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Rank 1: Guest
Posts: 5
Registered: ‎18-03-2017

Phones won't connect to sure signal

The issue you’re experiencing:

 

For no apparent reason none of vodafone phones will now show as connecting to the Sure Signal box. I have 3 phones that had no problems until a couple of days ago and in terms of my network setup nothing has changed.

 

I have been through countless resetting, de-registering and re-registering the device but to no avail.

 

Turning off and on phones makes not difference. 

 

Changing phone connect to 3g makes not difference.

 

 What light sequence you're seeing:

 

- Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

- Dashboard says the sure signal is active


Speed test results

.

PING 28 ms
DOWNLOAD 32.59 Mbps
UPLOAD 6.74 Mbps


External IP address

 

31.50.22.138

 

Sure Signal serial number:

 

42160544864

 

Results of a traceroute.

 

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 13 ms 4 ms 1 ms 10.0.0.1
2 * * * Request timed out.
3 * * * Request timed out.
4 22 ms 21 ms 23 ms 31.55.185.176
5 20 ms 20 ms 20 ms core1-hu0-8-0-1.colindale.ukcore.bt.net [195.99.127.144]
6 21 ms 21 ms 21 ms peer6-hu0-6-0-2.telehouse.ukcore.bt.net [62.172.103.13]
7 23 ms 22 ms 22 ms t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.228]
8 22 ms 21 ms 21 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

Message 1 of 9 (963 Views)
Posts: 241
Topics: 1
Thanks: 69
Registered: ‎17-01-2017

Re: Phones won't connect to sure signal

[ Edited ]

@wagster Have you completed a SIM swap recently? 

 

We recommend removing and re-adding the affected numbers from the device.

 

Please note that this would require a 24 hour period between each step. 

 

This can be done via our Live Chat team. Smiley Happy

Message 2 of 9 (822 Views)
Rank 1: Guest
Posts: 5
Registered: ‎18-03-2017

Re: Phones won't connect to sure signal

@Alex

 

No i have not had any sims swapped, nothing has changed at all for anything regards phones, router, modem, line speed, IP address, DNS etc.

 

The only thing that has changed is the Sure Signal not wanting to work.

 

I have now removed all users and also de-registered the box. I will wait 24hrs to re-register then see what happens.

Message 3 of 9 (791 Views)
Posts: 7,380
Topics: 158
Thanks: 130
Solutions: 185
Registered: ‎13-01-2010

Re: Phones won't connect to sure signal

@wagster

 

Keep us updated with how you get on.

Message 4 of 9 (672 Views)
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Rank 1: Guest
Posts: 5
Registered: ‎18-03-2017

Re: Phones won't connect to sure signal

Have re-registered the Sure Signal and is now showing at active.

 

Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

 

Phones still not connecting to Sure Signal.

 

Now what?

 

 

 

 

Message 5 of 9 (621 Views)
Posts: 142
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Thanks: 32
Solutions: 1
Registered: ‎14-02-2017

Re: Phones won't connect to sure signal

@wagster

 

We've re-synced your Sure Signal to help resolve this issue.

 

Please allow six hours for this process to complete.

 

Once completed, please reset the device along with any phones associated with it. 

 

Let us know if this works. 

Message 6 of 9 (519 Views)
Rank 1: Guest
Posts: 5
Registered: ‎18-03-2017

Re: Phones won't connect to sure signal

Device has been reset

 

Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

 

Phones reset.

 

Phones still not connecting to Sure Signal!!!!!!!!!!!!!!!!!!!!!!

Message 7 of 9 (472 Views)
Rank 1: Guest
Posts: 5
Registered: ‎18-03-2017

Re: Phones won't connect to sure signal

Bump*

 

Still not working, please tell me what my next course of action is.

 

 

Message 8 of 9 (350 Views)
Posts: 597
Topics: 1
Thanks: 99
Solutions: 7
Registered: ‎30-04-2015

Re: Phones won't connect to sure signal

@wagster

 

Are you able to try connecting your Sure Signal in another location, such as a friend or family member's house? You’ll need to leave it connected for at least 24 hours.

 

We'll then be able to determine if the problems are specific to your location and router or with the Sure Signal itself.

 

If it experiences the same problems, please speak with our Live Chat team so we can look into this further. 

Message 9 of 9 (284 Views)
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