New Phone, New Sim, Same number - Keeps losing Sure Signal

[Dwoods79]

Hello,

I upgraded from my HTC Desire HD to the HTC One X plus. The One X plus comes with the new smaller Sim so I had to register that with the new phone in order to keep my existing number. All that went through fine.

At home I am in a bit of a Vodafone black spot, so I had the Sure Signal installed last year for use with my HTC Desire HD - never had a problem with it.

However, now with the new Sim and Phone I find that I keep losing connection. It goes from full coverage on my phone for 30 seconds, to then no signal at all (emergency calls only) for 30 seconds.

It keeps dropping in and out like this. As soon as I drive away from my house and into an area that I don't require my Sure SIgnal to connect, it works fine - e.g. In work now I have a full signal and it does not drop out. As soon as I go home, I get the dorpping in and out every 30 seconds or so.

Is there something that needs to happen as I have a new sim now on a new phone, even though I have kept the same number?

Many thanks

Dwoods

[Retired-Lee]

Hi there Dwoods79,

Thanks for your post.

Could I take the VSS serial number from you please?

Cheers,

LeeH

[nokiacredit1]

Please help. I upgraded phone yesterday to HTC Windows 8X - have now waited 24 hours for my sure signal to work with new microsim (old phone had ordinary sim) but nothing happening so no coverage indoors. I really don't want to to hav ethe hassle of deregister & reregister  - can you sort it your end please? I was assured when I ordered phgone that it would not be a problem! I have already done several factory resets, switched phone off on lots of times etc etc

Thanks

[Retired-Lee]

Hi there nokiacredit1,

Can I take your VSS serial number so I can do a resync?

Cheers,

LeeH

[nokiacredit1]

serial no. 21223487469, thanks

[Ben_H]

Hi nokiacredit1,

Thanks for that! I've pushed a manual resynchronisation through for you. To complete it, can you:

Locate the button on the base of the box 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 1 hour.

If you still need any support, just follow this guide and post back here with the details requested if you're not directed to another thread.

Cheers, Ben

[RoySureSignal]

Hi,

I have had a similar problem. New phone, new sim, transferred my number over to the new sim and no signal from sure signal. My serial number is 4011 383 4523.

Hope you can help.

Thanks,

Roy

[Cailen]

@RoySureSignal

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.

[RoySureSignal]

Hi Cailen,

Details requested are as follows:

Speed test link: Ping 65, Download 6.67 Mpbs, Upload 0.38 Mpbs

Ping test link: Ping 17, Download 40 Mpbs, Upload 16.45 Mpbs 

IP address link: 87.115.144.95 

Traceroute results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  dsldevice (192.168.1.254)  34.564 ms  97.489 ms  99.862 ms

 2  lo0-central10.pcl-ag08.plus.net (195.166.128.189)  49.991 ms  48.399 ms  48.193 ms

 3  link-b-central10.pcl-gw02.plus.net (212.159.2.190)  48.167 ms  48.432 ms  47.910 ms

 4  xe-9-1-0.pcl-cr02.plus.net (212.159.0.222)  48.145 ms  47.848 ms  47.246 ms

 5  ae1.ptw-cr02.plus.net (195.166.129.2)  48.980 ms

    ae2.pcl-cr01.plus.net (195166.129.6)  48.039 ms  48.957 ms

 6  ae1ptw-cr01.plus.net (195.166.129.0)  95.054 ms  49.440 ms

    ae2.ptw-cr01.plus.net (195.166.129.4)  48.885 ms

 7  lndgw2.arcor-ip.net (195.66.224.124)  51.576 ms  49.922 ms  51.715 ms

 8  85.205.0.86 (85.205.0.86)  50843 ms  50.752 ms  48.956 ms

Serial number: 4011 383 4523

Hope you are able to sort the problem with no signal. Thanks,

Roy.

[DaveCD]

@RoySureSignal

All the details provided look present and correct :smileyhappy:

The Sure Signal is still associating your number with the old SIM which is why you're unable to receive signal.

The good news is that it's a quick fix.

Please follow these steps:

• Assign the Sure Signal to another number in My Vodafone,
• Remove your number from the Sure Signal.
• Reset the Sure Signal,
• Add your number back on,
• Restart your handset whilst in range of the Sure Signal.

To reset the Sure Signal:

• Hold in the reset button until all lights go solid
• Pull the power lead out with the reset button still pushed in
• Continue to hold down the reset button and reconnect the power lead
• Wait for all lights to come on and then release the reset button

The Sure Signal will be back online in around 1 hour.