Version 3 VSS (Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

[ally_p]

Hi,

The VSS has been working until the last couple of weeks. We had speed issues with the ISP (Vodafone Broadband) when the speed dropped to 500K but that has been resolved. I have tried the VSS on a connection at work and it connected OK. Nothing has changed on my router.

Speedtest.net reported ping 26 ms, download speed 12.81 Mbps, upload speed 0.85 Mbps

Pingtest.net  line quality B* Ping 53 ms, Jitter 30 ms

external IP 95.152.237.171

VSS serial number 40132740651

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

  1     5 ms     1 ms     1 ms  www.routerlogin.com [192.168.0.1]
  2    25 ms    24 ms    24 ms  135.196.70.7
  3     *       24 ms    24 ms  135.196.44.109
  4    25 ms    25 ms    25 ms  xe-0-0-0.jar-004.thn.uk.mdnx.net [135.196.65.23]

  5    25 ms    26 ms    30 ms  xe-0-1-0.jprg-01.thn.uk.mdnx.net [135.196.65.115
]
  6    40 ms    42 ms    41 ms  lndgw2.arcor-ip.net [195.66.224.124]
  7    39 ms    39 ms    41 ms  85.205.116.6
  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.

Router is Netgear DG834G and as I said no config changes have been made and was working until the last couple of weeks.

Any ideas?

Thanks

[Retired-James]

Hi ally_p,

This is normally attributed to a poor broadband connection.

As you’ve had issues with your speeds which are now resolved, please perform a factory reset on your Sure Signal to reinitiate the connection and setup.

Reset your Sure Signal:

For version 3:

-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.

James

[ally_p]

Hi James,

I should have said in my original post that I did try resetting it over the weekend with no success. I have tried again and I still have the same problem.

Any further suggestions.

Thanks

[Retired-Kay]

Hi ally_p, 

Has the light sequence changed at all?

As James mentioned this is down to your Internet connection so I'd recommend speaking to your ISP for further help. 

Thanks,

Kay          

[ally_p]

Hi Kay,

No change on the lights.

A call has already been raised with Voda BB and has been escalated to 3rd line support.

Is there any chance the external IP is not on the whitelist.

Its  95.152.237.171

Thanks

[Retired-James]

Hi ally_p,

Thanks for getting back to us.

Although this looks like something is being blocked on your internet connection, I’d like to get things checked on our end for you.

So we can do this, I’ve passed your details over support teams to see if there is anything we can do from our end.

James

[Retired-James · Accepted solution]

Hi ally_p,

This should now be resolved.

Please can you plug the Sure Signal in and perform a factory reset?

Reset your Sure Signal:

-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.

Thanks

James