VSS Ver 3 Signal Problems

[g7jjf]

I have a VSS Ver 3 and yesterday noticed that I had no signal on my phone. I cheched my wifes phone as well and she only had a single bar on her signal strength. It appears the VSS is not being recognised by the phones and the phones are routing over the normal GSM network.

The first three lights on the VSS are solid.

I have tried a factory reset on the VSS but I still have the same issue.

My speed test results are 6.22 Mbps download, 0.88 Mbps upload.

Ping test says 20ms with 2ms jitter.

External IP address is 2.24.139.250

My VSS serial number is 40131015964

The output of tracert shows :

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 17 ms <1 ms <1 ms BrightBox.ee [192.168.1.1]
2 8 ms 8 ms 7 ms 213.1.113.84
3 10 ms 10 ms 9 ms 213.1.128.78
4 15 ms 15 ms 15 ms 213.1.79.162
5 15 ms 15 ms 15 ms 87.237.20.128
6 18 ms 23 ms 23 ms 80.157.131.17
7 15 ms 24 ms 15 ms 87.190.232.58
8 16 ms 16 ms 15 ms ae22-xcr1.lns.cw.net [195.2.30.61]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
etc

Can you please advise what the problem may be.

Thanks,

Jon

[Retired-Sarah]

@g7jjf We’ve resynced your Sure Signal so please ignore any text messages that you receive and leave the Sure Signal for up to 6 hours.

After this time, please restart all phones that are connected to the Sure Signal.

[g7jjf]

I have waited the 6 hours and reset the phones.

Unfortunately, it has made no difference and the phones still aren't connecting to the VSS.

Please advise what to do now.

Thanks,

Jon.

[ChazzD]

@g7jjf

Please try connecting your Sure Signal in another location, such as a friend or family member's house. You'll need to leave it connected for at least 24 hours.

We'll then be able to determine if the problems are specific to your location and router or the Sure Signal itself.

[g7jjf]

I came in from work today and noticed that the VSS was working again. Did nothing my end to make it work so don't know why it has suddenly sprung back into life again.

[DaveCD]

@g7jjf

That's great news and thanks for letting is know.

If you need anything in the future, please don't hesitate to post.

DaveCD

[g7jjf]

Sad to say that the VSS is still playing up. It sprang back to life for a couple of days and is now no longer working again.

Nothing has changed at this end so I don't understand what the problem is.

Does the VSS need replacing under warranty ?

[Sukhi]

@g7jjf

It does sound like you may have a faulty unit.

If it's under warranty we can replace it for you. I've sent you a private message with details on how to get in touch.

For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.