Could you Please Force a Resync of my VSS.

[JayK]

Hello,

I have been having trouble with my VSS (the upright unit), whereby my Blackberry kept losing the 3G signal, so I have now changed to a Samsung Galaxy SIII.

I have tried resetting the unit by the factory reset button procedure - but it doesn't help, so reading some of the posts on here - it seems it may need what is termed a forced Resync from your side.

The serial number for my unit is as follows: 21223461761, and it was registered on 22/05/2010.

Kind regards

Jay

[Phil]

Hi JayK,

We can certainly arrange a resync for you and this has just been done. 

To make sure this completes successfully, please perform a factory reset on it by:

• Holding down the reset button until all the lights show (about 30 seconds)
• Keeping the reseet 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

Many thanks,

Phil

[JayK]

Hi Phil

Thanks for doing this for me, it is appreciated!

I have followed all points mentioned, but alas - my phone still drops the signal as did my previous device, so i feel there is something wrong with the VSS device.

The system worked very well for the first year (approx), but then we started to see this issue happen with my devices (phones), which I first thought it was the phones, but after using 3 different models now - it is pointing more towards the VSS.

Do you have any other ideas as to how I prevent this from happening - or will I need to buy another VSS?

Many thanks for your time.

Kind regards

Jay

[Retired-Dave]

Hi JayK,

Don't worry, there are other things we can check for you to see what's happening.

Can you provide the following details for me so we can get a fuller picture to work from?

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

Dave

[JayK]

Hello Dave

Apologies for the delay!

The results you asked for are as follows:

Download Speed: 5.33 Mbps

Upload Speed: 0.37Mbps

Ping 42ms (from the Speedtest site).

Ping Test Site

Ping: B* MOS 4.32

Ping: 39 ms

Jitter: 4ms

Distance 200 miles

Ext IP 86.137.32.171

Results from CMD Prmt:

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Jay>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    88 ms    99 ms    98 ms 

  2    22 ms    23 ms    22 ms  217.47.13.186

  3    22 ms    22 ms    23 ms  217.47.13.161

  4    25 ms    25 ms    25 ms  213.1.69.26

  5    25 ms    26 ms    25 ms  31.55.164.215

  6    25 ms    25 ms    25 ms  31.55.164.109

  7    25 ms    26 ms    25 ms  acc2-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.248.242]

  8    33 ms    31 ms    31 ms  core2-te0-15-0-15.ealing.ukcore.bt.net [109.159.248.162]

  9    29 ms    30 ms    30 ms  peer1-xe10-1-0.telehouse.ukcore.bt.net [109.159.254.110]

 10    35 ms    34 ms    34 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 11    32 ms    31 ms    30 ms  85.205.116.10

 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.

Hope this helps

Kind regards

Jay

[Retired-Lee]

Hi there JayK,

Thanks for your post.

Can you confirm whether the VSS drops connection all of the time or is it an intermittent issue?

Your upload speeds are ok but if there are other devices connected to the router and competing for bandwidth then the VPN to our servers might not be sustainable.

Is it possible for you to log in to your router and give the VSS a higher priority? I'm afraid I can't tell you how to do this but your router manufacturer or ISP may be able to help.

Cheers,

LeeH

[JayK]

Hello Lee,

Thanks for the reply.

The issue is a continuous one now, whereby nothing else has changed in terms of items added in the home that uses the router. We have never had this issue when the device was first installed - thus I am not certain it is anything to do with the line speed to be honest, as the problem is still there if nothing else is using the bandwidth.

I will look at the router hierachy to see if I can make any difference.

Regds

Jay

[JayK]

Hi

After reading through many more posts on this VSS issue, it is pointing in the direction of the updates taken place by Vodafone, as I have the usual 3 lights on solid, but the phones did not / do not get the 3G signal like so many others. We exchanged two phones for the iPhone and Galaxy S3, as we thought it was the phones that were the issue, but nothing changed.

I also note that people have been advised to open ports etc on the routers - but the issue still exists - thus it looks like that option will also fail.

If this is a known issue (which it obviously is, judging by the number of people facing the challenge of trying to rectify this via this site, and also by phone) - why can I not find the resolution posted up in the open to allow me to try the things Vodafone has e-mailed to others?

Do I now have to post my issue into the other section whereby there are numerous pages of other people having the exact same issue to try and get my problem with the Vodafone product?

Everything seems to be carried out via e-mail, which I find strange - especially if it could help so many clear up this issue?

Your additional thoughts would be appreciated into this issue, as I am still not able to use the device to get a signal within my home.

regds

Jay

[Retired-Andy]

Hi JayK,

The updates you’re referring to were pulled and devices were subsequently reverted to an earlier firmware version.

We’re not aware of any current issues affecting Sure Signal; did you have any luck with the router hierarchy and changing the Sure Signal priority?

Are you able to try the Sure Signal at a different location, a friend or relatives house for example? This would help identify whether the issue relates to your device or ISP.

If any further tests do indicate faulty equipment, then we would, as you’ve already seen, email people to enable an exchange of their device.

Thanks

Andrew

[JayK]

Hello Andrew

Thanks for the update to my issue, it is appreciated!

With regards to the hub, what would the VSS show as, so that I get the correct item?

Regds

Jay