Version 3 VSS not connecting

[stephen_davies]

Hi All, 

My Suresignal V3 is no longer connecting to the internet, I just get a static powerlight and a flashing Internet light. 

My VSSv3 serial number is 40130415959

My IP is 91.135.12.214

My connection speed is 4.80 Mbps Down, 0.68 Up and 65 ms ping.

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 192.168.8.1
2 30 ms 29 ms 30 ms telehouse-gw4-lo1.idnet.net [212.69.63.98]
3 30 ms 31 ms 30 ms telehouse-gw6-gi3-401.idnet.net [212.69.63.182]

4 32 ms 34 ms 34 ms ldngw1.arcor-ip.net [195.66.224.209]
5 31 ms 32 ms 31 ms 85.205.116.6
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.

The suresignal has a static IP on my local network and that IP is configured on the router to allow all incoming traffic to it. All outgoing traffic is unfiltered and unblocked.

I can see in the router logs connections begin made to 212.183.131.131:4500

[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:23
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:22
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:20
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:20
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:20
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:16
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:15
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:14
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:23
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:16

Any help to get this resolved would be greatly received as this has now been down for around a week.

Thanks 

Stephen

[Retired-Andy]

Hi SgtBilko,

You’re welcome and thanks for the update, it’s great to see your Sure Signal is now working properly for you.

Hi pludlo,

The lights you’re seeing show that the Sure Signal is being configured.

This process can take up to 6 hours and if interrupted, it’ll start from scratch again.

I’ve checked your serial number and can see it connected to our servers this morning at 03:23, is everything now working correctly for you?

Thanks

Andrew

[pludlo]

Hi Andrew - thanks - sorry its no different much that I would it were - its so frustrating that it worked for so long - please let us know where to go from here - we really need this service but if its not going to work we need our hard earned money back  - help !!

Pludo

[pludlo]

Hi Andrew - just to update after another 24 hours it is no different - in all thi has been the situation for about a week in different locations. We have had no sure signal for about 2 weeks. Wondering why it worked so well for such a long period. As ever you guidance would be much appreciated.

Pludlo

[pludlo]

Still no change here - out of interest what was the purpose of trying the box on other peoples' internet connections and what have you learned from the results? Help please!

pludlo

[pludlo]

Arghhhh - the lights have changed - this is like watching an Andy Warhol film; nothing happens for days then!!! It is now showing Red;flashing; Internet:off; In service :off; In use : solid orange. I am spending more time on this box than my work. Please help - could it be that its not the world that is at fault but the box??

Pludlo

[Retired-James]

Hi pludlo,

The reason that we ask users to try this on a different internet connection is to rule out a faulty box.

As you’ve had the same issue on another connection, and still getting only the flashing power light, I’d say the box is faulty.

The next thing to do is to send this away for a warranty repair.

James

[pludlo]

James - very sad end to a long painful saga - think we may just get our money back - thanks anyway.

pludlo

[SgtBilko]

I had a power cut over the weekend and now I'm back to solid red light and flashing white.  I have reset the SS3.  Can you resync your end please ?

IP address 86.132.71.147

s/n as before

WHat does a flashing white light mean ?

Thank you

[pludlo]

Hi Kay

Thanks - I have tested the box with neighbour and friends and the result is exactly the same - steady red - slow flashing;off;off. Not sure what to conclude from this - your further advice would be much appreciated as we depend on a good signal.

pludlo

[Nealra]

Hi - My suresignal has stopped working after about 9 months.  I have a power light that is lit correctly and an internet light that is flashing.  I have rebooted the unit, deregistered and then registered the box to my Vodafone account, swapped out the CAT5 cables and nothing has made it better.

Serial number 40123682086

Trace Test results attached

Can you help?

Thanks

Neal