Sure Signal Phone light not coming on

[clivos79]

Hi. Our SKY router managed to reset itself a few days ago and ever since then the Sure Signal won't pick up any phones. I've hard reset it, left it for 24 hours, hard reset again and still nothing. In fact all the lights are on (its an original VSS) apart from the third one down. I have also tried deregistering the device and registering as well as de and reregistering all the devices linked to it.

Please can someone advise - this is the trace I pulled off it this evening

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

C:\Users\clive>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 myrouter.home [192.168.0.1]
2 25 ms 23 ms 23 ms 02deee3e.bb.sky.com [2.222.238.62]
3 * * * Request timed out.
4 37 ms 38 ms 31 ms 0278093c.bb.sky.com [2.120.9.60]
5 34 ms 31 ms 31 ms 89.200.131.177
6 31 ms 31 ms 30 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
7 40 ms 46 ms 47 ms AMDGW1.arcor-ip.net [195.69.145.123]
8 49 ms 46 ms 47 ms 92.79.213.137
9 80 ms 62 ms 124 ms 85.205.116.2
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\clive>

[Retired-Andy]

Hi Conti360,

Many thanks for the serial number and the information.

Your Sure Signal is showing a Location Move has been detected. This can be as a result of changes made by your ISP.

I’ve changed your postcode to a different one and then back to the original again. To make sure that your Sure Signal is as up to date as possible, and to pick up the changes I’ve made, I’ve just resynced it for you.

To make sure it completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Let me know how you go on.

Thanks,

Andrew

[randomcamden]

Hi

VSS v2, Serial: 40123258564

On a Cisco 887 router on BT Infinity.

Been working for over a year, but now got power and connection light, but can't get either of our phones to register (both Android)

Problem started a week or so ago. Have reset VSS postcode away and back, and done factory reset of the box (has come back as connected, but still can't connect a phone).

Can you help please!

N.

[Retired-James]

Hi randomcamden,

We are currently investigating an issue with the Sure Signal and the BT Home Hub.

I’m not familiar with the Cisco 887 so I’m not sure if this falls under the same investigation.

I can see that the Sure Signal update last nigh after you posted, can you confirm if this is working again for you?

James

[randomcamden]

Still not working. I don't get how this can be a network issue if I have the 2nd light on. Surely that means that the VSS has connectivity to the Vodafone core and the issue is VSS-phone ??

[Retired-Kay]

Hi randomcamden, 

We can rule out the Sure Signal/phone being an issue. 

Can you try your Sure Signal at a different location such as a friend or family members? If it works then we know the issue is with your Internet connection or router. 

Let us know how you get on. 

Kay

[shudman]

This was working just fine (for 2+ years) and stopped recently.  Ran through the troubleshooting steps and I do have BT Infinity, and port clamping is enabled. Have hard reset the VSS twice now

Can you check 21229622168 pls ?

[clivos79]

Hi guys

Same problem again - no phone light coming on on the Sure Signal. Done the reset. Can you resync or do I need to do the trace again? If so can you remind me how!!! (or just resync!)

Thanks

[Retired-PaulE]

Hi clivos79, 

Resynch done now, give it an hour or so then see what's happening - you might need to do another reset if it's not up and running again.

Paul 

[clivos79]

Hi Paul - yeah, it kicked back in last night actually! Thought it might have been Voda doing something. Appreciated. Any ideas why this has happened again?

Is there anything I can send you to help for the future?

Regards

[Retired-Kay]

Hi clivos79, 

I'm not sure why that happened again, looking at your Sure Signal it's all updated so i'd probably have more of an idea if it wasn't working!

If you experiencing any issues in future just follow the information in the troubleshooting and we will be able to help further. 

Thanks, 

Kay