Cannot connect new user via Sure Signal

[milesm]

I have successfully registered a new user and they have received the confirmation text.  Their phone is 3G enabled and the phone recognises the Vodafone network when doing a manual search but it doesn't connect.  I have placed my own SIM card in the new user's phone and it connects OK.  When the new user's SIM card is in my phone it doesn't connect.

So the problem appears to be with the SIM card.  Not sure if it is significant but my SIM card is white, while the new user's is red.

[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

[milesm]

Thank you.  

I have used the trouble-shooting procedure with no success.

The requested information is as follows:

Your speed test results from here. 14Mbps down, 25Mbps up

Your ping test results from here. 18ms

Your external IP address from here. 5.61.121.67

The results of a traceroute.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.3.1 (192.168.3.1) 5.353 ms 3.401 ms 1.335 ms
2 192.168.0.1 (192.168.0.1) 4.171 ms 9.272 ms 12.433 ms
3 65-121-61-5.reverse.tnp.net.uk (5.61.121.65) 12.146 ms 12.486 ms 10.968 ms
4 10.93.254.81 (10.93.254.81) 20.994 ms 18.960 ms 15.685 ms
5 109.104.126.149 (109.104.126.149) 22.664 ms 47.394 ms 19.948 ms
6 phoenix-kusanagi.c4l.co.uk (84.45.90.182) 27.225 ms 40.939 ms 27.851 ms
7 kusangi-kraken.c4l.co.uk (84.45.90.170) 22.581 ms 23.019 ms 23.711 ms
8 kraken-wolverine.c4l.co.uk (84.45.90.149) 28.476 ms 22.398 ms 23.453 ms
9 lndgw2.arcor-ip.net (195.66.224.124) 28.534 ms 27.927 ms 29.556 ms
10 85.205.116.6 (85.205.116.6) 24.733 ms 46.445 ms 29.373 ms

Your Sure Signal serial number: 40120955642

[Retired-Lee]

Hi there milesm,

Can you confirm the number with the connection issue ends 969?

Please factory reset the VSS for me and let me know if that number still has issues.

Cheers,

LeeH

[milesm · Accepted solution]

Thank you.

Yes, you have correctly identified the phone in question.  I have done a factory reset and the phone is now connecting.

Thanks for your help.