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Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012
Accepted Solution

SIM Change, No Connectivity, De-registered cannot Re-Register

I have recently upgraded my phone and installed a new Sim with the same number. The Sure signal was working for other registered phones in the house. My new phone would not connect, or calls were dropping when connected.

I followed the instructions here: http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/PLease-rsync-my-sure-signal/td-p/1443902 

 

Now i can't register my Suresignal - I get the dreaded error: "Sorry we are not able to process your request because of following errors in your form. Sorry - we're unable to process your request right now. It won't take us long to fix this issue. Please try again later."

 

My SN is 40121020107

 

Please can you help reset, resync or whatever is needed to get this working again.

 

Many thanks,

Seb

Message 1 of 24 (4,341 Views)
Rank 2: First Poster
JennyB
Posts: 20
Registered: ‎27-02-2013

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Seb, do not hold your breath for a quick solution here, i think they have all gone for a bath after there happy meals. #Useless 

Message 2 of 24 (4,328 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

I have been in touch with Support with no resolution, they told me that they have registered my SS and to wait 1hr for the changes to be applied - no SS is registered against my account and i still get the same error.

 

Tech Team - can someone look into this for me? is anyone listening, i've not had a response?

Message 3 of 24 (4,297 Views)
Administrator
Matt
Posts: 16,216
Registered: ‎15-09-2009

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

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

Message 4 of 24 (4,284 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Thanks for the reply Matt.

 

Just to confirm there were no problems with my SureSignal for all other users before i de-registered, the sure signal has been working 100% until then. The reason why i deregistered the SS was to resolvle an issue with a new SIM.

 

Please can you investigate why i am not able to Register my SureSignal?

Message 5 of 24 (4,283 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Your speed test results

D:73.54Mbps / U:16.05 Mbps

Your ping test results:

Line Quality: b*
Ping: 25ms
Jitter: 1ms
ISP: BT


Your external IP address from here.
109.150.55.213

 

The results of a traceroute.

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

  1     6 ms     3 ms     3 ms  BThomehub.home [IP REMOVED]   2    12 ms    12 ms    12 ms  217.32.141.0   3    14 ms    12 ms    12 ms  217.32.140.206   4    22 ms    17 ms    17 ms  217.41.216.154   5    17 ms    17 ms    17 ms  31.55.164.189   6    19 ms    19 ms    18 ms  31.55.164.107   7    17 ms    18 ms    16 ms  acc1-10GigE-0-5-0-5.bm.21cn-ipp.bt.net [109.159.248.98]   8    30 ms    29 ms    28 ms  core1-te0-15-0-16.ealing.ukcore.bt.net [109.159.248.44]   9    23 ms    23 ms    22 ms  host213-121-193-144.ukcore.bt.net [213.121.193.144]  10    23 ms    27 ms    23 ms  LNDGW2.arcor-ip.net [195.66.224.124]  11    23 ms    23 ms    23 ms  85.205.116.10  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.

 

Your Sure Signal serial number:

Message 6 of 24 (4,280 Views)
Moderator (Retired)
James
Posts: 23,636
Registered: ‎21-07-2008

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi sebcraft,

 

The current Sure Signal isn’t registered so you shouldn’t have any problems.

 

Can I ask at what point do you get the error message?

 

However, so that we can get this manually registered for you I have sent you a quick PM, please follow the instructions on the PM and one of our team will be able to get this all sorted for you.

 

You can find your PM inbox here.

 

James

I’m part of the Vodafone Tech Team and here to help. As this is a public forum, we can only answer non account specific queries. Please note, we’re unable to reply to private messages.


If you see a helpful post, please click the 'Thanks' button to let the author know. If a post solves your query, please click the ‘This is the Answer?’ button. This helps others find helpful answers in the community too.

Message 7 of 24 (4,247 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi James, I've filed you the email form with the information you need.

 

Here's what happens when I fill out the Register Sure Signal Form:

1. Enter PostCode (as in email), Click Next and Next

2. Enter Serial Number: 40121020107

              Name: SureSignal

              Floor: 1

              Accept T&Cs

3. Click Add Users or Submit Without Adding Users

4. Error:

Sorry we are not able to process your request because of following errors in your form.

  • Sorry - we're unable to process your request right now. It won't take us long to fix this issue. Please try again later.

I confirmed with the Support Person via a call earlier and they receieved the same error message.

 

Seb

Message 8 of 24 (4,239 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

I meant to say, that i had exactly the same problem when i originally set up the SureSignal after i bought it.

 

I can't say how the support person resolved it then.

Message 9 of 24 (4,238 Views)
Tech Team
Simon
Posts: 10,443
Registered: ‎10-01-2011

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi sebcraft

 

Thanks for your reply. It's strange how you experienced this the first time around and then you're getting the same error again. 

 

We'll be able to get it registered for you. As long as you've emailed us with details as requested in James' PM we'll get it sorted.

 

Thanks

 

Simon

Message 10 of 24 (4,181 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

I've followed the steps outlined in the email sent to me and i'm getting the same error.

 

The steps I followed were:

1. Reset the SureSignal

2. Unplug from the network

3. Wait 24+ hrs

4. Reset the SureSignal

5. Plug into the network

6. Wait 1 hr for SS to register

7. Confirmed the SS Lights are on, not flashing

8. Tried to register the SS.

 

Please could someone look into the problem at a deeper level, there seems to be a problem that won't be fixed by hard/soft resets.

Message 11 of 24 (4,154 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi Tech Team.

 

It looks like someone has kindly registered my Sure Signal for me ( at 06/03/2013 18:31:24 ). The good news is that my phone is now connected with 3G+. The bad news is that other phones are not.

 

I added another phone at 06/03/2013 20:05:21 that was previously registered and working fine before I de-registered the Sure Signal. I've checked the phone intermittantly, restarting it each time and the phone cannot make a call. The phone is sometimes at 5 bars (connected to SS) and sometimes 0 bars (disconnected). Any calls made (when connected) are instantly dropped.

 

Please can you investigate further.

 

Many thanks...

 

 

 

 

Message 12 of 24 (4,078 Views)
Moderator (Retired)
Moderator (Retired)
Lee
Posts: 19,284
Registered: ‎27-10-2008

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

[ Edited ]

Hi there sebcraft,

 

Thanks for your post.

 

I've checked our email queues and can't find any emails from your registered eForum address right now. Can you confirm you sent us your details and if so, whether you got an auto response from us with a tracking reference that looked like this - #12345678?

 

If you did, can you let me know the reference and we'll check it out?

 

Thanks,

 

LeeH

Message 13 of 24 (4,069 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

My Tracking reference is #11168505, I got a response from Aftab who sent me the instructions to try and resolve the de-registration issue, i've listed these earlier in the post.

 

Seb

Message 14 of 24 (4,064 Views)
Tech Team
Jenny
Posts: 9,060
Registered: ‎29-07-2008

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi sebcraft,

 

Thanks for getting back to us.

 

I can see that we replied to your email this afternoon. :smileyhappy:

 

Let us know how you get on and if you’re still having problems, reply to the email and we can look into this further for you.

 

Thanks,

 

Jenny 

Message 15 of 24 (4,050 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi Jeremy,

 

Yes i am still having problems, hence refering to the email, please see the post earlier today at: ‎07-03-2013 08:38 AM

 

Seb

Message 16 of 24 (4,041 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi Tech Team

 

<Repeat Post>

 

It looks like someone has kindly registered my Sure Signal for me ( at 06/03/2013 18:31:24 ). The good news is that my phone is now connected with 3G+. The bad news is that other phones are not.

 

I added another phone at 06/03/2013 20:05:21 that was previously registered and working fine before I de-registered the Sure Signal. I've checked the phone intermittantly, restarting it each time and the phone cannot make a call. The phone is sometimes at 5 bars (connected to SS) and sometimes 0 bars (disconnected). Any calls made (when connected) are instantly dropped.

 

Please can you investigate further.

Message 17 of 24 (4,040 Views)
Moderator (Retired)
PaulE
Posts: 6,841
Registered: ‎07-10-2008

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi sebcraft, 

 

Your Sure Signal updated with us yesterday, but I've forced a resynch for you to make sure.

 

Can you reset your Sure Signal and let me know if the secind line starts working?

 

  • Locate the button on the base of the box 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 1 hour.

Paul 

Message 18 of 24 (4,022 Views)
Rank 1: Guest
sebcraft
Posts: 18
Registered: ‎11-05-2012

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi Paul,

 

I reset the Suresignal at around 13:00 today.

 

Sadly that doesn't seem to have worked.My Phone is at 3G+ 5 bars, the second phone is hovering between 0 and 3 Bars. 

 

Any chance you could take a look? I've emailed the number which is having problems, the Tracking reference is #11168505

 

Thanks,

Seb

Message 19 of 24 (4,013 Views)
Tech Team
Ben_H
Posts: 8,748
Registered: ‎08-06-2009

Re: SIM Change, No Connectivity, De-registered cannot Re-Register

Hi sebcraft,

 

Thanks for responding. I can see my colleague Darshit has pipped me to the post as he's already responded to the email reference you've given. Can you confirm you got this? :smileyhappy:

Cheers, Ben

Message 20 of 24 (3,960 Views)