Back to Help and Support
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
1

Ask

2

Reply

3

Solution

Please Resync my VSS 1

jackie_eboro
4: Newbie

‎16-09-2013 11:08 AM

Hello Technical Support Team,

 

Can you please resync my Vodafone Sure Signal Version 1 box please?  The serial number is 21197224211.

 

Thank you

 

Jackie

0 Thanks
20 REPLIES 20

jackie_eboro
4: Newbie
In response to jackie_eboro

‎17-09-2013 08:10 PM

PLEASE can someone provide some advice as to what I shoudl try next?  I am now home from work and have tried all methods (again) to Reset my VSS but to no avail.

 

However before you ask, no I cannot take it to a neighbour's house.

 

PLEASe respond.  One reply every 24 hours or so is extremely annoying

0 Thanks

marti
4: Newbie

‎17-09-2013 11:42 PM

I am also having the same issue could my VSS 1 please be re sync'ed - ser no is 21222164879

Thanks
0 Thanks

marti
4: Newbie

‎18-09-2013 12:03 AM

Typical - my VSS has now spontaneously sorted itself - please cancel the re sync request.

Thanks
0 Thanks

jackie_eboro
4: Newbie
In response to marti

‎18-09-2013 09:03 AM

But mine (i.e. the original message poster) still hasn't resolved itslef despite unpteen resets, rescabling, etc last night.  To add insult to injury i couldn't even get on to teh Vodafone My Account pages to try to do a de-register/re-register......"Site being updated" message throughout the night and into this morning.  once again, I have had to leav ethe house and drive to the office to get a phone signal!  This is ridiculous.  Can someone at VF Tech Support please explain what is going on?

0 Thanks

Retired-Andy
Moderator (Retired)
Moderator (Retired)
In response to jackie_eboro

‎18-09-2013 01:22 PM

Hi Jackie_eboro,

 

I’ve checked your serial number and can see it connected to our servers last night at 23:07, is your Sure Signal now working correctly?

 

If not, we’ll need some additional information from you. Can you provide the following please:-


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.

 

 

Hi marti,

 

Thanks for the update, it’s great news you’re Sure Signal is now working as it should.

 

Cheers,

 

Andrew

 

0 Thanks

jackie_eboro
4: Newbie
In response to Retired-Andy

‎18-09-2013 01:36 PM

Hello Andrew,

 

No, when I left the house this morning (as I am being forced to do because my VSS1 is not working, whereas I have to!) it still was not working. It was behavign exactly the same as it has been for the last wekk or more - lights 1, 2 & 4 all on OK, but no 3G signal (no light #3).

 

I won't be able to run the diagnostic checks that you have asked for until I getback home late this evening.  However, my prediction is that these results will prove "normal" and provide no clue as to why I am not getting a 3G sgnal....maybe I'll be pleasantly surprised, eh? 

 

NOTHING has changed in the setup of my VSS1....same ISP, same ISP contract, same cabling, same position of routers & VSS1, no power cut, etc.  The ONLY thing that has changed is that out of the blue my VSS has decided not to supply a 3G signal.   

 

Out of desperation, and with no reply from Tech Support since yesterday afternoon, I tried to change the postcode assigned to my VSS1 registration as I had read one post yesterday evenign where the VSS user thought this might have been what got theirs working again (i.e. chaneg to diff region, then change back again).

However, despite havign carried out the hange online a couple of times the new postcode still does not seem to be reflected on my VSS1 account.

 

I will run the commands you hae provided when I get home later this evening and will provide the results.  Will there be anyone on Tech Support who is able to help me this evening or am I going to have to wait the best part of 24 hours between replies?

 

Thanks

0 Thanks

Ben_H
Moderator (Retired)
Moderator (Retired)
In response to jackie_eboro

‎18-09-2013 05:56 PM

Hi jackie_eboro,

 

We'll endeavour to respond to your post once you supply the results. We're up to date with replies at the moment so it won't necessarily be a full 24 hours.

 

If you need a more immediate response, you can also use Live help and give them a link to your post so they know what you've attempted thus far. :Smiling:

Cheers, Ben

 

0 Thanks

jackie_eboro
4: Newbie
In response to Ben_H

‎18-09-2013 09:24 PM

Here are the results of the various tests you asked me to carry out:

 

SPEED TEST RESULTS
PING 35ms
Download Speed 5.09 mbps
Upload Speed 0.37 mbps


PING TEST RESULTS
Packet Loss 0
Ping 36 ms
Jitter 2 ms7
Server Milton keynes
ISP BT
Distance < 50 miles


EXTERNAL IP ADDRESS
IP Address = 81.152.102.23
IPV6 Address = ::ffff:5198:6617

 

VSS TRACEROUTE
C:\Users\xxxxxxja>tracert 212.183.133.177

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

  1     *        *        *     Request timed out.
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  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\xxxxxxja>

 

 

0 Thanks

jackie_eboro
4: Newbie
In response to jackie_eboro

‎18-09-2013 09:53 PM - last edited on ‎19-09-2013 09:21 AM by Moderator (Retired)

Also (in addition to the above Test Results) I tried to use the Live Support facility, but they seemed to advise that they cannot help with technical support queries so that wasn't very useful.  They have arranged for someone from Tech Support to call me at 9:30am tomorrow (Thursday 19th Sept).  See below for transcript of my conversation with them:

info: at 21:27:03
Welcome to Vodafone! You will now be connected with a service adviser. Your approximate wait time is 0 minute(s) and 20 seconds. . We’re looking forward to assisting you today.
 
info: at 21:27:06
You are now connected with Dipali.
Dipali: at 21:27:10
Hello, you're chatting with Dipali, one of Vodafone's online customer service specialists. May I take your name please?

Jackie: at 21:27:18   Jackie <Removed for security>

Dipali: at 21:27:36
Hello Jackie.

Dipali: at 21:27:40
How are you today?

Jackie: at 21:29:49   Fed up because my Vodafone Sure Signal is not working and has not been working for more than 1 week. I have been in contact with the Tech Team on the Vodafone Forum and they suggested that I use live support and provide details of the related forum link. Here it is http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Please-Resync-my-VSS-1/m-p/1696800/highlight/fal...

Dipali: at 21:30:32
I will try my best to help you.

Dipali: at 21:30:35
Kindly bear with me while I check your account details. I appreciate your patience.

Jackie: at 21:31:07   My phone number is a corporate one, not private

Dipali: at 21:31:26
Thank you for waiting

Dipali: at 21:31:57
I regret to inform you that the account is a Corporate account and as we are from consumer support, we will not have access to specialised accounts.

Jackie: at 21:33:18   But it is my Vodafone Sue Signal that I want help with.....that wasn't a corporae purchase, it was a personal one because I do not get a mobiel signal so I cannot uise my corporate phoen number

Jackie: at 21:33:47   So as my Sure Signal box and connection are not coroprate, can you please help me?

Dipali: at 21:34:21
Okay, but as we will need to access the account to check the Sure signal configuration. Also, with regard to Sure Signal, please note that our Tech Support is the team who deals with Sure Signal queries


Dipali Shah: at 21:34:51
Okay, could you please confirm with which number are you trying to use the Sure Signal?


Jackie: at 21:36:16   It has 2 numbers registered to it (both corporate ones) and neither work,. It is NOT the phones that are at fault, it is the VSS box.....it is not providing a 3G signal any more

Jackie: at 21:36:46   I have just added the test results that the Tech Team asked me to carry out to the Forum entry

Dipali: at 21:36:59
Okay, in this case, the best would be to talk with the Tech Team directly.

Jackie: at 21:37:09   Are you able to look at these results and tell me where teh problem might be?

Dipali: at 21:37:29
We have a dedicated team in place who are trained and deal with technical queries for our customer.

Dipali: at 21:37:56
If you wish I can arrange from Tech team tomorrow between 8am to 8pm again.

Jackie: at 21:38:22   So you can't help? I have to go back to the Tech Team via the forum?

Dipali: at 21:38:55
Not via forum, you can talk to them tomorrow and I will arrange a direct call back from them.

Jackie: at 21:39:48   When will they call me? Can you set a time?

Dipali: at 21:40:21
May I know when you will be available like in the morning or afternoon?

Jackie: at 21:40:40   It will have to be in the morning before 10am UK time

Dipali: at 21:42:10
I am sorry I will be available at 2pm, will it be possible for you to be available at 2pm because I want to make sure you get a call.

Jackie: at 21:42:44   No I cannot be available at 2pm as I will be in a meeting at work all day from 10am until 5pm

Dipali: at 21:42:52
No worries.

Dipali: at 21:43:06
Will you be available at 9.30 am?

Jackie: at 21:43:11   yes I will

Dipali: at 21:43:40
Thank you for confirming. I have arranged the call for you.

Dipali: at 21:43:53
We appreciate your patience.

Dipali: at 21:43:54
Is there anything else I can do for you today?

Jackie: at 21:44:20   No thank you and thank you for arranging the call

Dipali: at 21:44:25
Thank you for contacting Vodafone Webchat service. Bye and Take Care

Dipali: at 21:44:31
You are welcome

Dipali: at 21:44:34
Good night :Smiling:

info: at 21:44:36
This chat has been ended by your Vodafone Representative

0 Thanks

Retired-Dave
Moderator (Retired)
Moderator (Retired)
In response to jackie_eboro

‎19-09-2013 01:54 PM

Hi jackie_eboro,

 

I've removed your full name from the chart transcript for security.

 

The details you posted all look OK except for the complete lack of data from the traceroute. That goes from the computer you're running it on to the router to the servers, so it bypasses the Sure Signal - it just tests the connection.

 

The fact that it's not even showing a first step points to something blocking the connection at source. I can see from the chat that you mention you've got a corporate account, so are you using the Sure Signal at home or on a corporate network? 

 

If it's the latter, these tend to have added security, so I'd suggest speaking with the network's administrator or IT support to see if they can spot what's getting in the way.

 

Dave

0 Thanks