Vodafone Sure Signal

[meb19722]

Tech team can you please help me - i have added an iphone 4s to my sure signal but i still dont get full signal on the phone. we need this urgently

[meb19722]

James / Tech Team are you able to sort out my sure signal so the iphone works with it please

[James]

Hi Cathyb544,

Unfortunately you won’t be able to transfer the ownership to the other person unless they have an online account.

In these instances the only thing that you can do is to de-register and re register the unit completely.

However, I can see that you have already done this and that the Sure signal registered with the server again this morning to fully complete the setup.

Can you confirm if you are still experiencing this issue today?

@ KatDunlap, Please can you completely de register your Sure Signal, leave for over one hour and register again to see if this picks up the new SIM in your phone.

Also, please can you let me know your serial number so we can check the registration once it has been done?

James

[KatDunlap]

@ James - we have deregistered the SS on the 'my account' bit and are now going to wait an hour before reregistering.

The serial number is 21196866186

Hope this works!

[meb19722]

Hi James /Tech Team

I have been reading this thread to try and get my wife’s new IPhone 4S connected to my vss. (It is a new Voda account with a number ported from Orange)

I have tried the following steps: -

1)      Down powered my vss.

2)      Transferred ownership of my vss account to a friend.

3)      Deleted and re-added my wife’s number into the account.

4)      Transferred the account back to myself.

5)      Waited 30 minutes then powered up vss and carried out a hard reset on the box.

My vss came back up after about 20 minutes and my old Blackberry phone reconnected straight away as usual.

I then rebooted the IPhone 4S, put it into Airplane mode and back and finally manually selected Voda but it still will not connect.

My serial number is 40112312133.

Could you please carry out a resync on my account and then advise what I should do next.

I note that you say follow "yorkster11" steps after you have resync’ed other peoples accounts, “left it unplugged deregistered it reset ss and my phone all at the same time”

Can you please elaborate on the duration I should leave it unplugged and between deregistering/re-registering it. (Or is moving ownership just as good)

Thanks for your help in advance, I must get this working as we have no Voda signal in our house and the IPhone will have to go back for another network if I cannot get this working.

[Simon]

Hi 6dw

Thanks for your post. So that we can access the account in question to check why your users won't show via My Account please conatct the team directly with the details. I've sent a private message to you with details of how to do this.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Thanks

Simon

[meb19722]

Hi Tech Team

Sorry to chase but do you have an update on my resync?

S/N 40112312133

I need to get this working today or unfortunately I am going to have to take the phone back tomorrow as it is no good to me without a signal in my house.

Thanks for your help

[meb19722]

Hi Tech Team

As no response on this thread, I have now asked Customer Services to re-sync my box, which they say they have done.

They have asked me to leave the box on for 6 hours and then hard reset it.

I hope this works, as if not will have to return phone and cancell the contract tomorrow.

[Lee]

Hey meb19722,

Please accept my apologies for missing your post on three occasions. I am really sorry for this; it's definitely not what we expect on the eForum.

I'm pleased to see you've been able to contact customer services to force a resync of your unit. You will, however, need to perform a factory reset for the resync to go through fully:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come back on or flash, release the reset button
• The VSS should come online within the hour

In relation to your other questions; the advice from yorkster11 would generally mean to leave it for about an hour. Moving ownership would also be good advice, so long as the owner is the one with the problem of the iPhone not connecting. If it's not the owner affected then changing owner would be a futile course to take and removing and re-adding the user would be a much more beneficial step

Do let me know if require any further assistance, and once again, apologies.

Lee

[meb19722]

Thanks for the reply Lee.

After customer services “resync’ed” my account on Friday, I hard reset the box as requested Friday evening.

The Box then refused to come on line again.

On Saturday the box still had not come up so I had no choice but to return the IPhone 4S to the voda shop and then take out a (more expensive) contract on Orange as they have coverage in our house.

While I was in the Voda shop they exchanged my vss box in case that was the problem.

I have registered this new box and it to date it still has not come on line so I now can’t use my Blackberry in my house either. (Fantastic)

I now get the very much talked about (all over this forum) 10 mins of flashing network and phone light then just the power light. (I have reset my router and vss and deregistered and re-registered a number of times and have waited over 24 hours)

But I quess this problem now belongs in another multiple page thread of people pulling their hair out with the same problem.

I give up, this product is just far too unreliable and is quite frankly a joke.

[Simon]

Hi meb19722

Thanks for your reply. I can understand why you would have this impression of the Sure Signal however I can assure that once any errors have been worked around it does provide a fantastic tool to ensure 3G signal in your home.

Please could you provide the serial number of the replacement device so that we can check this from our end?

Thanks

Simon

[meb19722]

Hi Simon

Thanks for the reply, but my ss miraculously “sprung” back into life last night, (without any further reboot/reset or re-sync), so did a friends one who was having the same problem.

I have noticed there are a number of people on other threads saying the same thing and somebody mentioning an “upgrade” to the system yesterday?

Vodafone obviously had a problem, I just wish either customer services or yourselves had known/stated this fact as it would have saved me exchanging the box at a voda store and then 3 days off speaking to customer services and constant rebooting/resetting/re-syncing then waiting for "at least 6 hours" all of which were completely pointless.

Also, if I had had confidence that Voda had a problem and my ss would eventually work again, I would have kept my Wife’s new IPhone 4S and the voda contract

[meb19722]

Further to the above, I agree, it is a fantastic product when it works (and isn’t offered by any other UK operator), but the diagnostics/support available when it don’t work are quite simply very poor. Simply rebooting/resetting then waiting for hours is a joke and very frustrating.

The lack of a web interface like any other box you would attach to your home network to give useful information is a major flaw.

[gssaw]

Success!!!!

Hi all.  After a couple of days convinced that my VSS as at fault, I have fiddled my way to a solution that has finally persuaded my iPhone 4S to latch onto a 3G signal from the VSS and thought that I would share it with you.

1. Disable WiFi in the General Settings on the iPhone.
2. Enable Airplane Mode.
3. Wait a few seconds.
4. Disable Airplane Mode.
5. Hey Presto – 3G and 5 bars on the screen!
6. Enable WiFi again, if you need it.

Note that the 3G symbol will not show while WiFi is enabled, but 5 bars on the handset and correct action on the VSS phone light confirm that all is as it should be.

It worked for me and, if you are as frustrated as I was, anything is worth a go.

Good luck.

[DrSteve]

Had this problem too. Traded in my Galaxy S2 in store yesterday for an iPhone 4S and it wouldn't connect to my Access Gateway (one of the originals bought for quite a sum of money at launch!!). 

Went through the deregister > reregister > hard reset > reboot phone and finally got it working last last night. Initially could make calls but had no internet access. That seemed to be fixed by another reset. Seems to me working well now.

Just out of interest is there any hardware difference between the original 'vodafone access gateway' and the new shape unit or is is purely cosmetic?

[NickVidamour]

Hi I've been having problems with my sure signal for the past week and had no luck with the support from Vodafone so far. My serial umber is 40113426007 I have tried the following without success 1 factory reset 2 de register and re register sure signal 3 tried sim card in a different iPhone 4s 4 tried different router 5 configured DMZ for the device ip address I'm currently with virgin media 50 mb service with no ping or speed issues The device has been working for the past 6 months without issues until recently Could some check whether the device can be seen on the network External ip is 77.97.184.183

[kaiserimy]

Hi Tech team, I've changed one of my phones from blackberry to iPhone 4S! I've added the iphone 4S to the VSS and got the confirmation text to say the phone was ready to use the SS. But when I enable 3G in the Network settings, the searching status comes up in the corner and I lose all reception. I have a iPhone 4 already on the VSS and it shows as a full reception with 3G in the corner. This iPhone 4S however shows just minimal reception with a little circle (meaning no 3G)!

i've de-registered the phone number and re-registered, but still no 3G reception.

I've read on some posts here that it has to do with the OLD sim card sim number (starting with 8944) needing to be deleted from the SS so that the new MicroSim number can take it's place.

Can you confirm? I'd like to get this fixed as soon as possible just so I can rule out it isn't an issue with the iPhone 4S itself so I can get a replacement.

Please help.

Imy

[Simon]

Hi DrSteve

Thanks for coming back to us and letting us know that you're back connected

It is correct that the only difference in the two Sure Signal devices is cosmetic and the hardware is the same. The VSS V2 also has three lights where as V1 has four lights.

Hi NickVidamour

Please could you check your Sure Signal serial number as it is showing as invalid so I can't see any information on your device?

Hi kaiserimy

We have seen this instance before where users have transferred their number to another SIM card and the Sure Signal doesn't pick up the change. To rectify this you'll need to de-register your Sure Signal via the Sure Signal Dashboard in My Account. Then register your device again with the numbers and they should connect to the device.

Thanks

Simon

[NickVidamour]

Hi Sorry, mixed up two of the numbers, the correct one is 40112436007 My ip address now is also 77.100.134.36

[Wayne]

Hi NickVidamour

Thanks for that, your IP address is fine but your Sure Signal is showing as connecting to the network at 01:23 in the morning last night. Can you confirm if you are still having issues?

If you are can you tell me what the lights on the Sure Signal are doing?

Thanks

Wayne