Ater 24hrs - no phones are connected again! -Previous post Blackberry problem below

[newrolandsizzer]

:smileysad:

Hi,

My recent post about connecting a Blackberry was closed yesterday when all my phones started to work after you forced a re-sync.

On returning home today my box had just the power light.

I have done a full reset and it has settled with three lights on as normal.

However none of the phones in our house have found a 3G signal.

Can you force another sync from your end?  Why did it reset after such a short period?

80.44.12.147

Ping 0 packets lost, 36ms, 4ms jitter.

Suresignal S/N is 21222172948

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

C:\Users\Alasdair>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     6 ms     5 ms     5 ms  192.168.1.1
  2    29 ms    32 ms    31 ms  80-44-8-1.dynamic.dsl.as9105.com [80.44.8.1]
  3    35 ms    34 ms    34 ms  host-78-151-225-101.static.as13285.net [78.151.2
25.101]
  4    31 ms    31 ms    30 ms  host-78-151-229-8.as13285.net [78.151.229.8]
  5    36 ms    36 ms    36 ms  xe-11-1-0-rt001.the.as13285.net [62.24.240.6]
  6    36 ms    36 ms    36 ms  host-78-144-1-61.as13285.net [78.144.1.61]
  7    38 ms    38 ms    36 ms  host-78-144-0-145.as13285.net [78.144.0.145]
  8    43 ms    46 ms    40 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  9    38 ms    37 ms    38 ms  85.205.116.2
 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

[Phil]

Hi newrolandsizzer,

I have to admit it's very strange that the device stopped connecting, as you say, after a very short period of time. 

As requested I've done another resync for you.  Please do another factory reset and let us know how you get on.

Thanks,

Phil

[newrolandsizzer]

Back to three lights and nothing connected?

[Retired-Andy]

Hi newrolandsizzler,

Are you able to use our 3G network when not at home? From the checking I’ve done, it would appear that that the 8320 doesn’t support 3G which would explain why you’re unable to get 3G from your Sure Signal.

Hi DaveEllis,

We’ll need more information to be able to help you. Can you 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

Andrew

[newrolandsizzer]

The 8320 was a typo, its a 9320.

My family  also have an HTC HD2 and 2 x Iphone 4s in the house which were all previously connected and had been working fine for 12 months plus.

For a short while all the phones were successfully connected including the blackberry. (Sunday into Monday).

This was only after 4 x factory resets, 3 x register / deregister and a resync from yourselves. Since then I have tried deregister / register and the factory resets. After 24hrs tiscali have confirmed we had an interruption to our service - this reset the box to one light.  Since then I have tried everything above, always get back to three lights but none of the phones above connect.

Just to confirm I am doing the correct factory reset:

Hold in button until all 4 lights light up solid. Keep button pressed.

Power Off

Power On

Release button when the 4 lights light up in quick succession (chase each other) and it returns to 1 light.

After this I always get a complete resync (3 lights) very quickly, within a couple of minutes.  This seems strange as you always talk about it taking an hour?

I don't know the neigbours well enough to get them to allow me to pug the box in there.  I've turned off the firewall in my router no no avail.  It did work on Sunday before the 15 minute loss of service but I cannot get it to work again.

Does anybody ever update their user list and after the text message actually find the new phone is connected!:smileysad:

[Retired-James]

Hi newrolandsizzer,

Looking at the registration I can see that you have tried to deregister and re-register the Sure Signal yesterday however, the new registration has failed.

So that we can get this deregistered and manual re-registered for you we will need to confirm a few details for security with you.

To allow us to do this please follow the instructions on the PM that I have sent to you and one of the team will be in touch to get this done.

You can find your PM inbox here.

James

[newrolandsizzer]

Customer comment email sent - as per PM

[newrolandsizzer]

Have the eforum staff received my details?

Have received a reply - which has call centre stamped all over it! 

Not confident that anything is happening and still have no phone signal.

[Retired-PaulE]

Hi newrolandsizzler, 

Can you let me know the reference number of the email you received and I'll chase this for you.

It should look like this: [#12345678]

Paul 

[newrolandsizzer]

#11222212