Lights on but no 3G for last 3 days

[WayneA]

Morning,

My VSS box is showing the correct lights but i have had no 3G signal for the last 3 days.  I have tried the hard resets and other resets from the forum but still not working.  

Could you please have a look and maybe push a resync please?

Serial No 21196985663

Thanks

[Jenny]

Hi WayneA,

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.

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

Jenny

[WayneA]

Hi Jenny,

Thanks for the reply, please see the info below..

Speed test:-
Ping - 38ms
Download - 3.56mbps
Upload - 0.66Mbps

Ping Test - 28ms

Trace:-

Ip Address - 2.219.108.17

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\wayne>tracert 212.183.133.177

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

1 2 ms 1 ms 1 ms www.routerlogin.com [192.168.0.1]
2 25 ms 48 ms 29 ms 2.127.238.129
3 28 ms 31 ms 31 ms 0278093a.bb.sky.com [2.120.9.58]
4 27 ms 30 ms 31 ms ip-89-200-131-153.ov.easynet.net [89.200.131.153
]
5 37 ms 29 ms 29 ms 195.50.122.113
6 45 ms 47 ms 46 ms 195.50.122.66
7 41 ms 41 ms 41 ms 85.205.116.2
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-Dave]

Hi WayneA,

Everything in those checks looks fine.

I've checked and your Sure Signal shows a connection to the system yesterday since your last post. Can you confirm if it's working now? I don't want to fiddle about if everything's back to normal.

Dave

[mrchew007]

Strange but I have had the same problem for the last 3 days - wonder why?

Still no 3g - despite numerous resets and deregistrations, and a call to Customer Services.

Trying again at the moment !

[WayneA]

Hi Dave,

@13:05 i have zero 3G signal it was fluctuating yesterday from full 4 bars to 0 so i do still have an issue im afraid.

Cheers

Wayne

[Retired-Kay]

Hi mrchew007, 

Please supply 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.

WayneA - Your box is showing a location change which may be what is causing the issue. I've changed your postcode to ours and then back to yours which has now gone through correctly. I've also done a resync so please reset your Sure Signal again. 

Let me know how you get on, 

Kay

[WayneA]

Afternoon Kay,

I seem to have the same issue again, can you please do the location check for me to see if this is the same issue please?

Thanks

Wayne

[Retired-Andy]

Hi Wayne,

Your Sure Signal connected to our servers yesterday at 20:20 and there’ve been no location changes either.

To make sure it’s as up to date as possible, I’ve just resynced it for you.

So that the resync completes, can you do a factory reset for me:-

• 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 the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Cheers,

Andrew

[WayneA]

Hi Andrew,

I tried the reset last night and still not working this morning im afraid, have you got anything else i could check/do?

Cheers

Wayne