Pease Resync my Second Generation VSS serial signal serial no:40114633064

[nholbeche]

Hi there

Have upgraded four weeks ago to a new iPhone 5s and transfered the existing number to a new SIM. Have reset VSS a number of times and even deregistered and re registered to another pay as you go number and have received the texts saying that my phone can use sure single. Had about five telephone conversations with your support and all attempts have failed. Have also done a factory reset and all that happen was red power light was consent and both system and phone white lights flashed for four days with no single.
When I did the SIm Swap the other two phones that were on the system worked, I swapped a nano sim from a iPhone 5 and put it in the new 5s and that worked.
Could you resync for me in the hope that this should resolve?

[Jenny]

Hi nholbeche,

Your Sure Signal hasn’t connected with our services since 22 September which will explain the problem!

I’ve re-synced this for you today so pleas complete this process by performing a factory reset as follows:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

Let me know how you get on.

Thanks,

Jenny 

[nholbeche]

Hi Jenny
I tried the factory reset and it had no effect left it running over the weekend. As the Sure Single is the only mobile coverage I at can get at home and we run three mobiles off it I decided to give up on the VSS 2, and up grade to a new VSS3, serial number: 40133828729. Sadly that to is just flashing the white internet light, this has been going on for the last 3 and a half hours. Before plugging the VSS3 in I registered it on my account, it is showing active on the dashboard however I can't add any users I keep getting an error message saying that's there is something wrong. I have just tested my intranet speed which is 6.48 Mbps with a ping of 39. My VSS2 worked perfectly until I brought the iPhone 5s and did the Sim Swap Im on PAYG can you pease advise.

[Retired-Kay]

Hi nholbeche, 

I can see this hasn't yet connected to our servers. 

Can you deregister the Sure Signal for a few hours and then try registering again? If you still experience issues please provide 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.

Thanks,

Kay

[nholbeche]

Hi Kay

Thanks for coming back so quickly when you say IP address does this relate to my PC, iPad,VSS or my Router or even something else sorry to be so stupid.

I think I can do your other requestes

I will deregistered now and come back to you.

[nholbeche]

Hello Kay

I deregistered left it for a couple of hours then reregistered left overnight still no luck.

Here is the information you requested I used the IP Address from my PC in the end.

Speed Test: 5.12 Mbps

Ping: 38

IP Address: 146.90.198.53

VSS Traceroute command

Microsoft Windows [Version 6.1.7601]

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

C:\Users\Neil>tracert 212.183.133.177

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

over a maximum of 30 hops:

  1     *     General failure.

Trace complete.

C:\Users\Neil>

[nholbeche]

Hi Kay

Havent heard anything for the last 24 hours 

I have done another "tracert" as follows

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

C:\Users\Neil>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 2 ms 2 ms 192.168.0.1
2 30 ms 30 ms 31 ms lo0-central10.ptw-ag01.plus.net [195.166.128.195
]
3 30 ms 30 ms 30 ms link-a-central10.ptw-gw01.plus.net [212.159.2.14
4]
4 29 ms 30 ms 29 ms xe-4-2-0.ptw-cr01.plus.net [212.159.0.240]
5 33 ms 30 ms 31 ms lndgw2.arcor-ip.net [195.66.224.124]
6 32 ms 30 ms 31 ms 85.205.116.2
7 * * * Request timed out.
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.

C:\Users\Neil>

Could you please advise 

[Retired-Dave]

Hi nholbeche,

I'm glad you came back because we could see that working traceroute. 

That one looks fine, as do the ping and IP address. Did you change anything on your connection between the first and second traceroutes to make it work?

Can you check the Ethernet lights on the Sure Signal box and let us know if they are lit, flashing or off?

Also, can you try resetting the Sure Signal for me?

• Remove 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.
• The Sure Signal will come online in around 1 hour.

Dave

[nholbeche]

Hi Dave

Ethernet lights I have a solid green and intermittent yellow i.e. it pretty solid yellow but will flash. I'm plugged into the Internet/modem port on he VSS 3
On the actual VSS 3 unit yhe only lights I'm getting is solid red power light and just the one flashing white Internet light trying to connect. I also can not add users on the VSS dashboard.

[nholbeche]

Also forgot to say I tried the factory reset.