Cannot connect main user

[frog61]

Hello

Hopefully someone can help!

We have 3 Vodafone mobiles in our home.

I registered first with my phone, it worked for a few weeks, now all of a sudden has dropped to almost non existant signal. one bar a couple of hours a day then none.

the other 2 phones are fine both have full signals.

We live in an area with No, I repeat NO vodafone service (depsite what shop and the coverage map say).

The phones that work are Iphones and mine is an android.

serial number of device: 42152178085

I wonder whether anyone from Vodafone here could help me with this?

I cant seem to deregister my phone number, so a bit stuck!

Some useful information I see others have asked for in the past:

Speed test - 77Mbps

Ping test, IP address and traceroute will have to be answered later today when home.

thanks in advnace!

[DaveCD]

@frog61,

We'll be happy to help you with the administrative side of your SureSignal, just come and speak to our Live Chat team.

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 ping test results

• Your external IP address

• The lights you're seeing on the Sure Signal

• The results of a traceroute

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.

[frog61]

Thanks Dave

Already gone through all the troubleshooting manuals, no luck still

as per your request:

Ip address: 51.6.39.36

Ping test: 28ms

Lights are as normal 2 whites one and 1 red one, 

this is a version 3,

traveroute results are:

1 25 ms 14 ms 18 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * 14 ms 137.hiper04.sheff.dial.plus.net.uk [195.166.143.137]
4 14 ms 13 ms 13 ms be3-3104.psb-ir01.plus.net [195.166.143.136]
5 13 ms 14 ms 13 ms 195.99.125.134
6 14 ms 12 ms 12 ms peer6-hu0-11-0-1.telehouse.ukcore.bt.net [195.99.127.13]
7 20 ms 19 ms 21 ms 166-49-211-228.eu.bt.net [166.49.211.228]
8 14 ms 12 ms 15 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

I have checked again, and still have no reception on my phone. the pther phones are fine.

[DaveCD]

@frog61;

As two of the phones are working with the SureSignal, it doesn't sound like there's a fault.

Everything you've posted looks fine too.

Please ensure that 3G is selected in your network settings. It's also worth testing your SIM in another device to see if this works.

If the SIM works in another phone, take your phone into your local store so they can check your settings and arrange a repair if required. They can also change the SIM if it doesn't work in the other phone.

[frog61]

Hi

Not relaly the answer I was hoping for.

There is nothing wrong wth the phone. Sim has been checked with other phones, still doesnt work at home.

Settings are correct as well, it has beenworking and now is not.

an you please advise what else?

[frog61]

Hi

I have now gone to 2 seperate vodafone stores. (Fenchurch Street and Cheapside Street).

Both tech guys have run through my phone and agreed:

a: the settings are correct

b: there is nothing wrong with my phone, ie: setting, wifi, bluetooth etc all working fine.

c: advised to go back on here and ask for further support.

Can you advise what else is there to do?

Should I remove my number off the Sure Signal, reset Sure Signal etc etc? (All have ben done before to no success)

is there anything you can do remotely to the Sure Signal to either re-register or deregister?

thanks

[Rahim]

@frog61 To resolve the issue, I'd suggest de-registering the Vodafone Sure Signal, waiting 24 hours and then registering it again.

[frog61]

Sounds great, 

Problem is, to log onto it, vodafone send me a text..without any signal I dont get a text message.

Its incredibly annoying having to do this every single time I logon to vodafone! Cant recall doing this for EE.

Will keep try and trying and advise. But again, if you had read above, I have already done this. and it didnt work.

[DaveCD]

@frog61,

Please check the Smart Setup is disabled on your router and that the following ports are open;

• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

If you're still experiencing issues after 24 hours, please test this at another location such as a friend or family members (preferably with a different ISP). 

[frog61]

Hi thanks for your response.

Can you advise how ths would work?

if the other phones are working fine.

Its got something to do with my number.

I tried my sim in 3others phones last night and each time I had the same result.

If the other phones are working fine, why would reseting and opening ports etc work?