Tech Team pls help - phones will not pick up signal

[laummatt]

Hi

We bought our SS last spring and initially it worked well, this however was short lived and after a month or two it stopped working. Since then I have tried to get it going again and eventually gave up and turned it off. Well were due to renew contracts soon and thinking of canceling with Vodafone unless we can get the SS working (what's the point of a contract if it can't be used?!!)

The SS has been de-registered and re-registered and been reset (30sec hold in, plug in and out etc). It is showing the lights sequence of 1, 2 & 4 (older version) and phones both have 3G switched on. No reception at all. My partners phone works on his friends SS box everyday at work no problem but will not pick up signal at home, my phone will also pick up 3G reception when away from home so thinking it must be our box. 

Any ideas before we completely give up on SS?

Thanks

[Retired-Dave]

Hi laummatt,

I'd like to see this sorted for you.

From our troubleshooting threads, can you follow the instructions on this thread for me?

These include the way to email our team directly if the checks don't work, which I suspect may be the case. If so, the email will allow us to look more thoroughly and resolve this for you.

I'm confident we can get this sorted for you.

Dave

[laummatt]

Hi Dave

I have followed you link and tried everything suggested. Still no joy. 

My partners phone works on another SS box and my phone will pick up 3G when in an area with coverage. I did try and send you the info through the 'contact us' link but it seems to be broken, therefore have just sent it through the normal channel. I hope that this will still get to the correct people. 

[Retired-Wayne]

Hi laumatt,

I can see that Lee responded to your email and we’re now waiting for your reply. I’m sure we’ll be able to get this sorted for you.

Thanks

Wayne

[laummatt]

Hi. We've has our SS for a few months with no problems. However I noticed yesterday that both lights were flashing for some time after having a power cut. We pressed the reset button and now we have no lights at all bar the red power light which is on steady. Please help

Many thanks

[Phil]

Hi laummatt,

It can take up to 24 hours for the Sure Signal to come back online after a powercut however if it's still not working after this time please come back to us with 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

Phil

[laummatt]

Hi Thanks for your reply

Speed test results  http://www.speedtest.net/result/2482694487.png    

  [URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/2482694487.png[/IMG][/URL]

Ping Test  http://www.pingtest.net/result/76576737.png

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/76576737.png[/IMG][/URL]

Your IP Address is: 62.172.89.139

Serial number 40120513706

Trace route - how do I do this on a Mac?

Thanks again

Laura

[Ben_H]

Hi laummatt,

To do a traceroute on a Mac, open Terminal (Applications, Utilities) and type 'traceroute 212.183.133.177', then press Enter. Let me know the results and we'll check it over for you.

Cheers, Ben

[laummatt]

here is the traceroute as requested

traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 api (192.168.1.254) 3.948 ms 1.060 ms 1.076 ms
2 217.47.79.58 (217.47.79.58) 29.643 ms 32.235 ms 28.542 ms
3 217.47.86.161 (217.47.86.161) 28.491 ms 28.544 ms 28.353 ms
4 213.1.69.94 (213.1.69.94) 28.191 ms 28.622 ms 29.244 ms
5 31.55.164.102 (31.55.164.102) 28.700 ms * 193.179 ms
6 31.55.164.41 (31.55.164.41) 188.921 ms 195.436 ms 187.492 ms
7 31.55.164.107 (31.55.164.107) 188.569 ms 119.913 ms 30.201 ms
8 acc1-10gige-0-7-0-4.bm.21cn-ipp.bt.net (109.159.248.70) 28.583 ms 29.187 ms
acc1-10gige-0-7-0-6.bm.21cn-ipp.bt.net (109.159.248.86) 27.962 ms
9 core1-te0-15-0-14.ealing.ukcore.bt.net (109.159.248.38) 34.450 ms
core2-te0-3-0-16.ilford.ukcore.bt.net (109.159.248.30) 35.251 ms
core2-te0-3-0-15.ilford.ukcore.bt.net (109.159.248.26) 37.744 ms
10 host213-121-193-144.ukcore.bt.net (213.121.193.144) 33.334 ms 33.539 ms
peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.136) 33.192 ms
11 lndgw2.arcor-ip.net (195.66.224.124) 36.154 ms 41.279 ms 39.677 ms
12 85.205.116.10 (85.205.116.10) 39.120 ms 39.728 ms 40.000 ms
13 * *

[laummatt]

Hello

Any solutions? Been without reception for a week now. Thanks