Steady power light only

[larag]

I've had problems with my VSS (1st Gen) for over a month now and having tried everything to get it up and running again, I am now unable to do anything more myself!

I have the constant power light, ethernet connection is fine; I have rebooted the router and reset the VSS, but still have no joy, terrible reception and call drops.

Router: Sagem 2504N

ISP: Sky

VSS Serial: 21230716058

Speed: 4.93Mbps (d); 0.67Mbps (u)

Ping: 35ms

IP: 176.250.165.157

Thanks for any help in advance.

[Retired-Kay]

Hi larag,

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

Kay

[larag]

HI Kay

Thanks for the link - I have already worked through all options over the past month or so.

Can you please tell me how to run the VSS traceroute on a Mac as I'm not using a PC. All other info is below.

Many thanks.

Router: Sagem 2504N

ISP: Sky

Speed: 4.93Mbps (d); 0.67Mbps (u)

Ping: 35ms

IP: 176.250.165.157

VSS Serial: 21230716058

[larag]

I figured out how to run the traceroute on my mac...

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  skyrouter.home (192.168.0.1)  373.987 ms  3.044 ms  3.049 ms

 2  * * *

 3  ip-89-200-131-248.ov.easynet.net (89.200.131.248)  177.932 ms  123.173 ms  99.087 ms

 4  te0-6-0-0.er10.thlon.ov.easynet.net (89.200.134.211)  54.248 ms  74.791 ms  59.916 ms

 5  195.50.122.113 (195.50.122.113)  104.148 ms  58.500 ms  41.383 ms

 6  195.50.122.66 (195.50.122.66)  112.967 ms  45.477 ms  56.101 ms

 7  85.205.116.10 (85.205.116.10)  57.808 ms  55.190 ms  56.389 ms

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[Retired-Andy]

Hi larag,

Thanks for the information you’ve provided.

Your upload and download speeds are fine and your IP address is on our whitelist so there are no problems there.

The traceroute figures are a little high, but still not a major cause for concern.

Your Sure Signal connected to our servers at 03:22 today, are you still facing the same issue?

To make sure your Sure Signal is as up to date as possible, I’ve just forced a resync of your device.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[larag]

Thanks Andrew - I've reset so will let you know how it goes. I noticed the @ light came on briefly last night but I still have virtually no phone signal & dropped/missed calls (gone straight to voicemail as no reception)! Will report back later on!