SureSignal V3 - not working, only Power light on solid

[Mayhem]

Hi, My VSS V3 appears to have stopped working.  Only the Power light is on, solid, no other lights.  I have followed the reset process, but to no avail.  VF Dashboard states the VSS is active, but no signal to phones.

[Sukhi]

Hi Mayhem,

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

Sukhi

[Mayhem]

Hi, Details as requested, I have tried the troubleshooting tips as suggested, but all to no avail.

SureSignal S/N 40132741915

SpeedTest
Ping 16ms
Download 34.63 Mbps
Upload 1.92 Mbps


Your IP Address is 92.11.238.196

Your IPV6 Address is ::ffff:5c0b:eec4


Ping Test
Line Quality B*
MoS 4.34
Ping 20ms
Jitter 2ms
Packet Loss - unable to test

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  192.168.1.1
  2    14 ms    13 ms    14 ms  host-92-11-224-1.as43234.net [92.11.224.1]
  3    16 ms    15 ms    15 ms  host-78-151-238-209.as13285.net [78.151.238.209]

  4    16 ms    15 ms    16 ms  host-78-151-238-228.as13285.net [78.151.238.228]

  5    16 ms    18 ms    17 ms  host-78-144-1-42.as13285.net [78.144.1.42]
  6    16 ms    16 ms    16 ms  host-78-144-0-121.as13285.net [78.144.0.121]
  7    16 ms    16 ms    16 ms  host-78-144-10-66.as13285.net [78.144.10.66]
  8    28 ms    21 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
  9    18 ms    17 ms    18 ms  85.205.0.86
 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.

[DaveCD]

@Mayhem 

Everything posted looks good.

Please try with a different Ethernet cable and if this does not resolve the issue, try it at another location such as at a friend or family members and let us know the lights you see.

DaveCD

[Mayhem]

Hi, Have replaced patch lead (and rebooted) to no avail - may take a day or two to arrange test elsewhere.

Cheers.

[Mayhem]

Hi, I have now managed to test on a different ISP/router combination and get the same result, i.e. solid power light only, no other lights on, flashing, etc.  Cheers.

[DaveCD]

@Mayhem 

I've checked and have not been able to see a location change.

The light sequence you're seeing indicates no internet connection, and if this is the same at both locations it would indicate that the Sure Signal has developed a fault.

If a new Ethernet hasn't already been tested, please check this first.

Your Sure Signal is outside of it's warranty period so the next step is to purchase a new one and set it up.

If the fault still exists with the same lights, there's an issue with the router or internet. You could then return the Sure Signal within the 14 day cooling off period speak with your ISP.

If the fault clears, it indicates there was a fault with the current Sure Signal and you now have a replacement with a further 24 months warranty.

DaveCD

[Mayhem]

Ok, Thanks for your help.  I will try a new one.

[Mayhem]

Hi, Just one last quick question - is the warranty period 12 or 24 months? As I purchased my VSS 09/2013, i.e. 17 months ago and you mention a 'new one with a further 24 months warranty'?

[DaveCD]

@Mayhem 

The warranty is for 24 months.

I've sent a private message so you can contact us with a proof of purchase if you have one and we'll be able to check this for you.

We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

DaveCD