VSS V1 Connection Issue

[MikePS]

Recent changed two mobile phones connected to my VSS V1. Despite waiting the alloted time and re-booting the SS they failed to pick up the SS signal. Two existing handsets continued to work fine. Multiple calls to Vodafone vis handsets and SS did not resolve the problem.

Have followed instructions in this forum to re-boot the SS. SureSignal goes into flasing light mode as follows 123(on), 2(on), 13(on) which I believe indicates s/w download. It then goes into 12(on), 2(on), 1(on). Despite waiting overnight the SS does not then connect. Have tried de-registering SS andre- registering SS but to no avail, just goes into the same s/w download mode but does not then connect.

SS is connected to a NetGear DGND3700v2 via an ethernet cable. As it worked previously with two handsets I assume the setup of the router is OK but I have followed a thread here to assign it a static IP, open ports 8, 50, 123, 500, 4500 to (TCP/UDP), it is also in PPPoA mode. ISP is Zen and the SS serial number is 2122961830.

I really need to be able to make and receive calls at home so I'd appreciate a quick response if at all possible.

[MikePS]

SS Serial number is 21229618380

Trace route says:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 2.190 ms 1.791 ms 1.671 ms
2 losubs.subs.dsl3.th-lon.zen.net.uk (62.3.84.25) 32.497 ms 33.889 ms 33.162 ms
3 ge-0-0-0-117.cr2.th-lon.zen.net.uk (62.3.84.197) 33.665 ms 33.775 ms 32.661 ms
4 ldngw1.arcor-ip.net (195.66.224.209) 37.890 ms 122.416 ms 34.798 ms
5 85.205.116.14 (85.205.116.14) 34.630 ms 36.594 ms 34.336 ms

[Retired-Kay]

Hi MikePS, 

I can see the Sure Signal registered this morning. 

To make sure everything is as up-to-date as possible, I’ve just resynced your device for you so, please 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 lights display release the reset button.
The Sure Signal will come online in around 1 hour.

Thanks, 

Kay

[MikePS]

Thanks Kay, however more than two hours since reset and I still have the same sequence of flashing lights ie

SureSignal goes into flasing light mode as follows 123(on), 2(on), 13(on) which I believe indicates s/w download. It then goes into 12(on), 2(on), 1(on). Seems to be cycling through this pattern and never settling into the normal 124 (on) mode. I have re-booted my router as well and gone to the same sets prior to experiencing this problem.

Really need some more help to resolve this problem as soon as possible. Happy to run whatever test you suggest.

Thanks

Mike

[MikePS]

Kay,

Couple of other further pieces of information that may help, my internet connection is PPPoA and I have UPnP enabled on my router and no port forwarding rules enabled for the SS.

Mike

[Retired-Andy]

Hi MikePS,

Thanks for the update. The next thing would be to try your Sure Signal on a different internet connection (a family member, neighbour etc). If it works there, then it would indicate there’s something in your current set up that’s preventing it from maintaining a stable connection to our servers.

If the unit doesn’t work on this other connection, then it would indicate that it may be faulty. Unfortunately your Sure Signal is out of warranty so we could repair it at a cost of £65 or you could look at purchasing a new one from store or online for £100.

Thanks,

Andrew

[MikePS]

OK Andrew,

I will try that in the next 48 hours but in the mean time are there any diagnostic test you could advise me to run that would help diagnose the problem. It was stable and operating fine on two handsets as I indicated prior to resetting in an attempt to connect two new hansets with new sims so I am a little doubtful that it is a hardware issue with the SS.

Mike

[Retired-James]

Hi MikePS,

Other than the usual traceroute, there aren’t much else we can test other than a different Ethernet cable.

However, if it keeps going through the light cycle then it would suggest a hardware fault.

James

[MikePS]

James et al,

Well my SS booted and stabilised around a neighbours house - lights 124(on) so my surmise is I either have a cable issue (will replace) or router config problem or route issue. Once again my router is a NetGear DGND3700v2 (UPnP enabled and Internet connection PPPoA), ISP is ZEN, and again trace route says: 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 1.700 ms 1.035 ms 0.813 ms
2 losubs.subs.dsl2.th-lon.zen.net.uk (62.3.84.21) 32.149 ms 129.734 ms 114.533 ms
3 ge-0-0-0-115.cr2.th-lon.zen.net.uk (62.3.84.189) 32.689 ms 113.908 ms 61.211 ms
4 ldngw1.arcor-ip.net (195.66.224.209) 245.097 ms 34.731 ms 36.347 ms
5 85.205.116.14 (85.205.116.14) 97.084 ms 37.408 ms 34.590 ms
6 * * *

Been without this now for four days, would really appreciate some new insight please to get this resolved.

MikePS

[MikePS]

Tech Team

Was really hoping to hear something from you today so I could try it out this evening. Please come back with some suggestions.

Mike PS