Changed to micro-SIM, unable to connect to Sure Signal

[mikeclough]

A couple of days ago I upgraded to a new mobile phone, keeping the same phone number, but utilising a micro-SIM instead of a stardard SIM. My new phone won't connect to my wife's Sure Signal v2. Can you re-synch for me?

SN 41113720449

Thanks.

[drey_p]

Hi there

As it has been more than 24 hours, please could you try removing the device and readding it to the SureSignal.  Give it another 24 hours and see how it is.  Normally this will sort out your issue.

[mikeclough]

I've just tried removing and re-adding the device (for the second time) but it still isn't connecting. 

[Retired-EricChe]

@mikeclough
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.

[mikeclough]

There are two other mobile phones in the house which connect to the Sure Signal without problems.

I have tried re-setting the Sure Signal, several times.

Serial number is listed above.

Download speed 3.48mbs, upload 0.45 mbs.

Ping; 47ms, jitter 3

External Ip address: 86.137.166.188

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 5 ms 7 ms 1 ms 192.168.1.1
2 42 ms 32 ms 34 ms 217.41.165.58
3 38 ms 36 ms 44 ms 217.41.165.161
4 37 ms 33 ms 33 ms 213.1.69.198
5 39 ms 37 ms 33 ms 31.55.165.231
6 38 ms 50 ms 32 ms 31.55.165.109
7 35 ms 47 ms 40 ms acc2-xe-4-2-2.mr.21cn-ipp.bt.net [109.159.250.244]
8 48 ms 46 ms 39 ms core1-te0-4-0-0.ilford.ukcore.bt.net [109.159.250.129]
9 40 ms 42 ms 41 ms peer1-xe3-0-0.telehouse.ukcore.bt.net [109.159.254.215]
10 43 ms 50 ms 44 ms lndgw2.arcor-ip.net [195.66.224.124]
11 48 ms 41 ms 41 ms 85.205.0.86
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.

Trace complete.

[mikeclough]

Well, I'm guessing you tech peeps have done something because now my new mobile phone has connected to the Sure Signal. Thanks!

[Rahim]

@mikeclough We're glad to hear the issue has been resolved.