1 phone with a 3g signal and 2 other registered phones failing to get 3g

[barmouthlad]

i'm the owner of a vss and my blackberry connects fine with a 3g signal, my other 2 registered users are no longer able to recieve 3g signals from the my vss box!

I've taken the other 2 mobiles to where they are registered to another vss box at a different address and they connect fine.

have tried a vss factory reset and also rang for a box re sync and still no sucess at getting the other 2 mobiles to recieve a 3g signal 😞

seriel number 21197066042

speed test = 6.88mbps

ping test = grade a excellent

Please please help!

[Retired-Andy]

Hi barmouthlad,

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

Andrew

[barmouthlad]

hi andrew

as requested

ping 47ms

download speed 6.81mbps

upload speed 0.38mbps

ping 42ms

packet loss 0%

jitter 2ms

grade A result

ip address 46.208.111.93

seriel number 21197066042

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Igglepiggle>tracert 212.183.133.177

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

  1    21 ms    98 ms    98 ms  dsldevice.lan [192.168.1.254]
  2    45 ms    40 ms    39 ms  lo0-central10.ptn-ag02.plus.net [195.166.128.191
]
  3    40 ms    40 ms    38 ms  link10-central10.ptn-gw02.plus.net [84.93.248.17
8]
  4    39 ms    38 ms    38 ms  xe-1-2-0.ptw-cr02.plus.net [212.159.1.30]
  5    39 ms    39 ms    39 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6    41 ms    41 ms    42 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  7    40 ms    39 ms    41 ms  85.205.116.10
  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.

[Retired-Andy]

Hi barmouthlad,

Thanks for the traceroute, everything looks fine with it.

I’ve checked against our systems and can see that we’ve deregistered, re-registered and also performed a resync of your Sure Signal. Can you confirm these processes have now resolved your query? Also, if you’ve not been advised to do so, can you perform a factory reset:-

• Hold down the reset button until all the lights show (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

Andrew

[Retired-Dave]

Hi barmouthlad,

The upload speed is close to the functional minimum and the first step on the traceroute is quite high, but they are within workable parameters, and the other handset is fine, so the connection should be OK. I wouldn't try it with anything else actively using the broadband connection, though.

With that in mind, can you confirm if the other phones work if there is nothing else connected to the router at the time?

I also note that you have tried deregistering and re-registering quite quickly a couple of times. The system can take a little time to refresh after any changes, and because of this switching something back too quickly can mean that the change is missed - the status just seems to be the same as it was at the start, so there's no real benefit to the change.

Because of this, after any big change a factory reset is generally advised:

• Hold down the reset button until all the lights show (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.

I can also see that the Sure Signal was resynched yesterday. Did you try a factory reset after this was done?

Dave

[barmouthlad]

Dave / Andrew

Thanks for your help, I have performed a factory reset several times including one today and still im still the only user able to get a 3g signal.

I have brought into my house a vss box which belongs to my parents and connected this to my router , this is registered with the same users and we all  get a 3g signal from this other vss box.

Why am i the only user able to get a 3g from my box? this issue has been going on for several weeks and we even had the sim changed in my partners phone.

Has vodafone recently performed a software update and rendered my box fit only for the bin?

your help and advice is appreciated.

[barmouthlad]

in addition to my previous message, this evening i've taken my VSS box to my parents house, disconnected there VSS and connected my VSS.

And............

only my phone will connect and recieve a 3g signal

my partners phone and my mothers phone did both achieve a 3g signal for approx 2 seconds and then there mobiles revert back to SOS calls only!

[Retired-Lee]

Hi barmouthlad,

Thanks for your post.

Seeing that the VSS provides a 3G signal to your device means that it's working ok.

How old are the SIM cards in the other two devices that are not seeing a stable connection to the VSS? Could you try replacement SIM cards?

Cheers,

LeeH

[barmouthlad]

the sim card has all ready been replaced twice in one of the mobiles that is not recieving the 3g signal. this has failed to correct the problem.

the 2 users that are registered to my VSS that are unable to recieve a 3G signal are able to recieve a 3G signal perfectly at another VSS box located at my parents house, so surely if its a defective sim card then you would not recieve a 3g signal from any VSS box!

[barmouthlad]

Do i presume correctly that as the tech guys have not replied since the 14/11 they have stuck there heads in the sand and hoped that my VSS problems will have just disappeared?

I CAN ASSURE YOU THEY HAVE NOT!!