New sure signal only picks up iPhone 5

[Vaseem702]

Hi Team,

I have a new sure signal device, version 2 I believe, and after registration it will only connect with my iphone 5. My wife's iPhone 4 and my work iPhone 4s both fail to connect.

i have removed them , re added them, de registered my sure signal, reset my sure signal and its the same behaviour every time. I have seen some similar threads on the eforum advising the fix for this is to have my sure signal box re sync'd ?

Cold you please advise ?

Thanks

[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

[Vaseem702]

Hi,

Please see results below: Please let me know if you need anything else. Thanks

Sure signal serial number is 40120521444

http://www.speedtest.net/result/2476403841.png

Download 26.10mbps

Upload 8.95mbps

Ping 32ms

Jitter 4ms

Your IP Address is: 86.136.242.42

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub.home (192.168.1.254)  1.425 ms  5.844 ms  0.851 ms

 2  217.32.146.72 (217.32.146.72)  5.808 ms  12.636 ms  14.401 ms

 3  217.32.146.142 (217.32.146.142)  8.594 ms  8.897 ms  6.199 ms

 4  213.120.177.42 (213.120.177.42)  7.894 ms  7.876 ms  7.970 ms

 5  217.41.168.35 (217.41.168.35)  7.720 ms  7.962 ms  7.886 ms

 6  217.41.168.107 (217.41.168.107)  7.564 ms  8.379 ms  7.592 ms

 7  acc1-10gige-0-0-0-6.l-far.21cn-ipp.bt.net (109.159.249.90)  7.988 ms

    acc1-10gige-0-7-0-5.l-far.21cn-ipp.bt.net (109.159.249.86)  7.278 ms

    109.159.249.112 (109.159.249.112)  20.124 ms

 8  core2-te0-15-0-16.faraday.ukcore.bt.net (109.159.249.25)  10.277 ms

    core1-te0-7-0-7.faraday.ukcore.bt.net (109.159.249.23)  11.517 ms

    109.159.249.21 (109.159.249.21)  15.119 ms

 9  host213-121-193-97.ukcore.bt.net (213.121.193.97)  7.502 ms

    host213-121-193-109.ukcore.bt.net (213.121.193.109)  8.549 ms  8.353 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  9.209 ms  9.565 ms  12.286 ms

11  85.205.116.6 (85.205.116.6)  9.337 ms  9.314 ms  9.426 ms

12  * * *

13  * * *

[Retired-Kay]

Good Morning Vaseem702, 

Thank you for supplying this information. 

I've checked your serial number and it's only showing one mobile number is a member of the Sure Signal, I'm assuming this is the iPhone 5. You will need to log in to My Account and register the other numbers as members, this should then resolve the issue. 

Let me know if I can help further. 

Kay

[Vaseem702]

Hi, I've added a second number now and restarted the phone.

the phone is still not picking up the sure signal. When making a call the sure signal light does not flash to indicate a call is being made and the reception bars are still only showing 1 or 2 bars.

My iPhone 5 connects fine to the sure signal box.

Thanks

[Jenny]

Hi Vaseem702,

Thanks for getting back to us.

I’ve checked your serial number and this is now showing as having 2 numbers registered.

Please try putting the phone into airplane mode for a minute and then back to normal and it should then connect with no problem

Let me know how you get on.

Cheers,

Jenny 

[Vaseem702]

Hi,

Thanks, this is now working. Thanks for your assistance with this. I have a second sure signal that's been working without issue for many months but when I tried to add a new phone last week, it behaved the same as the one you just fixed.

That phone did not pick up the sure signal. Is there anything that can be done for that sure signal box ? 

Thanks 

[Ben_H]

Hi Vaseem702,

If you can supply the Serial number for the other unit, we can check to see how many are registered and if it needs a manual re-synchronisation too.

Cheers, Ben

[Vaseem702]

Hi,

thanks the sure signal serial number is 21221974662.

Thanks

[Vaseem702]

Hi ,

any update on my last post please ? 

Thanks