Sure Signal suddenly not working (BTHomeHub2); all lights fine.

[harpsichord8]

Hi,

I've been reading the posts regarding VSS not working; have tried suggestions but still no luck. Here is a transcript of what I have written to the Vodafone shop in Cambridge who offered to help; however, have not heard back from them yet:

This is the history/results of the tests I've done on my VSS1, and
descriptions of what is going on:

The VSS stopped broadcasting a 3G signal without any warning middle of
last week. Nothing has changed. BT internet has not made any modifications
to my broadband (spoke to them Thursday night).

First of all, the VSS shows solid lights 1, 2 and 4 as normal with no
light in position 3. However, when I attempt to use my iPhone 5, the 3rd
light does not blink.

I have reset the VSS by holding down reset button till all lights solid,
unplugging power cord, re-inserting power cord with reset button still
depressed and then waiting for the blinking of lights 1-4 in order before
releasing the button. I have changed the ethernet cable (which worked for
someone on the Forum).

Vodafone has now carried out a re-sync twice – once when I made my first
call and once on Friday morning.

I have also restarted my HomeHub2 and hard-reset my iPhone 5. All these
resets have now been carried out several times.

I have opened both TCP and UDP ports 8, 50, 125, 1723 & 4500 and forwarded
them to the VSS. My router is a BT HomeHub2; internet type PPPoA as
standard. My ISP is (obviously) BT; my IP address is 86.165.114.245

VSS Serial no: 21197055342

Speed test results:
Download speed: 1.67 Mbps
Upload speed: 0.37 Mbps

Ping test:
Ping: 43ms
Jitter: 1ms

Trace route:

  1    48 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]
  2    42 ms    61 ms    50 ms  esr1.miltonkeynes3.broadband.bt.net
[217.47.74.1
40]
  3    52 ms    49 ms    63 ms  217.47.74.13
  4    65 ms    62 ms    50 ms  213.1.69.106
  5    57 ms    61 ms    50 ms  31.55.164.251
  6    51 ms    62 ms    49 ms  31.55.164.109
  7    64 ms    61 ms    50 ms  acc2-10GigE-0-7-0-4.bm.21cn-ipp.bt.net
[109.159.
248.198]
  8    72 ms    69 ms    62 ms  core1-te0-10-0-7.ilford.ukcore.bt.net
[109.159.2
48.144]
  9    70 ms    49 ms    62 ms  host213-121-193-152.ukcore.bt.net
[213.121.193.1
52]
 10    63 ms    68 ms    68 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11   114 ms   143 ms   161 ms  85.205.116.14
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *

--

I hope you and your team can help here. I have noticed on the Sure Signal
section of the Vodafone eForum that others have had the same problem. I am
wondering whether my 4-year-old Sure Signal has in fact failed, although
its appearance would suggest otherwise. It is my lifeline out here in
rural Norfolk where we are in a virtual blackspot.

I really don't want to spend £100 on a new device! Any clues in the above test results?

Thanks in advance,

Anna

[Sukhi]

Hi harpsichord8

Welcome to the eForum.

From reading your post is does sound like you have a faulty Sure Signal. Are you able to test it at a different location, maybe around a friend’s house?

If the issue still persist I'd recommend a repair which you can see how to do here

Thanks

Sukhi

[harpsichord8]

Thank you, Sukhi. Your link doesn't work for me and I'm getting an 'unexpected error' page... However, my local Vodafone shop has now contacted me and I'm taking the device in this afternoon to be assessed for repair - and to see whether it's worth my while repairing it!

Now I've gone into the minutiae of the technical tests, I'm quite curious to know what you have analysed in the results to show the unit is faulty; if you have a moment to spare in your busy schedule, it would be enlightening (in a general sense) if you wouldn't mind just briefly describing the fault?

Thanks again,

Anna

[Jenny]

Hi harpsichord8,

Thanks for getting back to us.

I’ve just re-read your original post and it looks like the problem’s relating to something we’re already aware of. Take a look here for more information.

Apologies for this being missed when we replied earlier.

I wanted to let you know about this right away to avoid a wasted journey to the store, as it’s most likely this that’s affecting you.

Thanks,

Jenny 

[harpsichord8]

In haste, Jenny, before I go to the store (leave in 10 mins; 45 min journey then an hour back home - rural area, hence needing VSS!!). I don't have BT Infinity. Just normal BT Broadband. Also everything was working fine with the HH2 until middle of last week. Thanks.

[JohnAdams101]

Can you review my thread - your issue sounds exactly the same as mine?

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-Signal-stopped-working-help-please-2-flashi...

[Retired-James]

Hi harpsichord8,

You could still be affected by this issue.

The only other thought that I have is what we call a camping on issue which means that the Sure Signal works fine but the phone won’t connect.

Do you have any other Vodafone phones or SIM that you can use to test with the Sure Signal?

This will help us identify if the problem is just with your phone and SIM combination.

I can see from the serial number that this has now been replaced, are you still having trouble?

JohnAdams101,

Your other thread has been logged to be worked by one of the team.

James

[harpsichord8]

Hi James,

I went to the store yesterday and bought a VSS3. It is working perfectly out of the box (no port forwarding or other tweaks necessary) and established its connection within the hour. (Though I did have a scary moment because one of the pages of the setup guide said it would take 10 mins, and the internet light was still flashing after 10 - in the end it took about 40).

The guys in the store were also of the opinion that it was simple wear and tear after nearly 3.5 years of constant use - never unplugged or turned off since I acquired it in Feb 2010.

Although my bank account is now depleted by £100, I am talking myself into feeling that it was worth it. And when I don't feel like talking to myself any more, at least I can talk to other people via a 5-bar 3G signal. Hurrah!

I just don't want to know that my original VSS *could* have worked; but it definitely isn't a SIM issue as my daughter's iphone was also unable to connect.

Thanks for your help and the team's prompt responses,

Anna

[Retired-Andy]

Hi Anna,

Thanks for getting back to us. It’s great to hear your new Sure Signal is up and running and giving you a great signal once more :smileyhappy:

It’s amazing that your original unit has worked faultlessly for three and a half years. I must admit that given it’s never been turned off, I’d agree it’s likely to be wear and tear that’s the root cause, especially as it was affecting more than one phone.

If you do need any help in the future, you know where to find us.

Thanks,

Andrew

[harpsichord8]

The new one isn't working any more. Please see my response to JohnAdams101 on his thread http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-Signal-stopped-working-help-please-2-flashi...
Are you telling me the unit should have ceased to function before 3.5 years was up??
Anna