Correct Sure Signal v3 lights but no Signal

[chantel-leanne]

My sure signal has worked fine for the past 3 months of having it and then suddenly its stopped working, iv tried resetting it, deregistering it and re registering etc but nothing has worked.. it shows all the correct lights as if it should work but i get no signal!

Speed test - Download 36.80 Upload 1.86

Ping test - Ping 26ms Jitter 5ms

External IP 92.16.57.58

Serial number - 42151254051

Trace route - Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     1 ms     1 ms  192.168.1.1
  2    13 ms    13 ms    13 ms  host-92-16-56-1.as13285.net [92.16.56.1]
  3    14 ms    14 ms    13 ms  host-78-151-225-141.static.as13285.net [78.151.2
25.141]
  4    14 ms    13 ms    14 ms  host-78-151-225-140.static.as13285.net [78.151.2
25.140]
  5    19 ms    19 ms    19 ms  host-78-144-9-27.as13285.net [78.144.9.27]
  6    20 ms    19 ms    19 ms  host-78-144-12-234.as13285.net [78.144.12.234]
  7    21 ms    22 ms    23 ms  lndgw2.arcor-ip.net [195.66.224.124]
  8    20 ms    21 ms    20 ms  85.205.0.93
  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.

[Retired-EricChe]

@chantel-leanne

We've checked all the information you've given us, and the information on our system and both are showing as being fine.

Have you upgraded your phone recently, causing a change of SIM?

The below steps should refresh the connection of the Sure Signal allowing you to connect correctly;

• De-register your number
• Assign the administration to a different number
• Reset the Sure Signal
• Re-add your number
• Reset your phone whilst in short range of the Sure Signal

If the Sure Signal still won't connect once you've complete the above steps, let us know and we'll investigate further.

[chantel-leanne]

How do I de register just my number as my number is the one it always registers with to begin with?

[chantel-leanne]

@ell How do I de register just my number as my number is the one it always registers with to begin with?

[chantel-leanne]

@ell I have tried all the above steps and still nothing! So annoyed now as I'm missing calls for work due to no service!

[Retired-Wayne]

@Chantel-leanne

If your number is the main number, you’d need to de-register the device completely and then re-register.

[chantel-leanne]

@wayne I did all those things and nothing resolved my matter luckily somebody from 191 managed to assist and all is working for now

[Sukhi]

@chantel-leanne

That's great thanks for letting us know

[chantel-leanne]

@sukhi I'm now having the same problems.. Again 😁

[ChazzD]

@chantel-leanne

Have you tried to de-register the device completely and then re-register?

Please try connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.

We'll then be able to determine if the problems are specific to your location and router or with the Sure Signal itself.