VSS1 stopped working

[rjhazeld]

I have had a VSS1 for many years periodically it stops working (correct lights but no signal on phone). This has recured. I have reset the VSS1 and have lights 1,2 & 4, all steady. According tot he dashboard on MyVodafone the VSS is active. The handset has been rebooted but has no signal (I have disabled WiFi but that makes no difference. The VSS1 serial number is: 21225090527. There have been no changes of router or ISP both of which are working well at the moment. The handset software was updated a couple of weeks or ago.

I can't pin down exactly when the connection tot he handset failed because the phone is seldom used (the Vodafone signal in the area is so poor I daren't give my mobile number as a principal contact number) I'd guess a week or so.

When this has happened before some sort of update has been sent to the VSS which has solved the issue can this be done now?

[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

[rjhazeld]

Thanks for the reply. Here are the results of the various queries:

Speed Test Results:

Ping 13ms

Download Speed 7.27 mbps

Upload Speed 1.01 mbps

Ping Test Results:

Line Quality B*

Ping 27ms

Jitter 1ms

Unable to test packet loss

Server Frankfurt 400 mi

ISP Plusnet Technologies

IP Address

Ip address 80.229.253.175 (Static)

IPv6  ::ffff:50e5:fdaf

Tracer:

C:\WINDOWS\system32>tracert 212.193.133.177

Tracing route to 212.193.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  192.168.1.1

  2    13 ms    13 ms    13 ms  lo0-central10.ptn-ag02.plus.net [195.166.128.191

]

  3    13 ms    13 ms    13 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.13

2]

  4    13 ms    13 ms    12 ms  xe-1-2-0.ptw-cr01.plus.net [212.159.0.112]

  5     *        *        *     Request timed out.

  6    17 ms    24 ms    24 ms  10ge8-4.core1.lon1.he.net [72.52.92.221]

  7    25 ms    38 ms    25 ms  10ge14-6.core1.fra1.he.net [184.105.213.146]

  8    83 ms   101 ms    84 ms  216.66.87.134

  9   156 ms   155 ms   128 ms  so-6-0-0.ufa-rgr1.pv.ip.rostelecom.ru [87.226.13

8.218]

 10   115 ms   117 ms   114 ms  188.128.2.86

 11   115 ms   115 ms   114 ms  rtcomm-94-229-21-178.bashrtcomm.ru [94.229.21.17

8]

 12   118 ms   118 ms   118 ms  92.50.176.173.static.ufanet.ru [92.50.176.173]

 13   117 ms   118 ms   118 ms  cmr4-te21.ufa.ufanet.ru [92.50.191.41]

 14   118 ms   118 ms   118 ms  ck165-1-te21.ufa.ufanet.ru [92.50.190.2]

 15   118 ms   118 ms   117 ms  cpo713-1-ech1.ufanet.ru [92.50.190.118]

 16   118 ms   117 ms   118 ms  92.50.129.153.static.ufanet.ru [92.50.129.153]

 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.

VSS1 S/N 21225090527

I don't understand the routing but going to Russian sites seems strange.

Hopefully you can diagnose the problem from the above.

[rjhazeld]

Sorry the tracer is wrong - dyslexic fingers!. The correct one is:

C:\WINDOWS\system32>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  192.168.1.1

  2    13 ms    13 ms    13 ms  lo0-central10.ptn-ag02.plus.net [195.166.128.191

]

  3    14 ms    14 ms    14 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.13

2]

  4    13 ms    14 ms    13 ms  xe-1-2-0.ptw-cr01.plus.net [212.159.0.112]

  5    57 ms    34 ms    13 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]

  6    14 ms    14 ms    14 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

  7    14 ms    14 ms    13 ms  ae-225-3601.edge3.London1.Level3.net [4.69.166.1

46]

  8    15 ms    15 ms    15 ms  195.50.118.230

  9    15 ms    15 ms    15 ms  195.2.30.61

 10     *        *        *     Request timed out.

[Gemma]

Hi rjhazeld,

We’ve pushed an update through to your Sure Signal.

Please leave it for at least 24 hours.

If it’s still not working after this, please perform a factory reset:

• 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.

Thanks,

Gemma

[rjhazeld]

I have followed your instructions but no discernable change. The VSS1 appeared to go through the reset process properly but my phone has no signal from it. Lights 1,2, & 4 are lit even when there is no 'powered on' phone in range.

Did the update get sent properly?

I re-ran the tracert but it stalled at the same point

[Retired-James]

Hi rjhazeld,

You will see this light sequence even if there are no phones in range as it means that it’s setup and ready to be used.

As the update has gone through OK, this should work fine when a phone is switched on and in range.

When you make a call, you'll see light three comes on to show a connection is being made through the Sure Signal.

James

[rjhazeld]

My phone was less than a metre away from the VSS1 and has no signal of any sort. No settings on the phone have been changed so it should just connect. If the phone WiFi is set to on it will use the WiFi to collect mail etc. In settings under Mobile Data (which is set to on) it says Disconnected. I can't send text messages or make a call with it. So something is not right.

[Sukhi]

Hi rjhazeld

I can see that the Sure Signal has updated. Is everything running ok now? If not please try another reset.

Thanks

Sukhi

[rjhazeld]

No it isn't. I have reset the VSS1 again. It is showing lights 1,2, & 3, as mentioned previously but no connection to the handset which is no more than a metre away. I have tried powering the handset off and on to no avail (it is working normally in all other respects).