good morning! I'm having all sorts of trouble getting my suresignal to recognize my blackberry z10

[NiallErskine]

since i upgraded the phone light wont work despite 2 calls to vodafone and resetting the box twice, any ideas?

[Retired-Matt_Vo]

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

[NiallErskine]

testing this reply, posted info but didn't log?

[NiallErskine]

1 * 4 ms 1 ms BTBusinessHub.home [192.168.1.254] 2 18 ms 16 ms 15 ms 217.32.142.195 3 15 ms 15 ms 16 ms 217.32.142.222 4 26 ms 28 ms 27 ms 213.120.163.58 5 35 ms 25 ms 26 ms 31.55.165.69 6 25 ms 25 ms 25 ms 31.55.165.107 7 47 ms 24 ms 26 ms acc1-10GigE-0-2-0.mr.21cn-ipp.bt.net [109.159.25 0.66] 8 38 ms 36 ms 36 ms core2-te0-13-0-15.ilford.ukcore.bt.net [109.159. 250.36] 9 31 ms 31 ms 32 ms peer1-xe3-0-1.telehouse.ukcore.bt.net [109.159.2 54.219] 10 42 ms 86 ms 34 ms LNDGW2.arcor-ip.net [195.66.224.124] 11 35 ms 32 ms 35 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

[NiallErskine]

16.73 download 4.96 upload ping 34ms 2 ms jitter IP 86.167.246.64 SURE SIGNAL SERIAL NUMBER 21232185625

[NiallErskine]

hello anyone there?

[Retired-Andy]

Hi NiallErskine, 

I’ve checked our systems and can see your Sure Signal connected to our servers in the early hours of this morning, is your BlackBerry Z10 still unable to connect to it?

Everything looks fine with your traceroute and your IP is on our whitelist, so no problem there. Even though the Z10 hasn’t been connecting, does it pick up the 3G signal that the Sure Signal broadcasts?

Do you know anyone else who has a Sure Signal that you could try your phone on? This will help to identify where the issue lies.

To make sure it’s as up-to-date as possible, I’ve just resynced your Sure Signal for you. To make sure the resync completes, can you perform a factory reset:-

• Press the button on the foot of the device by the Ethernet sockets
• Hold it in for approximately 30 seconds
• When the lights come back on, release the button
• The Sure Signal will come online in around 1 hour

Let me know how you go on.

Thanks

Andrew

[NiallErskine]

thanks I will try and resync, the 3g doesnt show on either my z10 or my wifes iphone though, will see if any sign in an hour (btw it worked perfectly on my previous blackberry torch)