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Solution

New Numbers Added to Sure Signal - Handsets not Connecting to Device

kidtrebor
2: Seeker
2: Seeker

Hi,

 

I added a host of new numbers to our Sure Signal about 24 hours ago through the online system but they do not appear to be communicating with the device yet.

 

Additionally I removed and added again some numbers which were already there but for which the SIM changed; these handsets are now happily communicating with the Sure Signal.

 

2 handsets which were previously registered continue to work.

 

So I'm only having trouble with the new numbers; 7 were added in total but none seem to be working with the SS device; the little activity light does not go on when I place a call from the handset and the signal is so bad most calls fail, due to the surrounding environment (you can imagine why we need the Sure Signal in the first place), so I'm confident there is a problem.

 

What can I do now?  Device serial is 21229603432.  Thank you

1 ACCEPTED SOLUTION

Thanks to all, this issue is now resolved!

View solution in original position

5 REPLIES 5

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

Your speed test results from here.

Ping: 9ms, download speed: 3.95Kbps, upload:0.63Kbps

Your ping test results from here.

Ping: 275ms, jitter: 171ms

Your external IP address from here.

87.86.91.90

The results of a traceroute.

 

tracert /d 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 29 ms 3 ms 2 ms 10.128.32.254
2 42 ms 4 ms 4 ms 87.86.91.89
3 18 ms 14 ms 13 ms 82.108.10.157
4 * * * Request timed out.
5 93 ms 15 ms 15 ms 89.200.135.90
6 14 ms 15 ms 15 ms 84.38.37.227
7 50 ms 14 ms 19 ms 89.200.135.145
8 32 ms 132 ms 33 ms 195.69.145.123
9 38 ms 35 ms 37 ms 188.111.129.25
10 33 ms 34 ms 132 ms 85.205.116.6
11 * * * Request timed out.

[...results time out after this, cannot ping either]

 

Your Sure Signal serial number:

Mentioned in first post

 

Thanks, I already checked the troubleshooting thread and it couldn't help.

 

I think it's worth mentioning again that existing handsets which were registered some time ago continue to work well, my problem only relates to new additions.

 

Tested again this morning and it is still the same problem.

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi kidtrebor,

 

Thanks for supplying all those details. Looking at your Sure Signal details, I can see the unit is communicating OK with our servers as tit connected just before midnight. I can see you've also tried the location change to reset the unit too.

 

So I can find out which of the 16 lines you have subscribed are the ones you're struggling with, I've sent instructions on how to reach my team here. :Smiling:

Cheers, Ben

 

Thanks Ben, I've followed the instructions and awaiting follow-up.

Thanks to all, this issue is now resolved!