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?

[Neilg199]

Hi,

I switched my SureSignal off over the weekend when we went away. Now it is back on with all the right lights showing, but my phones no longer connect to it. It's been fine for several weeks since we last lost connection for a few days and then it randomly fixed itself. Nothing has changed other than the SS being off for 48 hours or so. I've reset it several times and reset the phones, too - nothing.

Can you help?

Neil

[imcewen]

Have chnged postcode to ST... about 12-14 hours ago, did not receive any confirmation messages but the VSS did appear to go through a restart sequence just after.

Shall I change back to correct postcode now ?

There are no issues with leaving VSS connected permanently.

Thanks

Iain.

[Gemma]

Hi,

@Neil – 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.
 

@Iain – Thanks for getting back to us.

I can see the ST postcode has now updated, please could you swap it back?

After you’ve swapped it back please leave it for an hour then perform a re set:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

 This should push the latest software through.

Please let us know how you get on.

Thanks,

Gemma

[Neilg199]

Hi

Speed 15.12/1.00
Ping 45 ms
Ip 86.161.111.136
Tracert
traceroute to 212.183.133.177 (212.183.133.177) , 5 relative hops max, 52 byte packets
1 bthomehub.home (192.168.1.254) 28.808 ms 41.062 ms 41.866 ms
2 217.32.141.132 (217.32.141.132) 24.344 ms 4038.635 ms 4040.040 ms
3 217.32.141.190 (217.32.141.190) 48.915 ms 4064.212 ms 4066.331 ms
4 212.140.235.66 (212.140.235.66) 53.931 ms 1060.419 ms 1061.840 ms
5 213.120.182.69 (213.120.182.69) 28.485 ms 1035.213 ms 1036.296 ms
6 31.55.164.109 (31.55.164.109) 28.527 ms 865.659 ms 866.686 ms
7 acc2-10gige-0-3-0-5.bm.21cn-ipp.bt.net (109.159.248.244) 28.603 ms 122.183 ms 122.941 ms
8 109.159.248.132 (109.159.248.132) 33.845 ms 994.860 ms 995.643 ms
9 peer1-xe3-0-0.telehouse.ukcore.bt.net (109.159.254.215) 31.514 ms 136.671 ms 137.450 ms
10 195.66.224.124 (195.66.224.124) 41.123 ms 782.034 ms 783.089 ms
11 85.205.116.2 (85.205.116.2) 33.509 ms 1023.059 ms 1024.326 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *

Still no 3G signal.

Thanks,
Neil

[Neilg199]

Apologies - SN 21197049311

[Neilg199]

Not sure what you've done but I now have only light 1 on (solidly).

[imcewen]

Thanks Gemma, followed instructions and both phones now connecting again !

Will the VSS auto update any future firmware changes or do I need to subscribe to an alerts service ?

Many thanks

Iain.

[Neilg199]

Now lights 1 and 2 are solid - no 3G signal

[Jenny]

Hi guys,

Neilg199 - I’ve taken a look at your traceroute and your hops are extremely high! These need to be below 200ms.

You’ll need to contact your Internet Service Provider (ISP) to see if they can help improve your speeds.

imcewen – That’s great! Thanks for letting us know!

Yes any future updates should be automatic.

Thanks,

Jenny 

[Neilg199]

It is working again now. Don't know what changed.