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Phone not picking up 3G signal

mcgillca
2: Seeker
2: Seeker

Hi - my phone is not picking up the 3G signal.


When I log on to my account, the sure signal is active, all the lights are on, but I get no signal.

 

When I check the users, I am not listed (I am the owner, so not sure if this is because I am the owner or is an error).

 

When I try and add my phone, I 'm told I cannot since the phone is already added.

 

This phone has picked up 3G from the sure signal before, and nothing has changed.

 

Any suggestions?

 

Colin.

 

 

3 REPLIES 3

mcgillca
2: Seeker
2: Seeker
My wife's phone is also no longer working with sure signal

Enclosed my internet data - as you can see, no problems.

 

Colin

 

 

Download speed: 124 ,mb/sec

Upload speed: 11 mb/sec

Ping: 20ms, jitter 1 ms

 

IP address: 86.16.62.171

 

Serial number: 40132742657

 

Traceroute output

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Colin>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 9 ms 11 ms 7 ms cpc2-hers5-2-0-gw.6-3.cable.virginmedia.com [86.
16.62.1]
2 7 ms 7 ms 7 ms hers-core-1a-ae1-3885.network.virginmedia.net [8
0.3.33.249]
3 9 ms 9 ms 9 ms brnt-bb-1c-ae10-0.network.virginmedia.net [62.25
3.174.205]
4 14 ms 11 ms 11 ms brhm-bb-1c-et-410-0.network.virginmedia.net [62.
253.175.210]
5 * * * Request timed out.
6 35 ms 35 ms 35 ms lndgw2.arcor-ip.net [195.66.224.124]
7 35 ms 35 ms 35 ms 85.205.116.6
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\Colin>

Retired-Andy
Moderator (Retired)
Moderator (Retired)

Hi Colin,

 

Everything is fine with your traceroute, speed test and ping test.

 

Your IP address is on our whitelist so no problems there either.

 

You’re right in that you won’t show as a user as you’re the owner/admin of the Sure Signal.

 

Have there been any changes to your router at all, a firmware update for example?

 

Can you check to make sure the following ports are set up correctly?

 

Port Number

 

8          TCP      UDP    

50         TCP      UDP    

53         TCP      UDP      

67                     UDP                                                                

68                     UDP                                        

123                   UDP    

500                   UDP    

4500                 UDP    

33434 - 33445    UDP    

 

To make sure your Sure Signal is as up to date as possible, I’ve just resynced it for you.

 

So that the resync completes, can you do a factory reset for me:-

 

  • 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

Let me know how you go on.

 

Thanks,

 

Andrew