Sure Signal not working with 4G

[Mozza76]

I've had a sure signal for a couple of months now as the signal at home is bad.

It worked on my work phone - a Iphone 4s, but not on my personal phone - a HTC One on 4g.

Youy told me at the time to switch off 4g - but I don't see how that's possible, and I don't think it's sensible - you sold me a sure signal after the 4g switch on, and didn't say anythign about the 4G use.

Now I have a 4G work phone, and I get the same thing - 1 to 0 bars on the phone.

I've re-registered both to no avail.

Here's the details -

- The light sequence and behaviour you're seeing. - Power light, and 2 white lights on the internet and signal.

 - Your speed test results from here. - Ping 44ms - Down 8Meg, Up 1Meg
 - Your ping test results from here. B* - very good.
 - Your external IP address from here. - 90.210.243.23

Can you also paste the results of a traceroute here for me?

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

C:\Users\Morrison>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     3 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    50 ms    46 ms    48 ms  ip-89-200-131-107.ov.easynet.net [89.200.131.107
]
  4    44 ms    43 ms    45 ms  ae99.edge3.London2.Level3.net [212.187.201.57]
  5    45 ms    72 ms    43 ms  ae-0-11.edge4.London2.Level3.net [4.69.200.126]

  6    55 ms    49 ms    43 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
  7    43 ms    46 ms    44 ms  ae-42-42.ebr1.London1.Level3.net [4.69.167.22]
  8    43 ms    45 ms    45 ms  ae-56-111.csw1.London1.Level3.net [4.69.153.114]

  9    45 ms    46 ms    43 ms  ae-122-3508.edge4.London1.Level3.net [4.69.166.1
3]
 10    63 ms    63 ms    62 ms  195.50.122.66
 11    65 ms    61 ms    61 ms  85.205.116.14
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16

[Mozza76]

By the way - Please do not just post back a simple - it won't work with 4 g - as that is not good enough.

You sold the phones, you sold the sure signal - at no time was there any warnings about this.

If it doesn't work, it's not fit for purpose, so if it cannot be sorted, please let me know how I get my money back.

[jeffkinn]

I have a phone with a 4G package and it works perfectly well with my Sure Signal - of course that only produces a 3G signal but that is how it should be.

So the 4G is total nonsense. Whatever the problem is, and the eforum tech team will be able to help you, it has nothing to do with 4G.

[Mozza76]

Cool.  I'd just seen one word replies from the guys on other threads dismissing the issue as 4g.

Actually I've turned LTE off my work phone, and it's still the same. 

[Retired-Kay]

Hi Mozza76, 

Can you let me know your Sure Signal serial number so that I can look into this for you? 

Thanks, 

Kay

[Mozza76]

Serial number is 40133827127

[Retired-Andy]

Hi Mozza76,

Apart from the timeout on Hop 2 of your traceroute, it’s fine, as is your speed test and ping test.

Your IP address is on our whitelist, so no problems there either.

Your Sure Signal hasn’t connected to our servers since 2 January, are you seeing a change in the normal light pattern?

To make sure everything is as up to date as possible, I’ve resynced your unit for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Andy

[Mozza76]

I'll try this when home, thanks.

Weirdly, it's never worked well with my HTC one, but did with the iPhone4s.

Since I've got a Samsung s4, it's not worked on either.

I'll let you know. 

[Mozza76]

It's not looking good.

After your re sync, I came home and the red power light was flashing.

I followed the reset steps, held the button down for a minute and nothing changed.

When I released it, all the lights completely went off, including power.  It stayedthat way for an hour. 

I unplugged it and plugged it back, and got the flashing power again, so I pressed the button for up to minute again, and the red light went stable, with an orange flashing light.

It stayed that way for 3 hours.

I followed the steps again and currently the red light is flashing.,

[Mozza76]

Vodafone this is the longest bit of tech support I've ever had....can someonecall me?

It's now more useless than ever, just a flashing red light, I left this going all night and tried to reset itagain, but samething.

Ireally needed to use this today....please respond and help fix it...