Adding numbers to Sure Signal

[jasond79]

I registered a VSS box yesterday and I am still unable to add any users phone numbers and I keep getting this message:

Sorry we are not able to process your request because of following errors in your form.

• Sorry, we're having a technical problem at the moment. Please try again in a few minutes. If you keep seeing this message, please contact us through the help centre.

The serial number of the VSS is 40124234267 and the numbers I am adding are Vodafone users

[Retired-Matt_Vo]

Hi 

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

Matt
Moderator

[jasond79]

Thanks for the info although I have VSS version 3 which is not listed on your Help section ?

Cheers

Jay

[Retired-Kay]

Good Morning jasond79, 

If you're still getting this error message then we'll be happy to call to sort this out for you. 

Please follow the instructions in the private message I've just sent you, once we have your email a member of the team will be in touch.

You can find your PM inbox here.

I look forward to hearing from you shortly. 

Kay

[jasond79]

Hi

I noticed that Version 3 has now been added to the trouble shooting guide.

Sorry for the late reply but below are the answers to your questions:

Speedtest.net:

Down - 24.63mbps

Up - 1.55mbps

Ping test:

27ms

Traceroute:

C:\Users\User>tracert 212.183.133.177

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

  1     7 ms     8 ms     7 ms     10.14.88.1

  2    10 ms     9 ms     9 ms    basl-core-2b-ae10-721.network.virginmedia.net [8 1.96.2.1]

  3    13 ms    10 ms    13 ms  popl-bb-1b-ae11-0.network.virginmedia.net [81.96 .0.149]

  4    14 ms    13 ms    34 ms  nrth-bb-1a-as1-0.network.virginmedia.net [213.10 5.64.17]

  5    26 ms    12 ms    14 ms  nrth-tmr-1-ae1-0.network.virginmedia.net [213.10 5.159.30]

  6    40 ms    48 ms    29 ms  fran-ic-1-as0-0.network.virginmedia.net [62.253. 185.81]

  7    36 ms    31 ms    31 ms  FFMGW4.arcor-ip.net [80.81.193.117]

  8    38 ms    35 ms    34 ms  92.79.213.133

  9    34 ms    30 ms    30 ms  92.79.213.154

 10    39 ms    29 ms    36 ms  85.205.116.6

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16  ^C

C:\Users\User>

Serial Number:

40124234267

Cheers

Jay

[Phil]

Hi jasond79,

Thanks for coming back to us.  Have you now managed to add users onto My Account?  If not then this would be an issue with your My Account rather than the Sure Signal itself and so you'll need to contact us via the details Kay sent above. 

I've checked the Sure Signal - it hasn't made contact with the network yet but was only registered first thing this morning?  If you're confident it's all set up correctly could you try it on another location and let us know how you get on please?

Cheers,

Phil

[jasond79]

I am still unable to add numbers and still keeps showing the error, I re-registered the VSS thismorning to see if that made any difference, so I will leave it 24 hours or so and fingers crossed this starts working.

I have 2 VSS registered under my account and the 1st one works fine so this is not a problem with the online account itself.

Cheers

Jay

[Phil]

Hi jasond79,

I can see that you did make some changes to the Sure Signal set up yesterday morning however it's still not connecting to the network which means there is something your end stopping the access. 

Could you remove any security passwords/firewalls that you have in place for a short period of time and then see if it connects?

Alternatively you will need to try it at a different location to see if it connects. 

Thanks,

Phil