Sure signal v.1 not connecting with phone

[rnm]

I've just returned from holiday to find that I have no Vodafone service in my house from my VSS (v.1). I have not changed my phone or SIM and I have had good service with a BT Infinity hub for months before I went away. All 3 lights on the VSS are lighting normally. Even so, I have tried resetting and switching off the power for a few secs but no joy. The VSS looks normal but my phone says 'no service'. I've tried switching my phone off and on to see it it will pick up the signal but again no joy. Only changes that I can think of are: 1) there was a brief power cut while we were away (but the VSS now looks fine) & 2) I recently (just before going on holiday) switched on the wifi feature on the phone. This worked fine with the VSS before I went away. I have now switched it off again, but still 'no service'. Please help, since good service from my VSS is essential out in the sticks! Thanks.

[Retired-Matt_Vo]

Hi 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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.

This will help us get the quickest possible resolution for you.

Thanks

Matt
Moderator

[rnm]

Hi Matt.

Here is some of the requested info.

Ping 27ms; Jitter 2ms

Download 22.84 Mbs

Upload 3.16 Mbs

IP: 86.146.43.64

VSS no. 21225085568

The traceroute command was not recognised by my computer.

rnm

[Ben_H]

Hi mm,

Thanks for posting those details. To me, it sounds like the power cut may be the culprit! 

I've done a manual synchronisation of your unit for you to get it sorted. Could you complete this by resetting your Sure Signal for me? Remember, it'll take about an hour for it to come back online fully.

Cheers, Ben

[rnm · Accepted solution]

Thanks Ben. That seems to have done the trick. I'm back on line again. But looking at some of the related posts, it seems as if this is going to happen whenever there's a power outage. Is that right? And is theer any way we can get around it without having to bother you folks? rnm

[Retired-Lee]

Hi rnm,

Thanks for letting us know that's fixed it.

It's not always that case that we need to force a resync. Sometimes they'll come back online on their own.

If it happens again, try rebooting both the router and the VSS

Cheers,

LeeH