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Help adding users to my sure signal

treese
2: Seeker
2: Seeker

I have successfully registered my sure signal and my iphone 6 is working fine. I have 5 pips and 3G. I am the owner of the sure signal.

 

I have added 3 more users and they have all had the text but their phones are not connected. They have 0 signal. I have deleted them and added them several times. This wasn't working properly yesterday and the website said please try again later.

 

I have sky broadband fibre broadband. My router and sure signal are plugged into an upstairs bedroom. Parts of the house have 2 foot thick stone walls and we have a Belkin signal booster to help the broadband work throughout the house.

 

The sure signal has a constant red power light and the white internet and the white 5 bars light is lit.I have unpluggd it and plugged it in again and it has found my phone again no problem but not the others.

1 ACCEPTED SOLUTION

Problem is fixed.

 

I phoned customer services who did a master reset from their end which they said would take 6 hours. I then had to turn the phones off and on again.

Anyway, this made no difference.

 

I phoned again the next day and explained everything I'd done and about the reset the prvious day. I was put on hold for qute a while whilst the customer advisor consulted an engineer. He explained something about serial numbers/ numbers that computers use to talk to each other not being right (straight over my head a you can see). They were re-set. Then they did anither master re-set from their end. I had to wait another six hours, turn it off and turn it on again and it should be fine.

 

Anyway, it is great. Works fine. 

 

Doesn't work at all at one end of the house but I have 5 pips and 3G in the other end so I am happy enough. It's the fault of my house (2ft thick solid stone internal walls) and not the sure signal.

The broadband doesn't work all the way along the house without a booster either. 

View solution in original position

10 REPLIES 10

BandOfBrothers
17: Community Champion
17: Community Champion

Hi,

 

As long as your broadband speeds are of the needed speeds other Vodafone Mobile numbers should work. 

 

Try asking the phone owners to turn off 4G in their phones settings to force them onto 3G which is what the Sure Signal pushes out. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

treese
2: Seeker
2: Seeker

What light sequence you're seeing:


Your speed test results 17:32 Mbps and 8.68Mbps

Your external IP address: 94.194.84.10

 

Your Sure Signal serial number: 

 

The results of a traceroute. How do I find the run box on Windows 10?

The other users have put their phones on 3G but still not working. They did that about half an hour ago. Should it work straight away?

BandOfBrothers
17: Community Champion
17: Community Champion

Ask them to reboot their phones by turning them off and on. 

 

Also Live Chat will be able to access your account and help. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

They've turned them off and back on again. Still not connecting. 

BandOfBrothers
17: Community Champion
17: Community Champion

Ok please do then speak with customer service.

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

thanks I'll phone them in the morning. Wasn't sure if it is was something I'd done in the set-up

BandOfBrothers
17: Community Champion
17: Community Champion

You're welcome.  :Smiling:

 

I hope your contact with customers services yield results. 

 

Some further information in the faqs section. 

 

My-Sure-Signal-is-working-but-not-with-my-phone-What-can-I-do.

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

Problem is fixed.

 

I phoned customer services who did a master reset from their end which they said would take 6 hours. I then had to turn the phones off and on again.

Anyway, this made no difference.

 

I phoned again the next day and explained everything I'd done and about the reset the prvious day. I was put on hold for qute a while whilst the customer advisor consulted an engineer. He explained something about serial numbers/ numbers that computers use to talk to each other not being right (straight over my head a you can see). They were re-set. Then they did anither master re-set from their end. I had to wait another six hours, turn it off and turn it on again and it should be fine.

 

Anyway, it is great. Works fine. 

 

Doesn't work at all at one end of the house but I have 5 pips and 3G in the other end so I am happy enough. It's the fault of my house (2ft thick solid stone internal walls) and not the sure signal.

The broadband doesn't work all the way along the house without a booster either.