Phone recognition lost

[Le_Corsaire]

I have a new Sure Signal for an IPhone 5S working through a BT Home Hub. It worked fine until I replaced the supplied Ethernet cable with a 5m long Cat6 cable to improve its location. Reception is very good but if I go out of range and then return, the phone is not recognised. I can resolve this only by a complete reboot of my phone after which it works fine again. Switching to Airplane mode and back again does not resolve the problem. This is clearly unacceptable so advice would be much appreciated.

[Retired-James]

Hi Le_Corsaire,

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

James

[Le_Corsaire]

Hi James,

Many thanks for your prompt reply. Here are the data you neeed and I look forward to further advice from you.

Best wishes

Le_Corsaire

Download speed:
1.41Mbps

Upload speed:
0.84Mbps

Pingtest: 12ms

Your IP:

86.135.170.125

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

1 2 ms 99 ms 99 ms BThomehub.home [192.168.1.254]
2 9 ms 9 ms 9 ms 217.32.147.3
3 10 ms 10 ms 10 ms 217.32.147.30
4 11 ms 12 ms 11 ms 213.120.176.34
5 11 ms 12 ms 11 ms 217.41.168.223
6 12 ms 11 ms 11 ms 217.41.168.109
7 13 ms 11 ms 11 ms acc2-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net [109.1
59.249.202]
8 12 ms 12 ms 11 ms core2-te0-7-0-15.faraday.ukcore.bt.net [109.159.
249.143]
9 41 ms 12 ms 13 ms peer2-xe8-0-1.telehouse.ukcore.bt.net [109.159.2
54.179]
10 12 ms 12 ms 12 ms t2c3-xe-2-1-2-0.uk-lon1.eu.bt.net [166.49.211.19
2]
11 12 ms 11 ms 12 ms 166-49-211-254.eu.bt.net [166.49.211.254]
12 12 ms 13 ms 13 ms ae14-xcr1.lnd.cw.net [195.2.30.113]
13 14 ms 14 ms 14 ms ae6-xcr1.bkl.cw.net [195.2.10.242]
14 * * * Request timed out.
15 * * * Request timed out.
16 *

Sure Signal serial number: 40134706296

[Retired-Matt_B]

Hi Le_Corsaire,

Everything looks fine from the results you've posted.

Please register someone else's phone on your Sure Signal and let us know if they experience the same problem as you.

This will give us a better indication as to whether its your phone or Sure Signal that's playing up.

Thanks,

Matt B

[Le_Corsaire]

Hi Matt,

Thanks for your reply and I am delighted there seems to be no problem with the posted results. Unfortunately all of my friends and family use O2 as the reception is so much better in my part of the country with this service provider. For myself, I was compelled to transfer to Vodafone as my phone is now provided by my business who have a contract with Vodafone and not with O2. For this reason I had to purchase a Sure Signal and am suffering such problems. Clearly rebooting my phone every time I come into range of the Sure Signal is not acceptable but would you suggest I take the phone to the Apple Store to check it out? I can tell you the behaviour is completely consistent. Even if I go into the garden for a minute and come back to the house I have to completely reboot the phone if I am to get a signal.

Best wishes

Le_Corsaire