New Iphone 5 not connecting to sure signal but another new IPhone 5 does

[GreatSnorer]

We have just upgraded our phones to a Iphone 5's.  One of the phones is not connecting to sure signal.  The affected number is the owner of the Sure Signal. The other (mine) phone is connecting ok. We have rebooted the Sure Signal and unsubscribed the phone that works and resubscribed but cannot do this with the owner phone to try and resync it. Added to the frustration is that the Vodafone is not working today so we cannot access the Sure Signal account to change owners to try that route.

[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

[GreatSnorer]

Your speed test results from here. Download 5.53 Mbps Upload 0.33Mps

Your ping test results from here. 75ms Jitter 34ms

Your external IP address from here. 212.159.46.95

The results of a traceroute. 

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  dsldevice.lan (192.168.1.254)  65.007 ms  52.979 ms  100.165 ms

 2  lo0-central10.pcl-ag07.plus.net (195.166.128.188)  39.632 ms  146.794 ms  37.766 ms

 3  link-a-central10.pcl-gw01.plus.net (212.159.2.184)  36.150 ms  37.448 ms  46.731 ms

 4  xe-9-0-0.pcl-cr01.plus.net (212.159.0.216)  40.881 ms  38.137 ms  39.802 ms

 5  ae1.ptw-cr01.plus.net (195.166.129.0)  39.790 ms  42.292 ms  42.923 ms

 6  lndgw2.arcor-ip.net (195.66.224.124)  162.280 ms  40.756 ms  44.467 ms

 7  85.205.116.6 (85.205.116.6)  43.859 ms  43.573 ms  41.765 ms

Your Sure Signal serial number:40114220086

[Retired-Kay]

Hi GreatSnorer, 

The issue is more than likely because of the upgrades so we will need to deregister the Sure Signal and then re-register it. 

If you still can't log in then drop us an email and we can help further. 

Take a look here for how to get in touch.

Thanks, 

Kay