My Sure SIgnal doesn't like text messages

[aslord99]

Here's a strange one:

My sure signal won't let my wife's HTC Desire send texts without several attempts, and they take ages to arrive too. No problem when she is out and about, just at home when on the SS.

No problems with my One S so it could be a phone / SIM issue.

She has recemtly had a new Sim when she transferred from PAYG to contract. Phone shows full signal on the SS so it's definitley picking up a signal. All SS lights are reporting all is well.

Any ideas? She says the call quality is iffy too, whereas it's perfefct on my One S

Thanks

Steve

[aslord99]

Well I've tested it a bit more - calls won't come in or go out on the Desire, but fine on the One S.

But switching off the SS and all is well, sounds like the phone and the SS aren't friends.

[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

[Retired-Dave]

Hi aslord,

In additional to these basic checks - the Sure Signal serial number is the most important of these as you seems to have a working connection - are you able to try swapping her SIM card into an alternate handset to test?

I realise that it won't fit in yours, but this will help to see if the issue follows that or stays with the handset.

Can you also try removing her number, re-adding it and then resetting the Sure Signal box:

• 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.

Dave

[aslord99]

Thanks chaps, I'll give that lot a try.

[aslord99]

Hi,

Sorry for delay in replying, I've now done the following:

The reset procedure you outlined

The diagnostics (results below)

Taken the troublesome phone on and off the list of registered users.

Where I am now is that it works absolutely fine with my SIM card (in both HTC One S and Nexus 4), it won't work with my wife's SIM card (in both HTC Desire and Galaxy Ace 2) nor another SIM card that I had kicking around.

All the lights are on correctly.

Any help appreciated! Results from diagnostics:

Speedtest results: 8.26 Meg download, 2.64 Meg Upload (This was on wireless, it’s a 60 Meg line)

Pingtest results: Packet Loss 0%, Ping 77ms, Jitter 23ms, Quality B, MOS 4.34

IP address: 92.237.64.27

Traceroute:

  1     *       75 ms    <1 ms  router.sl [192.168.1.1]

  2    23 ms     7 ms     7 ms  10.15.176.1

  3    50 ms    16 ms     8 ms  aztw-geam-1a-ge136.network.virginmedia.net [80.1

.242.57]

  4    23 ms     9 ms     7 ms  aztw-core-2a-ae2-0.network.virginmedia.net [80.1

.241.9]

  5    71 ms    36 ms    23 ms  brnt-bb-1c-ae11-0.network.virginmedia.net [80.1.

240.173]

  6    32 ms    29 ms    15 ms  brhm-bb-1c-ae8-0.network.virginmedia.net [62.253

.174.126]

  7    37 ms    21 ms    21 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250

.15.210]

  8    39 ms    36 ms    31 ms  LNDGW2.arcor-ip.net [195.66.224.124]

  9    34 ms    22 ms    18 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     *        *        *     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.

Serial No:

40113703942

[Retired-PaulE · Accepted solution]

Hi aslord99, 

Everything looks as I wold expect it to and your Sure SIgnal updated with us last night - the only anomaly I can see is that a location move has been detected iin the past and not updated.

Can you log into your online account and update the postcode (juct change it to a different one and change it back after 5 minutes).

If it's still not working after this, we'll need to change the SIM card that your wife uses.

Just in case, I've sent you a PM with instructions on how to contact the team, if you need us to swap the SIM follow these and we'll be in touch as soon as we can.

You can find your PM inbox here

Paul 

[aslord99]

Thanks for the quick reply Paul, trying it now, will let you know.....

[aslord99]

Good news, that fixed it for one of the phones / SIM cards completely.

No joy on my wife's SIM card yet, but before we decide to do a SIM swap, I will add her back on as a user, then do the postcode swap and see if  that does the trick - it worked for the first phone.

Getting there!

[aslord99]

Success! Postcode swap did the trick. Thanks for help.