new VSS seems operational but does not boost 3G signal

[davidjh]

Hello,

I've had a VSS for a little over two years, and it has worked fine. Recently, the device stopped working -- no lights at all -- and as it was outside guarantee I have bought a new one. I have registered the new v3 device, and connected it. It now has the solid red power light and the first two solid white lights. But 48 hours on and it is not boosting the signal in my house. I am down to a single bar, as before I had my original VSS, and the final light doesn't come on when I attempt to make a call.

How can I get the device to work?

David 

[Retired-Charles]

@davidjh - 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:

1. Click on Start and select Run
   
   
2. Type CMD into the Run box and press enter/click ok
   
   
3. A black box will appear.
   
   
4. In this box type tracert 212.183.133.177 press Enter
   
   
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[online999]

Whats the serial number?

How many phones have you got registered to the SS unit, and are they all doing the same thing?

Have you got 4G inside the building? if so turn off 4G on the phone, and try again, if needed try putting the phone in and out of airplane mode.

[davidjh]

Serial number 42144744044.

Three phone registered, and yes all doing same.

I've already turned 4G off, so I've got 3G signal only.

The troubleshooting thread is no help as it doesn't include an option for the first two lights solid white.

Any thoughts gratefully received,

David

[davidjh]

Hello,

The troubleshooting thread is not helpful as it doesn't have the option for solid red and first two lights in white.

Speed: 13ms ping; 40.75 Mbps down, 4.95 Mpbs up

ip address: 86.179.10.227

VSS number: 42144744044

traceroute:

Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\David>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 5 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 9 ms 8 ms 7 ms 31.55.186.177
4 8 ms 7 ms 7 ms 31.55.186.176
5 13 ms 8 ms 9 ms core4-hu0-16-0-3.faraday.ukcore.bt.net [195.99.127.206]
6 10 ms 8 ms 9 ms host213-121-193-183.ukcore.bt.net [213.121.193.183]
7 7 ms 10 ms 7 ms t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]
8 8 ms 7 ms 7 ms 166-49-211-254.eu.bt.net [166.49.211.254]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

[online999]

First 2 LEDs White is normal status 3rd led comes on when a phone is operating through ss

[davidjh]

Yes, that's what I have, but the third light doesn't come on when I use the phone and the signal is not boosted.

[online999]

I'll log onto your ss when I get a chance tomorrow and see what it's doing

[davidjh]

Thanks

[online999]

That unit appears to have been deregistered and registered to a number ending with 65

But the system only showed the old number ending 33 as the only number that would work.

Strangley although it was operational it was still shwoing as deregistered.

I've started a factory reset on the device to force it to redownload its profile, hopefully with the number ending in 65 as the user, once its up, it should allow that number to work.

If once the 2 white leds are on, its still not working (about 1hour ish) then post here and I'll have another look later