VSS1 + 3 lights but no 3G

[NPSG]

I have a VSS1 attached to a BT HH3 that has been working perfectly. However over the past 48 hours it seems to no longer be able to connect to any 3G mobile device despite lights 1, 2 and 4 being lit as they should be (and have been for months). I have tried the reset procedure on the VSS1 (several times) without any improvement. Speed test shows the line as constant as it ever has been at 7,128 Kbps downstream and 384kbps upstream.

Can you please check to see what is going on?

VSS1 serial no is: 21196847830

Many thanks

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[NPSG]

Yes – I had already worked through the fault finder page for the VSS1.  In response to your questions:

1. Speedtest.net – Ping 44ms / Download 6.72Mbps / Upload 0.37Mbps
2. Ping test – Ping 67ms / Jitter 10ms
3. External IP - 86.172.58.82
4. Traceroute:

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  bthomehub (192.168.7.254)  3.982 ms  8.976 ms  10.436 ms

 2  217.41.165.186 (217.41.165.186)  23.833 ms  26.484 ms  27.651 ms

 3  217.41.165.193 (217.41.165.193)  25.923 ms  28.323 ms  27.556 ms

 4  213.1.69.102 (213.1.69.102)  29.671 ms  26.613 ms  29.800 ms

 5  31.55.165.241 (31.55.165.241)  32.591 ms  26.065 ms  28.057 ms

 6  31.55.165.109 (31.55.165.109)  26.174 ms  32.988 ms  29.435 ms

 7  acc2-10gige-0-3-0.mr.21cn-ipp.bt.net (109.159.250.210)  26.053 ms  28.604 ms  29.317 ms

 8  core2-te0-13-0-16.ealing.ukcore.bt.net (109.159.250.168)  40.418 ms  38.809 ms  35.757 ms

 9  peer1-xe3-3-1.telehouse.ukcore.bt.net (109.159.254.211)  31.195 ms  37.239 ms  30.684 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  42.185 ms  39.246 ms  90.279 ms

11  85.205.116.14 (85.205.116.14)  42.539 ms  38.622 ms  40.383 ms

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5. Sure signal serial no:  21196847830

Many thanks for your help

[flarkey1]

Did you have to do anything special to setu your HH£ to work withthe VSS1?

I have been trying for nearly 2 weeks and cant get it to work!

[NPSG]

Flarkey 1,

My VSS1 just worked with BT HH3 - nothing special required - just plugged it all in.  It just stopped working all of a sudden for no good reason - or at least one I have not ascertained yet.  

[Easegill]

NPSG,

See my post about s/w upgrade, sounds like you need a firmware update as vodafone have admitted there are problems with VSS1's.

[Retired-Simon]

Hi flarkey1 and NPSG

We’ve been aware of issues with the BT Home Hub 3 for a while but if it’s been working okay, the firmware update may just kick start the Sure Signal back into life.

If you contact 191 option 2 option they’ll be able to help out with this.

Thanks

Simon

[NPSG]

Many thanks Simon.  I rang 191, asked for the firmware upgrade and VSS1 was back up and running within the hour.  All devices can now get a 3G signal again.

Thank you for the assistance.

Nick

[flarkey1]

"If you contact 191 option 2 option they’ll be able to help out with this."

Is that BT on 191 or Vodafone on 191?

[Retired-Dave]

Hi flarkey1,

Simon was referring to calling 191 on your Vodafone line to contact our Customer Services team.

I've got your Sure Signal serial number from your other thread and emailed the relevant team to get the update pushed through for you.

Dave