LE17 signal issues for two weeks

[kwatso1812]

Not a happy camper! We have very poor signal in the village I live in so for years I have relied on a Sure Signal box to get a signal. Two weeks ago we lost all signal and since then I have been trying to sort it out but have got to the stage where I feel like I'm banging my head against a brick wall. I have spent hours on the phone to Vodafone, each time being given a different reason for the problem and with each reset I have been told it will cure the problem. I have also been told several times to get in touch with AOL for them to open ports and do all manner of things...AOL tell me each time that all is ok at their end. So here we are two weeks later and still no further forward and completely without any service. There are three of us in the house using the VSS and we are all in the same position. This really is driving me mad now and I just want it sorted.....please, please can anyone help before I cancel my contract and move to Orange who I believe also offer a signal booster.

[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

[kwatso1812]

Your speed test results from here. Download 2.00mbps Upload 0.68mbps

Your ping test results from here. 31ms

Your external IP address from here. 92.1.39.93

The results of a traceroute.

Your Sure Signal serial number: 21221065333

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

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Karen>tracert 212.183.133.177

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

  1     1 ms     1 ms     1 ms  192.168.0.1
  2    25 ms    25 ms    25 ms  host-92-1-32-1.as43234.net [92.1.32.1]
  3    27 ms    27 ms    27 ms  host-92-31-245-1.as13285.net [92.31.245.1]
  4    29 ms    26 ms    27 ms  92.31.245.0
  5    34 ms    34 ms    33 ms  host-78-144-11-63.as13285.net [78.144.11.63]
  6    33 ms    32 ms    32 ms  host-78-144-0-124.as13285.net [78.144.0.124]
  7    32 ms    32 ms    32 ms  xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37]
  8    44 ms    32 ms    34 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
  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.

C:\Users\Karen>

[Retired-Dave]

Hi kwatso1812,

Those details all seem OK.

Follow these steps to reset and resynch the Sure Signal:

For Sure Signal version 1 or 2:

• Unplug the ethernet cable from the Sure Signal
• 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.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

For Sure Signal version 3:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

If this doesn't help, what light sequence do you see on the Sure Signal?

Dave

[kwatso1812]

Hi, many thanks. I have reset the VSS a few times over the past couple of weeks and it has also had a reset done from your end which took 6 hours but still didn't change anything. I have followed your instructions this evening and it still hasn't worked! There are three lights on constantly...1, 2 and 4....the phone light is off.

[Retired-Dave]

Hi kwatso1812,

It looks like your Sure Signal isn't running the latest firmware.

It should have picked this up automatically, so I've asked for it to be pushed through. 

Leave the Sure signal connected for the next 24 hours so it can get the update.

Dave

[kwatso1812]

Thanks Dave, do I need to leave the PC running too?

[kwatso1812]

That finally seems to have fixed it. Many thanks for your help