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HTC One M8 & Vodafone Sure Signal

StevenCavanagh
2: Seeker
2: Seeker

Hi,

 

Having received one of the above phones yesterday to replace an exisint phone (same number), I found it will not connect to the SS. Spoke to tech support who decided to re-sync the box. 6 hours later and guess what the phone will still not connect to SS.

 

The other 2 phones were fine (Blackberries) and after 6 hours they came back.

 

Now what? a day wasted and only 6 left before I have to return it as the SS is a must for me!

 

Any help appreciated.

Steve

 

Btw, the internet is up and on fibre so no issues there whatsoever. I've had all 3 phones (all blackberries) working fine for over a year, but the HTC will simply not connect. If I put it on 3G only it appears to connect (5 bars) for approx 15 secs then no connection at all

7 REPLIES 7

Retired-Matt_Vo
Moderator (Retired)
Moderator (Retired)

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

Retired-Andy
Moderator (Retired)
Moderator (Retired)

Hi Steve,

 

Try deregistering the number for the HTC One M8 from the Sure Signal for an hour.

 

Once you’ve added it back, try a factory reset of the Sure Signal itself.

 

To do this:

 

For versions 1 and 2:

 

  • 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

 

For version 3:

 

  • Find the button on the base of the unit next to the Ethernet ports
  • Press and hold the button for approximately 30 seconds
  • Once the lights come back on, release the button
  • The Sure Signal will come online in around one hour

 

If this doesn’t help, we’ll need the information requested by Matt to be able to help further.

 

Thanks,

 

Andy

Hi,

 

With regards to the above posts:-

 

Yes I've checked the troubleshooting - know it anyway!

The other phones are working as stated so checking pings etc is pointless

The issue only started after changing to HTC on 1 phone

Vodafone de-registered the number and restarted it today without success.

 

Steve

 

Finally working - level 3 sorted it, but no idea what was wrong.

Hi StevenCavanagh

 

If the SIM has changed when you upgraded the phone, the steps Andy provided would be required.

 

I'm pleased to see this is back up and running.

 

If you have any queries in the future, please post back.

 

DaveCD

Here we go again,

 

Another HTC arrived for the wife and again it won't connect to Sure Signal.

 

Contacted vodafone sure signal team, who attempted to sort by rebooting sure signal from their end (will take up to an hour) and although sure signal V3 appears up, both lights on - the device and now mine will not connect!!!!!

 

Fed up

Hi StevenCavanagh,

 

It’s unusual that now the HTC One (M8) connects but yours doesn’t.

 

Try switching your phone off for 30 minutes and see if it connects to the Sure Signal when you switch it on.

 

If it doesn’t, how old is your SIM?

 

If it’s more than 12-18 months old, pop to a Vodafone store for a free of charge replacement.

 

They’ll activate it for you there and then.

 

When you get home, you’ll need to reset the Sure Signal following the process above.

 

If this doesn’t help, post your Sure Signal serial number.

 

Andy