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Solution

Sure Signal and ported phone

jennyjones
2: Seeker
2: Seeker

‎17-09-2013 01:17 PM

Hello

Have just switched from Android to iPhone 4 and although the number ported last week I cannot get a signal via Sure Signal - have updated my account with new IMIE etc and have tried reboots - left off for hours, not picking up my new iPhone 4.


Apparently a re-sync will fix that - is it possible to get that done?


Sure Signal Serial Number * 40111019648

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8 REPLIES 8

Retired-Matt_Vo
Moderator (Retired)
Moderator (Retired)

‎17-09-2013 02:44 PM

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

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jennyjones
2: Seeker
2: Seeker
In response to Retired-Matt_Vo

‎17-09-2013 08:24 PM

I have a V2 with the first 2 lights on, no 3G

speed test results http://www.speedtest.net/my-result/2973279164 - 0.45mbps up, 6.5meg down

ping test results 75ms  [URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/86552818.png[/IMG][/URL]

external IP 91.125.113.138

The results of a traceroute. - 

times out at hop 8

 

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

C:\Users\Richard>tracert 212.183.133.177

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

 

tracert 212.183.133.177

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

1 <1 ms <1 ms <1 ms 192.168.0.1
2 38 ms 41 ms 39 ms lo0-central10.ptn-ag01.plus.net [195.166.128.190]
3 37 ms 36 ms 38 ms link-b-central10.ptn-gw02.plus.net [212.159.2.130]
4 37 ms 35 ms 36 ms ptb-proxy02.plus.net [212.159.0.106]
5 37 ms 36 ms 36 ms ae2.ptw-cr01.plus.net [195.166.129.4]
6 37 ms 40 ms 39 ms lndgw2.arcor-ip.net [195.66.224.124]
7 49 ms 39 ms 39 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.

 

Sure Signal serial number: 40111019648

 

 

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Retired-Andy
Moderator (Retired)
Moderator (Retired)
In response to jennyjones

‎18-09-2013 01:30 PM

Hi jennyjones,

 

Thanks for the information.

 

Your speed test, ping test and traceroute are fine and your IP address is on our whitelist so no problems there either.

 

Did you perform the reset as I suggested?

 

I can see that your Sure Signal connected to our servers at 22:24 last night, is everything now working as it should?

 

Cheers,

 

Andrew

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jennyjones
2: Seeker
2: Seeker
In response to Retired-Andy

‎18-09-2013 05:29 PM

No, still missing the last white light....and no service on my phone

 

Thanks for your continued help!

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Retired-Andy
Moderator (Retired)
Moderator (Retired)
In response to jennyjones

‎19-09-2013 10:43 AM

Hi jennyjones,

 

We’ll need to take a closer look into this for you.

 

See how to get in touch with us here.

 

Thanks,

 

Andrew

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jennyjones
2: Seeker
2: Seeker
In response to Retired-Andy

‎29-09-2013 12:05 AM

Hello

 

Problem still not solved, any suggestions how I can get my sure signal working since I ported to an iPhone 4?

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Ben_H
Moderator (Retired)
Moderator (Retired)
In response to jennyjones

‎01-10-2013 07:08 PM

Hi jennyjones,

 

I've just checked for any email history using the same email address you registered to the eForum with. Unfortunately we've not had an email from you. 

If you used a different email address, let me know the [#12345678] reference attached to the automated delivery receipt you got and I can check again. If you used the same email address then I'm afraid it hasn't been delivered so I'd ask if you could send it again using the instructions provided above. 

Many thanks, Ben

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Retired-Andy
Moderator (Retired)
Moderator (Retired)

‎17-09-2013 03:51 PM

Hi jennyjones,

 

I’ve checked your serial number and it’s showing a location change.

 

I’ve updated the system and removed this message for you.

 

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

 

So that the resync completes, can you do a factory reset.

 

To do the reset:-

 

  • 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

Let me know how you go on

 

Thanks,

 

Andrew

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