VSS 3 - Lights On but No 3G Signal on Phones

[ChipRivers]

I have VSS3 that has been working without issue until the last couple of days, but I am now receiving no 3G signal on any of the phones in my household - they are all correctly registered and have worked perfectly until the last couple of days.

I have the power, internet and service lights all on.

Please could you provide some advice on how to diagnose and repair this problem?

[ChipRivers]

bump ?

[drey_p]

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@ChipRivers wrote:

bump ?

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There is no need to bump a thread.  As you will have seen on the main page of the eForum, it takes about 24 - 48 hours for the eForum Team to respond to posts. 

[Retired-Matt_B]

Hi @ChipRivers,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below 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 B

[ChipRivers]

Hi Matt, thanks for your response.

My results / information are below as requested.

• speed test results:

• ping test results: 

• external ip address:

• results of trace route:

• serial number: 

40123307759

Thank you in advance for your assistance.

[Retired-Wayne]

Hi @ChipRivers

Everything looks fine there.

Have you tried resetting your Sure Signal?

1. Locate the button on the base of the box next to the Ethernet ports.
2. Press and hold the button for approximately 30 seconds.
3. Once the lights come back on, release the button.

Have you made any changes to your account recently? (e.g. upgraded, had new SIM’s?)

Thanks,

Wayne

[ChipRivers]

Hi Wayne,

I have already tried a reset as suggested, however I have just done another one and will report back in the next hour or two of the results.

It is worth noting that the reset process does not appear to work as you describe it.  When I hold in the reset button, the lights do not change irrespective of how long I hold the button in for - after holding the button in for nearly a minute, I let go and then the lights all go off, stay off for a few seconds, and then start the normal start up process.

I have not made any recent changes to my phones or SIMs.

[ChipRivers]

This last time, it has taken longer to go back through the startup and connection process, but now that it has completed it appears to have resolved the problem.

Hopefully my signal is back to stay