Sure Signal v3 not connecting to phone

[msharpe3875]

Hi

I live in a large house in an area not covered by Vodafone but am bound to use the network chosen by my employer.  I have been running 3 sure signals around the home for over 18 months with no problem.  Now all three have stopped working with no other change of hardware (router) or otherwise on the network.  The first 3 lights come on as normal, but when making a call or text the fourth light does not come on, and nor does my phone show any signal at all.

I have reset the sure signal and spoken to vodafone who assured me it is registered correctly and that I needed to do a hard reset of my phone.  Needless to say this did nothing.  I have tried all of the troubleshooting guides in the forum to no avail.

This is really frustrating and I need some real specific help to my problem.

Please help proactively

Thanks

Matt

[msharpe3875]

Can someone please look into this? 

[Rahim]

@msharpe3875 We're unable to see any issues with either of your Sure Signal devices from our end. 

Please ensure that you've dropped your phone settings down to 3G only as kindly mentioned by @chrisb_pt. 

If you're still unable to get the fourth light working, please test your Sure Signal devices in a different location. 

[msharpe3875]

Hi

I have confirmed I am on a vodafone corporate 3g only sim and so my settings are 3g only.  My wife is also on vodafone and not connecting to the sure signal in the same way.

My External IP is 212.159.122.109 - please confirm this is on your accepted list.

I have 2 Sure Signals both of which are showing the same behaviour

42151283837 and 40131626943

Therefore it must be something in your system that is not correctly syncing with our phones.

For clarity I include this below.

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  dsldevice.lan [192.168.1.254]

  2    12 ms    12 ms    12 ms  lo0.central10.psb-bng02.plus.net [195.166.130.25

3]

  3    13 ms    13 ms    13 ms  411.be6.psb-ir02.plus.net [84.93.253.111]

  4    13 ms    13 ms    12 ms  195.99.125.142

  5    13 ms    13 ms    13 ms  peer6-hu0-11-0-1.telehouse.ukcore.bt.net [195.99

.127.13]

  6    13 ms    13 ms    13 ms  t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.22

8]

  7    13 ms    13 ms    13 ms  166-49-211-254.eu.bt.net [166.49.211.254]

  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

External IP is 212.159.122.109

[Carly]

@msharpe3875

It doesn't sound right that you can't see the Vodafone network when manually connecting.

I've sent you a private message with details on how to contact us, please follow the link and we'll be in touch.

[msharpe3875]

I disagree that its a specific account issue.  We have 2 Sure Signals and 2 phones on vodafone.  I've registered one sure signal with each vodafone account and neither connect to any phones.

Can you confirm my external IP is ok?

[Carly]

@msharpe3875

Your IP address is showing as matched and in range, so you shouldn't have any issues connecting.

Aa mentioned in our previous message,  l've sent you a private message with some details on how to contact us. As you're unable to see the Vodafone network when trying to connect, this may be related to your issue.

[msharpe3875]

Also when i search for a network on my phone vodafone isnt listed as one thats available!