iPhone 4S not connecting

[Lyndell]

Hi, I have constantly had trouble with my sure signal since I got it and it was even worse with the HTC Wildfire S.  In April I decided to buy an iPhone 4S from the local Vodafone store in the hope that I would get a better signal and hopefully 5 bars.  Unfortunately it didn't make much difference and I must have read every solution on the forum.  I eventually gave up and reluctantly decided that I would move to another provider when my contract expired.  However before I do I thought I would give it one more try and found a post stating that it could possibly be related to a change of sim card?  I was just wondering what you thought of this solution?  I have re-registered and reset my sure signal and can confirm that my phone is not connecting.  The serial number of the sure signal is 40112885468 and it is model 9361 Home Cell V2-V.  Any help would be appreciated.  

[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

[Lyndell]

Hi Matt - I have looked at the troubleshooting section but could not find a solution.  I have an imac which I am just getting used to so can you please explain how I do the VSS  traceroute command on it.  Thanks.

[Ben_H]

Hi Lyndell,

Thanks for responding. You can get a traceroute on a Mac by:

1. Open the Utilities folder on your hard drive.
2. Launch the Network Utility.
3. Click Traceroute.
4. Enter the domain name for which you want to perform a traceroute, and then click Trace.
5. Select the results and then right-click and select Copy or press COMMAND+C to copy the text.
6. Paste the text in your reply.

Once we have this and you speedtest results and IP details, we can look at this a little closer.

Cheers, Ben

[Lyndell]

Hi Ben

Thanks for that.  Info below - hope it is what you need.

IP Address is 86.22.137.212

Speed results:  Download 31.03 - Upload 2.00

Ping results:  Download 31.16 - Upload 1.98

Sure Signal Serial number 40112885468

Traceroute:-

Not sure how long I should have left this running so I stopped it when it reached 47 - hope this is ok.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  10.158.8.1 (10.158.8.1)  9.029 ms  9.818 ms  8.998 ms

 2  midd-core-2a-ae6-643.network.virginmedia.net (213.106.236.53)  8.480 ms  10.060 ms  11.430 ms

 3  leed-bb-1c-ae3-0.network.virginmedia.net (62.253.174.45)  11.573 ms  12.218 ms  9.836 ms

 4  leed-bb-1b-ae10-0.network.virginmedia.net (62.253.174.25)  33.549 ms  10.421 ms  15.563 ms

 5  nrth-bb-1b-et-400-0.network.virginmedia.net (62.253.175.46)  18.112 ms  19.466 ms  17.885 ms

 6  tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18)  19.033 ms  20.797 ms  21.501 ms

 7  ldngw1.arcor-ip.net (195.66.224.209)  36.123 ms  34.034 ms  41.035 ms

 8  85.205.116.14 (85.205.116.14)  33.567 ms  34.740 ms  33.629 ms

 9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

31  * * *

32  * * *

33  * * *

34  * * *

35  * * *

36  * * *

37  * * *

38  * * *

39  * * *

40  * * *

41  * * *

42  * * *

43  * * *

44  * * *

45  * * *

46  * * *

47  * * *

[Sukhi]

Hi Lyndell

Thanks for providing your Traceroute, everything looks ok. Your IP address is on our whitelist. Your speed test and ping test seem fine.

To make sure it's up to date on our network I’ve given the SS a re sync from our end, can factory reset to complete the process?

Locate the button on the base of the box 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 be back online in around 1 hour.

Thanks

Sukhi

[Lyndell · Accepted solution]

HI Team - I have now got five bars on my phone for the first time ever!  Thank you all so much for your help, I do appreciate it.  Now there is no need to move to another service provider!!