Problem with VSS Mark 3

[bobrayner]

I have a Mark 3 VSS which jjhas ben working OK for some time. But rcenelty two changes have taken place with my useage. Firstly I have moved from standard BT broadband to Infinity hiogh speed broadband. Secondly, I have changed the SIM on my mobile phone becasue of new handset and thus new SIM size.

The VSS has flashing red power light, no internet light, solid orange In Service and solid orange In Use light.

Having checked troubleshooting page, have performed speed and ping tests as suggested. The output is as follows:

traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  5.976 ms  2.825 ms  1.952 ms

 2  217.32.141.0 (217.32.141.0)  17.276 ms  17.319 ms  17.612 ms

 3  217.32.140.222 (217.32.140.222)  17.768 ms  19.904 ms  17.550 ms

 4  213.120.161.34 (213.120.161.34)  29.310 ms  22.050 ms  21.444 ms

 5  31.55.164.55 (31.55.164.55)  22.475 ms  23.328 ms  23.554 ms

 6  31.55.164.107 (31.55.164.107)  22.942 ms  22.909 ms  23.298 ms

 7  acc1-10gige-0-3-0-1.bm.21cn-ipp.bt.net (109.159.248.112)  23.810 ms  23.016 ms  22.826 ms

 8  core1-te0-4-0-4.ealing.ukcore.bt.net (109.159.248.4)  37.710 ms

    core1-te0-2-5-0.ealing.ukcore.bt.net (109.159.248.0)  36.276 ms

    core2-te-0-15-0-0.ilford.ukcore.bt.net (109.159.248.14)  32.801 ms

 9  peer1-xe3-0-1.telehouse.ukcore.bt.net (109.159.254.219)  37.333 ms  32.324 ms  48.476 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  31.515 ms  27.315 ms  28.733 ms

11  85.205.116.14 (85.205.116.14)  28.425 ms  28.471 ms  28.403 ms

Download speed: 52.07 Mbps

Upload speed: 15.55 Mbps

Ping: 33ms

Jitter: 1ms

Line quality: B+

IP address: 86.179.129.117

Grateful for help in getting the VSS back up and trunning

[Sukhi]

Hi bobrayner

Thanks for providing your traceroute. 

So that I can take a closer look can you provide the serial number of Sure Signal?

Thanks

Sukhi

[bobrayner]

Hi Sukhi, sorry I meant to include that in my earlier mail.
The serial number of the VSS is 40131559409
Best regards,
Bob

[bobrayner]

Sukhi, just to update the situation with my VSS, the lights now showing are:
Power light is flashing red, Internet light is solid orange and in service and in use lights are both off. I've rebooted the VSS but no change. Thanks.
Bob

[Retired-Kay]

Hi bobrayner, 

As you've had a new SIM this could be what is causing the issue. 

Please de-register your number from the Sure Signal dashboard (through My Account) and then re-register after 24 hours. This should then work. 

If you continue experiencing issues please let us know. 

Kay

[bobrayner]

Hi Kay, 

I can't de-register my number from the Sure Signal as I'm the owner - I can de-register any of the other numbers registered for it but not my own. The mouse roll-over message says I can't change the registration of my number from the Dashboard. Can you advise me how I can de-register the number of the Owner? Thnaks.

Bob

[Retired-James]

Hi bobrayner,

The only way to deregister the main number is to either deregister the whole Sure Signal or transfer the ownership to another number.

James