New troubleshooting thread for V 3 available?

[Reading1801]

Hi I was going to use the self help threads but it only seems to cover v1 and v2.  Can you add a new one for v3?

[Reading1801]

Spoiler

I have power and the next two lights white, but its showing none of the 3 phones are using the signal ie last light is off

Your speed test results from    32.836mbps

Your ping test results from 23ms

Your external IP address from 80.7.135.173

The results of a traceroute. See below

Your Sure Signal serial number: 40124239902

Traceroute:-

  1    20 ms    38 ms    11 ms  10.159.72.1

  2    33 ms    13 ms    12 ms  winn-core-2a-ae7-1192.network.virginmedia.net [62.253.123.77]

  3    31 ms    12 ms    25 ms  brnt-bb-1c-ae2-0.network.virginmedia.net [62.253.96.169]

  4    48 ms    14 ms    19 ms  brnt-bb-1a-ae11-0.network.virginmedia.net [62.253.174.29]

  5    31 ms    14 ms    12 ms  glfd-bb-1b-as1-0.network.virginmedia.net [212.43.163.105]

  6    14 ms    38 ms    38 ms  glfd-tmr-1-ae5-0.network.virginmedia.net [213.105.159.46]

  7    16 ms    16 ms    59 ms  tcl5-ic-1-as0-0.network.virginmedia.net [62.253.185.78]

  8    40 ms    18 ms    38 ms  LDNGW1.arcor-ip.net [195.66.224.209]

  9    25 ms    40 ms    35 ms  85.205.116.14

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

[Retired-Andy]

Hi Reading1801,

The lights you’re seeing indicate the Sure Signal is broadcasting a signal and ready to take a call.

There are no issues with your IP and the traceroute, so from that point everything is fine. I’ve also checked our systems and can see that your Sure Signal is showing as active and connected with our servers at 16:05 yesterday afternoon. Are you still experiencing issues or are you now able to use the Sure Signal for calls?

Thanks

Andrew

[Reading1801]

The light that is supposed to come on to show its being used hasn't come on at all , reception on phones hasn't changed 

[Retired-James]

Hi Reading1801,

Thanks for the update here.

As mentioned everything seems fine with the registration and the results of the tests that you have provided.

Can you confirm what phones you are using with the Sure Signal?

In the meantime I have also re-synced the Sure Signal for you to see if this gives it the kick that it needs to pick up the handset properly.

James

[Reading1801]

Hi main one is blackberry 8520. Others are orange san francisco and jiayu g2

[Jenny]

Hi Reading1801,

Thanks for getting back to us.

The BlackBerry 8520 isn’t a 3G device so this won’t work with the Sure Signal.

The Jiayu G2 is a 3G device and is quad band. Please note however, that this is a dual SIM device and isn’t a one that we support so we’re limited as to what we can advise.

Can you let us know, are you currently using 2 SIMs in the phone? If so, is there an option to deactivate/switch off access to one of the SIMs?

Also, I appreciate that this may sound like an odd question, however can you confirm that it is a Vodafone UK SIM card that is being used?

Thanks,

Jenny

[Reading1801]

Stupid me on the BlackBerry ! The jiayu has a 3g and non 3g slot, the card is in the right slot, yes it is a uk sim supplied directly by you on contract.

[Retired-PaulE]

Hi Reading1801, 

As the Jiayu handset isn't one that we support we can't guarantee that it's compatible with the Sure Signal unit.

Can you borrow another 3G handset from a friend/family member and pop your SIM into that to test your connection?

Paul