Phone won't connect to sure signal

[peter_333]

Hi Tech Team,

I'm having continued problems with my Sure Signal (version 3 I think - the one that hangs off the wall socket).

I had it unplugged while I was away on a work trip for 8 days, and couldn't get it to work when I got back last Wednesday (a variety of issues in the end, it seems).  After a number of days calling 191 for support it was up and running again, but only for about 24 hours.  I noticed this morning that my phone has lousy signal (1-bar on an iPhone 4), and it hasn't got better during the day.  Current situation is:

- Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

- Dashboard says the sure signal is active

Serial number is 40132326915.

I've tried powering my phone off and on again, and also tried to manually force it to search for a network connection (changing the carrier to another provider in the iPhone settings, then back to Auto), but it still has really bad signal, so I guess the phone isn't connecting to the Sure Signal at all.

What should I try here?

I'm loathe to keep trying hard resets of the Sure Signal as I've spent the last four or five days doing this, and hate that I have to wait 24 hours to see whether or not it worked.

Cheers,

Peter

[Retired-Laura]

Hi guys,

@squeezeanna –

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.

@nortonwoods – Please can you let us know your IP address so we can check that this is enabled.

Also have you tried doing a reset on the Vodafone Sure Signal?

See below:

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Cheers,

Laura

[nortonwoods]

Hi Laura

My Serial No. Is 42144736446

I was told on friday that it was connected ok and someone sent some updates or tests to it but it still isnt working.

I have just reset it as per V3 guide

I have tried to deregister and re-register but that made no difference.

I get a solid power and connection light but my phones dont connect or dial out.

When it is on my phones will not dial any numbers and i cannot dial them until i turn it off.

Its acting like a massive Faraday Cage in my house!

Can someone please sort this out for me

Thanks

[dancing-james]

I have an iphone 5s and received my sure signal box yesterday.  It has been registered and installed.

When I dial out from my phone it is not connecting to the sure signal box, the light to show a connection is happening is not lighting up.

How do I resolve this?

[Retired-Laura]

Hi @dancing-james 

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,

Laura

[tuftytrev]

hi

I have similar problem in that suresignal and iPhone 5 were working fine, strong 3G signal.  SureSignal was turned off, when I turned it back on three green lights no connection light and no phone signal.  I have tried hard reset, power off, phone reset.  Still nothing.

Serial number - 21197013671

thanks

[Jenny]

@tuftytrev – Your Sure Signal's showing as registered this morning – have you deregistered and reregistered it?

You’ll need to allow 24 hours after reregistering for everything to update.

If you’re still having problems after this time, please get back to us with the following:

• Your speed test results from here
• Your ping test results from here
• Your external IP address from here
• The results of a traceroute

VSS Traceroute command

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[tuftytrev]

Jenny

Many thanks, yes I had the Sure signal running for a week or so, before it stopped working.  Read in one of the forums to try de-register and re-register, which I did.  When I registered previously it was up an running within 10 mins.  However I will leave it 24hrs and try your suggestions below over the weekend.

Many thanks

[SteveHindle]

We have a V3 sure signal.

It worked 18 months ago before becoming stored away. 

I have deregistered it, reregistered it, held the reset button down and for 3 days it does the same thing.

First two lights are solid but phones cannot connect to them even though they have been added to sure signal and have got the messages to say they can now be used.

The serial number is : 40133851010

download speed 18mb upload speed 3mb

ping 22ms jitter 2ms

external IP 213.40.49.66

tracert 212.183.133.177

1 <1ms <1ms <1ms 192.168.99.3

2  6ms  5ms  17ms 10.0.4.14

3  7ms 9ms  6ms 212.111.132.118

4  18ms  14ms  14ms  v1-351.lon-th1cr.spn.kcom [86.54.183.202]

5  19ms 18ms  18ms  ldngw1,arcor-ip.net [195.66.224.209]

6   16ms  20ms  17ms  85.205.0.86

7   all others time out...

[jeffkinn]

How long was it stored away for and not used?

[joshua-gigg]

Registered a Sure Signal box v3 yesterday, and it was working fine. Tried today, and the phones don't appear to be connecting to it (multiple phones).

It has the power light stable, and the second/third light are white. When making a call, the fouth light doesn't do anything.

Speed Test: 63 down / 75 up

Ping: 15ms with 1ms jitter (no loss)

External IP: 193.104.89.10

Serial Number: 42151573567

traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets
1 192.168.5.250 (192.168.5.250) 3.441 ms 3.208 ms 3.269 ms
2 193.104.89.2 (193.104.89.2) 1.230 ms 1.311 ms 1.385 ms
3 cmbg-lam-3-tenge84-521.network.virginmedia.net (62.255.25.62) 8.104 ms 8.180 ms 8.259 ms
4 nrth-core-2a-xe-831-0.network.virginmedia.net (62.253.128.145) 9.976 ms 9.955 ms 9.921 ms
5 * * *
6 brhm-bb-1c-ae0-0.network.virginmedia.net (62.254.42.110) 11.148 ms 10.776 ms 11.022 ms
7 * * tcl5-ic-2-ae0-0.network.virginmedia.net (212.250.15.210) 19.753 ms
8 lndgw2.arcor-ip.net (195.66.224.124) 16.141 ms 23.989 ms 33.516 ms
9 85.205.0.93 (85.205.0.93) 15.640 ms 15.648 ms 15.556 ms
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Also, the thread linked at the bottom of https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Version-3-Sure-Signal-Troubleshooting/td-p/1393... (Click here if all lights are fine, but you don’t have any 3G signal.) doesn't work anymore.