VSS V1 Connection Issue

[MikePS]

Recent changed two mobile phones connected to my VSS V1. Despite waiting the alloted time and re-booting the SS they failed to pick up the SS signal. Two existing handsets continued to work fine. Multiple calls to Vodafone vis handsets and SS did not resolve the problem.

Have followed instructions in this forum to re-boot the SS. SureSignal goes into flasing light mode as follows 123(on), 2(on), 13(on) which I believe indicates s/w download. It then goes into 12(on), 2(on), 1(on). Despite waiting overnight the SS does not then connect. Have tried de-registering SS andre- registering SS but to no avail, just goes into the same s/w download mode but does not then connect.

SS is connected to a NetGear DGND3700v2 via an ethernet cable. As it worked previously with two handsets I assume the setup of the router is OK but I have followed a thread here to assign it a static IP, open ports 8, 50, 123, 500, 4500 to (TCP/UDP), it is also in PPPoA mode. ISP is Zen and the SS serial number is 2122961830.

I really need to be able to make and receive calls at home so I'd appreciate a quick response if at all possible.

[Retired-Andy]

Hi MikePS,

Thanks for the update, it’s encouraging that the Sure Signal was working at your neighbours house. I can see that it connected to our servers last night at 20:55, was this when it was at your neighbours?

Looking at your traceroute, apart from the first packet of Hop 4, everything looks fine. There are a few high numbers but overall nothing that would interfere with your connection.

Other than changing the Ethernet cable, the next thing I’d suggest is to see if the Sure Signal works in your house with a different router? Would your neighbour be willing to allow you to try their router? If not, do you have a spare/old router you can try in its place?

If the unit then works, it would indicate that your router may be the cause. Have you made any changes to the router at all? Have you tried doing a factory reset of your router which will restore the default settings?

Let me know how you go on.

Thanks,

Andrew

[MikePS]

Well the happy new is I changed the ethernet cable and did a factory reset on the router and the Sure Signal is back up and running. However there is still a problem!

It now works for the two numbers that were already registered but 48 hours ago I successfully registered two new numbers for the new handsets my sons got (the problem in from my first post) and even now they still have no SS in the home. Both handsets are 3G and on Vodafone contracts (an iPhone4S and an HTC) and get 3G outside the house. 

Any clues TechTeam?

Thanks

[Retired-James]

Hi MikePS,

I can see that the Sure Signal hasn’t updated since 7 May 2013.

Can you perform a reset to get this updated, once done it should then pick up the new numbers.

Sure Signal Reset.

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

James

[MikePS]

Thanks Andrew,

SS reset and running fine but still no signal for the two newly registered handsets. Can you confirm from your end the SS has updated and does it usually take  a period for the new phones to get signal or should it be instantaneous?

Thanks

Mike

[Retired-PaulE]

Hi Mike, 

I can see the numbers you've added, but your Sure Signal still hasn't updated with our servers.

I've forced another resynch through now, can you reset your Sure Signal again to get your two new numbers updated?

Paul 

[MikePS]

Tech Team

This is like ground hog day! Have reset the sure signal following your resync and I am back to where I started in post one i.e.

Have followed instructions in this forum to re-boot the SS. SureSignal goes into flasing light mode as follows 123(on), 2(on), 13(on) . It then goes into 12(on), 2(on), 1(on). In then goes back to the previous  light pattern and just cycles around.

I know the ethernet cable is good as I replaced it and the SS subsequently worked earlier in this thread, I have tried a factory reset of the router again, and still end up with the light sequence above. 

So now once again I am back to none of my mobile handets all on contract with Vodafone working from my sure signal. This is driving me crazy!! Logic says, the SS is not faulty, the ethernet cable is not faulty, the router is not faulty, the connection to the internet is configured correctly. And yet now I am without any Vodafone signal in my home. Please can you have some one with a deeper technical knowledge have a look at this entire thread and offer me some adivce. I'd gladly buy another SS to solve the issue but I suspect I would just end up with the same issue.

MikePS

[Retired-PaulE]

Hi Mike, 

I think we'll need to raise a case to be investigated now.

Click here to get in touch with the team

Paul 

[MikePS]

OK have sent you a note via ContactUs link

Mike

[MikePS]

Following responding to you and sending the ContactUs form I took the SS around my same neighbour in an attempt to repeat my earlier success. After an hour at the neighbour it once again came on line lights 124 (on).

Returned the SS to my home and once again it came on line successfully and as I had already registered the 2 new handsets they have fully signal strength along with the two original handsets.

Whilst all is now well, the issue appears to be that the SS cannot resync new numbers around my home but can at the neighbours. Clearly I'd like to be able to sync new numbers at home. Additional info provided in the hope it will help the diagnosis.

MikePS