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?

[Ben_H]

Hi WannabeMKII,

Thanks for posting. Looking at your Serial Number I can see it connected to us OK last night around 22:34.

If you're still experiencing issues can you take a look at our Sure Signal Troubleshooting thread and then post back your results if you’re not directed to an existing thread?

Cheers, Ben

[WannabeMKII]

Hi Ben,

I've just checked the VSS and only see light one now lit, but prior to today, 3 of the 4 we lit as they should be, but no 3G.

Pior to last night, were there any other confirmed connections?

I've also followed the troubleshooting without any luck.

Thanks.

[WannabeMKII]

Further update, all the required 3 lights are back on, but still no 3G.

Ideas?

[Ben_H]

Hi WannabeMKII,

I'll need your Traceroute details, speedtest results and ISP info to look into this further. Instructions on how to get these are in the guide I've provided.

Cheers, Ben

[WannabeMKII]

I'm unable to find the guide for the tracert?

But answers to the other questions;

Speedtest from BT Wholesale tester - Down 74.64, Up 15.98, Ping 32.25

ISP - BT Infinity with Asus Router instead of the BT HH3.

I've been running this configuration for over 18 months, so not sure what has changed.

Do do need anything else? If you need the tracert, please can you provide a link to the guide?

FYI - I called support last night and they advised me they'd resolved the issue and it should be fine within 1 to 12 hours. It's not fixed and we've still 3 Vodafone phones we can't use at home... :smileysad:

[WannabeMKII]

Here's a tracert;

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    <1 ms    <1 ms    <1 ms  router.asus.com [10.0.0.1]
  2     6 ms     6 ms     6 ms  217.32.141.130
  3    11 ms    55 ms    47 ms  217.32.141.174
  4    10 ms    10 ms    10 ms  212.140.235.10
  5    10 ms    10 ms     9 ms  31.55.164.237
  6    10 ms    10 ms    10 ms  31.55.164.109
  7    10 ms    10 ms    10 ms  acc2-10GigE-0-2-0-4.bm.21cn-ipp.bt.net [109.159.
248.232]
  8    15 ms    15 ms    15 ms  core1-te-0-13-0-4.ilford.ukcore.bt.net [109.159.
248.136]
  9    15 ms    15 ms    15 ms  host213-121-193-152.ukcore.bt.net [213.121.193.1
52]
 10    17 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    16 ms    16 ms    16 ms  85.205.116.6
 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.

[WannabeMKII]

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    <1 ms    <1 ms    <1 ms  router.asus.com [10.0.0.1]
  2     6 ms     6 ms     6 ms  217.32.141.130
  3     6 ms     6 ms     6 ms  217.32.141.174
  4    10 ms    10 ms    10 ms  212.140.235.10
  5    10 ms    10 ms     9 ms  31.55.164.237
  6    10 ms     9 ms     9 ms  31.55.164.109
  7    10 ms    10 ms    10 ms  acc2-10GigE-0-2-0-4.bm.21cn-ipp.bt.net [109.159.
248.232]
  8    19 ms    15 ms    15 ms  core1-te-0-13-0-4.ilford.ukcore.bt.net [109.159.
248.136]
  9    15 ms    15 ms    15 ms  host213-121-193-152.ukcore.bt.net [213.121.193.1
52]
 10    31 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    16 ms    16 ms    16 ms  85.205.116.6
 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.

[Ben_H]

Thanks WannabeMKII,

All seems to be fine with your results. Can I get your IP address though too? I'll check that it's on our 'whitelist' for you. 

Cheers, Ben

[WannabeMKII]

Hi Ben,

I'm on a dynamic IP, so it'll change. I'll PM the current IP to you.

Thanks.