VSS1 Correct lights on but no 3G signal

[WannabeMKII]

Serial Number: 21221759794

For the last week, although lights 1,2 & 4 are on, none of our 3 phones are getting 3G and when making calls, light 3 doesn't flash. So something isn't right.

We've followed all the troubleshooting guides, hard reset the VSS1 and everything, but we're in exactly the same situation.

Can someone help please?

[WannabeMKII]

Hi Ben,

Hopefully you got my PM with my IP?

Keen to sort ASAP, especially as we've 3 phones that can't really be used, I often work from home and it's been down for over a week.

I've also been told it's been fixed, but it's not...

I'm also potentially in the market for a 2nd sure signal, but all depends at the moment. Also, how much are they?

Thanks.

[nate_frog]

Hello,

Sorry to hijack the post but I am in exactly the same situation, but with two phones.  Lights 1,2, & 4 are on but nothing is connecting via 3G at all.  The serial number to my VSS1 is: 21196951988.  I have also completed the troubleshooting guide but to no avail.

My traceroute is as follows:

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     2 ms     2 ms     1 ms  192.168.1.1
  2    26 ms    25 ms    27 ms  85-210-96-1.dynamic.dsl.as9105.com [85.210.96.1]

  3    60 ms    28 ms    28 ms  85-210-254-71.dynamic.dsl.as9105.com [85.210.254
.71]
  4    57 ms    28 ms    94 ms  85-210-254-98.dynamic.dsl.as9105.com [85.210.254
.98]
  5    29 ms    29 ms    32 ms  host-78-144-11-135.as13285.net [78.144.11.135]
  6    64 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
  7    31 ms    30 ms    31 ms  85.205.116.10
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Any help would be greatly appreciated.

Nathan.

[WannabeMKII]

Update: I've spoken with technical support today to try and get this resolved once and for all.

They reset my Sure Signal and re-synced it, but still no signal. So I tried removing and re-adding a couple of the phones in the house, with a restart thrown in for good measure, but still nothing.

Please Vodafone, can some take ownership of this and resolve it for us, or send a replacement unit?

[Retired-Andy · Accepted solution]

Hi nate_frog and WannabeMKII,

I’ve sent your serial numbers to our support team to ask them to push the latest version of firmware out to you.

The firmware will be sent out in the next 24 hours so keep your eyes on your devices.

Don’t reset them or unplug them and let me know how you go on.

Thanks,

Andrew

[WannabeMKII]

Andrew, finally some good news. The firmware update appears to have resolved the issue, with all 3 phones now connected and useable again. Thanks for sorting!

[Ben_H]

Hi WannabeMKII,

That's wonderful to hear. You know where to find my team should you need future support.

Cheers, Ben

[imcewen]

I"m having the same issue (lights 1,2,4 all constant green, hansdets wont connect) for at least couple of weeks now. Both phone numbers have been ported from vodafone monthly to vodafone corporate so new SIM's in the last 3 months.

Have tried factory reset and remove and add accounts in MyVodafone. 

Have tried aiplane on/off - no effect.

Handsets are iPhone 5 and iPhone 5S both on IOS7.

I am unsure if the current handsets have ever connected as we have a weak vodafone signal so dont always notice..

Suresignal is attached via Netgear  DG834G and has been working for years on previous iPhones on pay monthly. ISP is Plusnet and hasnt changed for ages...

Thanks for any help

Iain.

Sure Signal Serial Number: 21227727100

Speedtest: http://www.speedtest.net/result/3274950582.png

Pingtest:http://www.pingtest.net/result/92713306.png

external IP: 46.208.1.184

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  www.routerlogin.com (192.168.0.1)  4.984 ms  4.033 ms  1.682 ms

 2  lo0-central10.ptn-ag01.plus.net (195.166.128.190)  13.034 ms  13.652 ms  12.464 ms

 3  link-b-central10.ptn-gw02.plus.net (212.159.2.130)  12.279 ms  11.730 ms  13.405 ms

 4  xe-5-2-0.ptw-cr02.plus.net (212.159.0.106)  12.266 ms  11.554 ms  11.699 ms

 5  ae2.ptw-cr01.plus.net (195.166.129.4)  13.881 ms  11.535 ms  11.289 ms

 6  lndgw2.arcor-ip.net (195.66.224.124)  17.564 ms  15.164 ms  15.391 ms

 7  85.205.116.14 (85.205.116.14)  13.715 ms  13.195 ms  13.239 ms

 8  * * *

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20  * * *

[Gemma]

Hi Iain,

Welcome to the eForum.

I can see that your Sure Signal has made contact with the network at 07:58pm yesterday.

Please could you confirm if everything’s now up and running?

Thanks,

Gemma

[imcewen]

No, phones still dont want to talk to it.

Have received a text saying 

We have noticed your Sure

Signal box 21227727100

has moved, please update

its post code. This will

allow the emergency

services to locate you,

should you make a call.

Thnaks for investigating...

[Ben_H]

Hi imcewen,

Could you swap your postcode for the Sure Signal to ST1 5GP and then swap it back again for me after you get the confirmation message?

When you've done this, post back to us here to let us know. We'll then update the software manually for your Sure Signal for you, as you're on an old version still.

When we push it through, the Sure Signal will need to remain connected for 24 hours from when we confirm it's on it's way. Can you let me know if that will be a problem at all?  

Cheers, Ben