Sure Signal stopped working after phone upgrade

[philc123]

I've recently changed phone to the iPhone 6.
Previously to this I had the iPhone 4S. The VSS worked fine for myself and my wife (iphone 5S).

Since I've had the iPhone 6, the VSS hasn't worked on my phone.
I've reset the box, de registered the box, reset my phone.
I've also called Vodafone, I was told to turn off 4G and reset the phone, whilst in the background they would resync the box.
I've done this and still no service and now the wife has lost service.

All the lights are on correctly on the VSS.

Could you please look into this, my box number is - 21223150083.

Really need this service back up and running asap.

Many thanks

[Gemma]

Hi philc123,

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.

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,

Gemma

[philc123]

Hello Gemma

Thanks for the reply.

My router is downstairs, the pc upstairs, I use Ethernet plugs to connect to the router downstairs so my speeds are lower.

However, my download is - 7.69, upload is 2.96

My Ping is - 31ms, my jitter is 2ms, I was unable to acquire a Packet Loss reading (again, probably due to not being hardwired into the router).

My IP - 92.239.244.95

My IPV6 - ::ffff:5cef:f45f

And the details of the VSS Traceroute are as follows -

C:\>tracert 212.183.133.177

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

  1    47 ms    21 ms    38 ms  cpc1-know11-2-0-gw.know.cable.virginm.net [92.23
9.244.1]
  2    14 ms    10 ms    10 ms  know-geam-1a-ge37.network.virginmedia.net [81.97
.114.61]
  3     9 ms     9 ms    10 ms  pres-core-2a-ae10-0.network.virginmedia.net [195
.182.178.145]
  4    43 ms    49 ms    28 ms  leed-bb-2a-ae5-0.network.virginmedia.net [62.254
.42.25]
  5    28 ms    28 ms    29 ms  nrth-bb-2b-ae0-0.network.virginmedia.net [62.254
.42.54]
  6    25 ms    21 ms    23 ms  nrth-bb-1b-ae1-0.network.virginmedia.net [62.254
.42.218]
  7    25 ms    27 ms    29 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  8    31 ms    25 ms    34 ms  ldngw1.arcor-ip.net [195.66.224.209]
  9    26 ms    29 ms    29 ms  85.205.0.86
 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.

C:\>

I hope this is of help and look forward to hearing back from you, fingers crossed this can be fixed soon.

Kind regards

Phil

[Retired-Laura · Accepted solution]

Hi Philc123,

Thanks for posting this information.

I’ve checked and it appears that you’re on an older version of Firmware.

I’ve sent an update to the Sure Signal.

Please leave the Vodafone Sure Signal plugged in and turned on for 24 hours, after this time turn the Sure Signal off and back on and do a hard reset on all devices that are registered to the Sure Signal.

Cheers,

Laura

[philc123]

Many thanks.

I've not turned the VSS off as I've noticed both our phones are now working.

Thanks for your assistance