Sure signal failed after power cut

[dalea80]

tech team 

can you resync vss1 ser no 21197177955

no 3g signal on both phones

has always reset with no problems before

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Dale>tracert212.183.133.177
'tracert212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Dale>
C:\Users\Dale>tracert 212.183.133.177

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

1 10 ms 99 ms 99 ms BThomehub.home [192.168.1.254]
2 14 ms 13 ms 14 ms esr6.kingston4.broadband.bt.net [217.47.46.145]

3 14 ms 15 ms 13 ms 217.47.46.77
4 16 ms 16 ms 15 ms 213.1.69.54
5 15 ms 15 ms 16 ms 217.41.168.103
6 16 ms 15 ms 16 ms 217.41.168.203
7 16 ms 15 ms 15 ms 217.41.168.109
8 16 ms 15 ms 15 ms acc2-10GigE-0-0-0-5.l-far.21cn-ipp.bt.net [109.1
59.249.206]
9 18 ms 15 ms 15 ms core1-te0-0-0-16.faraday.ukcore.bt.net [109.159.
249.129]
10 16 ms 15 ms 15 ms peer1-xe8-3-0.telehouse.ukcore.bt.net [213.121.1
93.97]
11 17 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
12 19 ms 18 ms 17 ms 85.205.116.6
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\Dale>

thanks dale

[Sukhi]

Hi dalea80

I've re synced your Sure Signal, can you factory reset to complete the process and let me know if that helps?

VSS Factory Reset

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour

Thanks

Sukhi

[dalea80]

still no signal

[Retired-Dave]

Hi Dalea80,

Can you confirm a few more details for me so we can get a better picture of what's going on?

 - What lights you're seeing on the Sure Signal.

 - Your speed test results from here.
 - Your ping test results from here.
 - Your external IP address from here.

Dave

[dalea80]

download 4.44mbps

upload  0.38mbps

ping 17 ms

jitter 0ms

ip address 5.81.217.226

[dalea80]

sorry lights are1,2 and 4 steady

[Retired-Dave]

Hi Dalea80,

That all seems to be OK. There are a few other things we can check though. 

Firstly, can you try rebooting the Sure Signal and router together? Given the power cut, something may have got trapped which is affecting the Sure Signal's connection:

 - Switch off the Sure Signal.

 - Switch off the router.

 - Wait a couple of minutes.

 - Switch the router ONLY back on and allow it to restart fully.

 - Once the router is back up and running, restart the Sure Signal.

Also, check that the following ports are open for forwarding on the router - 8, 50, 123, 500, 1723, 4500.

Finally for now, are you able to try the sure Signal on a different internet connection, such as a friend's or family member's? If it works here we can rule out the Sure Signal itself as the cause. Given the power cut it's possible that something shorted out.

Dave

[dalea80]

STILL CANNOT GET THIS VSS1 TO WORK

[Retired-Andy]

Hi dalea,

I can see your Sure Signal connected to our servers last night at 21:39, are you still unable to get a 3G signal?

I’ve just resynced your Sure Signal for you.

So that the resync completes, can you do a factory reset for me. The process is slightly different to what’s given above:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour
• When the Sure Signal is back online, re-insert the Ethernet cable.

Let me know how you go on.

Cheers,

Andrew