VSS1 not picking up IPhone 5

[JimVee]

Hi Tech Team,

I had to swap over my I Phone 5 after the original one died on me.  The old one used to work fine and my wifes Samsung works fine but my signal is still very poor.  I have done the reset advice in the forum but the VSS1 still isnt picking up my replacement I Phone.  Can you please help.

Cheers Jim

[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

[JimVee]

Hi Matt

Results are:

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

 1    30 ms   298 ms   125 ms  BThomehub.home [192.168.1.254]  

2   131 ms    24 ms    30 ms  217.32.140.70  

3    33 ms    28 ms    59 ms  217.32.140.30  

4   160 ms    53 ms   118 ms  217.41.216.210  

5    42 ms    40 ms    62 ms  31.55.164.49  

6    32 ms    30 ms    27 ms  31.55.164.107  

7    25 ms    40 ms    29 ms  acc1-10GigE-0-7-0-5.bm.21cn-ipp.bt.net [109.159. 248.78]  

8    39 ms    47 ms    33 ms  core1-te0-13-0-4.ealing.ukcore.bt.net [109.159.2 48.8]  

9   100 ms    39 ms    30 ms  peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2 54.98]  

10    90 ms    85 ms    78 ms  LNDGW2.arcor-ip.net [195.66.224.124]  

11    39 ms   244 ms    75 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

[Retired-Lee]

Hi there JimVee,

Thanks for the traceroute. Could I get the other information as well, please?

Your speed test results from here.
Your ping test results from here.
Your external IP address from here. 

Your Sure Signal serial number:

Thanks,

LeeH

[JimVee]

Hi Lee,

Test results are

Down 9.08mbps

Upload 0.99ms

Ping Test 31ms Jitter 4ms

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/78795284.png[/IMG][/URL]

IP 86.149.16.206

VSS No: 21227852650

Thanks

[Retired-Andy]

Hi JimVee,

Thanks for the information; your IP address is on our whitelist and the line speed looks fine.

Your Sure Signal connected to our servers yesterday at 21:18, are you still unable to get a signal? I’ve also resynced your Sure Signal again to make sure it’s as up to date as possible. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks

Andrew

[JimVee · Accepted solution]

Hi Andrew, thanks very much. That seems to have sorted it.
Cheers
Jim