New SIM

[garymcgowan]

Hi Guys

I used to have a HTC but then I got an iPhone 5 and requested a nono SIM so I could use it on my vodafone number.

Since switching over to the iPhone with the new SIM, im not getting signal on my sure signal. I assume that as the sure signal is against my account, my own mobile number doesnt appear in the users list, because every time I try to add my phone number (cos its not in the users list), I get an error.

Please advise what I need to do.

Thanks

Gary

[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

[garymcgowan]

Hi Matt

I should have been clear and said that the Sure Signal works fine with all the other phones/users I have it enabled for,

My serial number is 40112853623. I read on the support that I need to contact SS support if I have a new SIM. Hopefully you can sort me out!

Thanks

[Retired-PaulE · Accepted solution]

Hi garymcgowan, 

Everything looks ok from this end, so I've forced a resynch through - can you reset your Sure Signal amnd let me know how you get on?

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Paul 

[garymcgowan]

Hi Paul

Everything is working now - seems your resync sorted it.

Thanks

Gary