HTC One and Sure Signal

[Aaron4048]

Hi,

Got the HTC One today, it working fine but it wont connect to my Sure SIgnal, the number is registered and that but still wont work for some reason.

hope someone can help,

Aaron

[Nabs]

Hi Aaron,

As part of your upgrade did you have to change the type of SIM you were using?

Nabs

[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

[Aaron4048]

Hi Matt,

I have tried the Sure Signal Troubleshoot with no luck, I have even transfer ownership to my other number to see if this would fixed the problem but no joy.

I have attached the results from SpeedTest, PingTest and WhatMyIP to this reply for you.

The results below are from the VSS Traceroute

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

C:\Users\12>tracert 212.183.133.177

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

1 1 ms 1 ms 1 ms 192.168.1.1
2 33 ms 33 ms 31 ms host-78-150-144-1.as13285.net [78.150.144.1]
3 64 ms 43 ms 37 ms host-92-31-244-25.as13285.net [92.31.244.25]
4 37 ms 35 ms 37 ms host-78-151-225-104.static.as13285.net [78.151.2
25.104]
5 45 ms 43 ms 44 ms host-78-144-8-1.as13285.net [78.144.8.1]
6 80 ms 48 ms 42 ms host-78-144-9-27.as13285.net [78.144.9.27]
7 43 ms 43 ms 41 ms xe-9-0-0-scr001.thn.as13285.net [78.144.0.234]
8 43 ms 46 ms 44 ms host-78-144-0-145.as13285.net [78.144.0.145]
9 44 ms 59 ms 46 ms lndgw2.arcor-ip.net [195.66.224.124]
10 45 ms 44 ms 44 ms 85.205.116.14
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.

Trace complete.

C:\Users\12>

and my Sure SIgnal S/N is - 40111915431

Aaron

[Aaron4048]

Hi Nabs,

Yep my sim was changed but normally this would only take a few hours to a day at most for sure signal to pick up my new sim, is this right?

Aaron

[Retired-Andy]

Hi Aaron4048,

Thanks for the information you’ve provided, everything looks fine with your traceroute, speedtest & pingtest. Your IP address is on our whitelist so won’t be affecting your current issue.

Your Sure Signal connected to our servers yesterday at 21:35, are you still unable to connect?

So that we know your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure it completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 come online in around one hour

If this isn’t successful for you, the next thing would be to try your Sure Signal on a different internet connection. If it works there, then it would indicate there’s something in your current set up that’s preventing it from maintaining a stable connection to our servers.

Let me know how you go on.

Thanks

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[Aaron4048]

Hi Andrew,

I have performed the tasks you have asked me to do and still having no luck, could this be because the HTC One is not working with Sure Signal or would I need to get a new sure signal box? as now it only got one light on (see attached image)

Aaron

[Retired-Wayne · Accepted solution]

Hi Aaron4048

Thanks for this. The light sequence you have posted there would indicate that the Sure Signal is connected and ready to go. Can you try removing your number from the Sure Signal account and re-adding it? You’ll need to wait 6 hours for it once you re-add.

Thanks

Wayne

[bfaichney]

Hi,

I've got the same problem as Aaron4048, but in the process of trying to resolve it, my SureSignal has decided not to play ball. Basically, I've had my SS v2 for about 18 months and it worked fine with my HTC Desire HD. A week past Saturday I upgraded to an HTC One. I had to get a new micro SIM too as the Desire HD used a full size one. On bringing the device home I noticed it was reporting the signal strength I would expect if the SS wasn't switched on (1 bar, 2 if I'm lucky). I phoned customer services a couple of times who sent a re-sync to the SS. Although they didn't say, I read online that I needed to do a reset on the SS, so I did this too. But from then on, I get a steady red power light whilst both the system & phone lights flash together continuously. I've left the device over 24 hours and still those lights just flash. I tried de-registering the SS, waiting 4 hours then re-registering but it makes no difference. On my last call to customer services the operative told me to take the SS to my local VF store who would run diagnostics on it, but when I called them, not surprisingly, they told me this was something they could not do. I've given my SS a static IP (via a DHCP reservation) now and put it into a DMZ so as to hopefully rule out any firewall port blocking (bearing in mind though the SS worked fine with the same router & ISP prior to me doing the hard reset) but still those lights flash.

I've done the various tests that you asked Aaron4048 to do, screenshots attached for speed test, PING, and external IP, tracert output below:

C:\Users\Brian>C:\Users\Brian>tracert 212.183.133.177

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

  1     3 ms     4 ms     3 ms  192.168.0.1
  2    30 ms    28 ms    30 ms  lo0-central10.ptw-ag04.plus.net [195.166.128.194
]
  3    28 ms    27 ms    27 ms  link11-central10.ptw-gw01.plus.net [84.93.248.11

6]
  4    27 ms    27 ms    26 ms  xe-10-0-0.ptw-cr01.plus.net [212.159.1.40]
  5    30 ms    31 ms    28 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    28 ms    29 ms    29 ms  85.205.116.2
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9  ^C
C:\Users\Brian>

The serial number of my SS is 40112222118. Can you please advise:

a) how to get the SS back online? If it is broken, can it be repaired? I believe new v3 models are now £100 (twice the cost of the v2) which I'm reluctant to pay. Vodafone should really hand these out FOC to customers unable to to get a reliable signal.

b) assuming the SS isn't faulty and can be brought back online, how do I get my HTC One to work with it? I've read elsewhere on this forum that its predecessor, the HTC One X had a known issue with SS, which Vodafone acknowledged last July, but a fix was never forthcoming. I wonder if that issue has rolled over to the HTC One?

Thanks,

  Brian Faichney.

[Retired-PaulE]

Hi Brian, 

I've checked your screenshots and everything looks fine but your Sure Signal hasn't updated with us since early December!

This is probably the cause of the issues so I've forced a resynch through for you now, can you reset your unit and let me know how you get on?

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Thanks

Paul