-1110-0.network.virginmedia.net (86.28.65.49)  23.726 ms

 7  manc-bb-1a-ae12-0.network.virginmedia.net (82.15.206.245)  23.562 ms

    popl-bb-1c-ae15-0.network.virginmedia.net (82.14.127.241)  22.569 ms

    manc-bb-1a-ae12-0.network.virginmedia.net (82.15.206.245)  23.478 ms

 8  nrth-bb-1c-ae7-0.network.virginmedia.net (62.253.174.137)  22.689 ms  25.505 ms

    manc-bb-1d-ae0-0.network.virginmedia.net (213.105.159.86)  23.875 ms

 9  nrth-bb-1b-ae11-0.network.virginmedia.net (62.253.174.109)  22.673 ms

    brhm-bb-1c-ae9-0.network.virginmedia.net (62.253.174.129)  26.048 ms  25.294 ms

10  tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18)  24.285 ms *  25.945 ms

11  ldngw1.arcor-ip.net (195.66.224.209)  27.473 ms

    lndgw2.arcor-ip.net (195.66.224.124)  31.663 ms

    ldngw1.arcor-ip.net (195.66.224.209)  27.156 ms

12  85.205.116.2 (85.205.116.2)  31.127 ms  30.340 ms  26.210 ms

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[Ben_H]

Hi Emre,

Thanks for posting the details we need. I've performed a re-sync for you so you'll just need to reset the device to complete the process. Remember it can take an hour or so for it to set up again. Your IP has been validated and all seems well with your traceroute too/

Cheers, Ben

[Emre]

Hi Ben

Thanks for helping with this. Though the VSS box still isn't connecting for some reason.

Still no changes following the resync.

The power light is on solid, and the internet light is flashing suggesting it is trying to connect.

Can you see from your side if the box has ever made connection with the Vodafone servers?

Cheers, Emre

[Phil]

Hi Emre,

Thanks for coming back to us.  Your Sure Signal hasn't ever made contact with us I'm afraid.  This does mean that there's something wrong in your location with the setup. 

Could you try the device in a different location please (such as a friend or family members) to see if it springs to life?

Thanks,

Phil

[cosbie]

Dear All

Our BT home hub was unplugged and now our VSS3 is struggling to re-connect to the internet.  Please coould you force a re-sync.

Serial no. 40130436120

Thanks

[Retired-Dave]

Hi cosbie,

I can see the Sure Signal was resynched after your post and connected just before 8pm. 

Let us know if it's working now.

Dave

[larryc]

Hi

I'm having similar problems and think I need a resync.

Power light is on and internet light slowly flashing.

Download speed 30.15 Mbps, Upload speed 7.97 Mbps

Ping test B*  Ping 15 ms,  jitter 3 ms

Serial no: 40131978609

IP: 151.229.225.129

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     *        *        *     Request timed out.

  2     *        *        *     Request timed out.

  3     *        *        *     Request timed out.

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  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.

 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.

Thanks.

[Retired-Dave]

Hi larryc,

I'm concerned by the traceroute.

Are you using a company computer with it's own security? Alternatively, do you have a VPN (Virtual Private Network) running in the background? The security on these can get in the way.

Dave