Vodafone VSS3 VSS2 Stopped Working

[charlieahill]

Vodafone VSS3 VSS2 Stopped Working

Following the implementation of a static IP address to our home network, our VSS3 and 2x VSS2s are not producing any phone signal.

Light Sequence:

VSS3: Power light flashing, Lights 2 and 3 solid orange

VSS2: Power light flashing, other two lights flashing white

Speed Test Results:

Ping 24ms

Download 19.71 Mbps

Upload 5.88 Mbps

External IP

81.150.0.100

Sure Signal Serial Number

VSS2: 40112204454

VSS3: 42151595644

Traceroute

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Sarah Hill>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms BTBusinessHub.home [192.168.1.254]
2 19 ms 19 ms 19 ms host81-148-160-1.in-addr.btopenworld.com [81.148
.160.1]
3 20 ms 19 ms 19 ms 213.120.182.141
4 20 ms 19 ms 19 ms 213.120.161.82
5 20 ms 20 ms 20 ms 213.120.182.67
6 21 ms 20 ms 20 ms 31.55.164.107
7 20 ms 20 ms 20 ms 109.159.248.73
8 29 ms 27 ms 27 ms core2-te-0-13-0-4.ilford.ukcore.bt.net [109.159.
248.10]
9 26 ms 28 ms 26 ms peer6-te0-9-0-17.telehouse.ukcore.bt.net [213.12
1.193.158]
10 25 ms 25 ms 25 ms t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.22
8]
11 28 ms 27 ms 28 ms 166-49-211-254.eu.bt.net [166.49.211.254]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.

Any help on this would be greatly appreciated.

Thanks,

Charlie 

[Carly]

@charlieahill

There was a move detected on one of your Sure Signal's, I've changed this back to your postcode and completed a resync.

Please give it six hours before you try to connect, then restart your phone within range of your Sure Signal.

Let us know how you get on.

[charlieahill]

Hi Carly,

Unfortunately it's still not working. I've tried leaving the units turned off for a while, and restarting them, and restarting phones, but it's still the same sequence of flashing lights on the devices as described previously.

Thanks for any help on this!

Charlie

[Becca_P]

@charlieahill

Could you please confirm if the Sure Signals are located on the ground floor?

As the system detected a location move, this may be why they've stopped working. 

Please let us know so we can look into this.

[charlieahill]

Hi,

Yes, all 3 Sure Signals are located on the ground floor, albeit in different buildings...

Still have three offline at the moment, so any support would be greatly appreciated.

Thanks,

Charlie

[Becca_P]

@charlieahill

Please try both Sure Signals in a different location, such as a friend or family members. Complete a reset of the device whilst at this location.

Get back in touch after processing this and let us know if the Sure Signal devices are working.

[charlieahill]

@Becca_P

I'll try this tomorrow, however, we could really do with making some more progress on this, as I've now been without phone signal for a week...

Are you able to talk to the devices from your end to confirm that nothing is blocking their communications to the central server? Device VSS3: 42151595644 is currently connected to the network, and should be able to communicate with the server.

Please can you give me any feedback on this asap, and I'll let you know how testing a couple of the devices at a friends goes tomorrow.

Thanks,

Charlie

[Rahim]

@charlieahill Were you able to test your Sure Signal devices at a different location? 

I've taken a look at both serial numbers given and can see that both devices haven't connected with our server since 17 January 2017. 

The light sequence you've mentioned on both devices indicates there may be an issue with the physical connection between your devices and your ISP (internet service provider) router. 

Please test a different Ethernet cable along with a different port on both the Sure Signal's and your router, then reset your device and reboot your router.

[charlieahill]

Hi,

All resolved now. The problem was with BT and blacklisting certain IP addresses.

Thanks for your help,

Charlie