VSS1 Issue

[kevuwk]

I recently moved and didn't plug my VSS in for about a month but the 3G signal is pretty poor at the house so if I make a call and it starts on 3G, the call quality can be a little poor and then cut off if I move in the house. I have set my VSS back up and when I checked it after a while I have lights 1, 2 and 4 on solid. The only problem I am having is that my phone will not connect to the VSS, it is an iPhone 5 and I'm fairly sure it used to work fine but I could be wrong because I did have some issues at my old house in the last few months but put it down to the VSS falling behind a cabinet and that restricting the signals reach. I have also gone on to my account to manage the VSS and no matter what link I click (using Chrome as a browser) it just says 'Unfortunately, your request cannot be processed".

VSS1 - 21224048823

Any ideas where I go from here?

[Retired-Andy]

Hi kevuwk,

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.

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

Andrew

[kevuwk]

I have been back on to the account side of things and was able to update my postcode. This caused light 4 to go off, then 2 and 4 flashed before both coming back on solid. I am still unable to get 3G on my phone though.

IP: 86.136.224.62

speedtest: http://www.speedtest.net/result/2762359884.png

ping test: http://www.pingtest.net/result/82368045.png

serial: 21224048823

tracert

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 api.home [192.168.1.254]
2 12 ms 12 ms 12 ms 217.32.143.35
3 13 ms 12 ms 12 ms 217.32.143.62
4 14 ms 14 ms 14 ms 212.140.206.250
5 14 ms 14 ms 14 ms 31.55.165.207
6 14 ms 14 ms 14 ms 31.55.165.109
7 14 ms 14 ms 14 ms 109.159.250.246
8 26 ms 27 ms 28 ms 109.159.250.147
9 24 ms 24 ms 24 ms peer1-xe3-3-1.telehouse.ukcore.bt.net [109.159.254.211]
10 28 ms 27 ms 27 ms lndgw2.arcor-ip.net [195.66.224.124]
11 25 ms 24 ms 25 ms 85.205.116.6
12 * * * Request timed out.

[Jenny]

Hi kevuwk,

Thanks for getting back to us.

Your speedtest and traceroute both look fine.

I’ve taken a look at your serial number and this is showing that it last updated this morning at 00.30. Is this working ok again now?

Thanks,

Jenny 

[kevuwk]

I have just checked and I'm still not connecting through the VSS even though lights 1, 2 and 4 are solid

[Retired-Andy]

Hi kevuwk,

The light sequence you’re seeing show that the Sure Signal is working correctly. Do you have more than one phone registered on the unit and if so, are they all experiencing the same connection problem?

Thanks,

Andrew

[kevuwk]

Unfortunately I don't currently have access to the other phones that are registered and won't for at least a week. I will update this if I can get my hands on one of them.