New user added but getting no 3g signal

[dmm2101]

I have a new Blackberry Bold 9790 which has been added ok as a new user to my Ver3 Sure Signal. The SS has been working fine since it was connected about 3 months ago when another Blackberry Bold 9790 was set up as the adminstrator. That original 9790 continues to have full signal and works fine in the home, the new 9790 however has no signal at all. I have inserted the original 9790's SIM into the new 9790 and it then gets a full signal, so the problem is not with the new handset or settings but with the SIM for the new phone not being recognised by the SS.

I have power cycled both my Sure Signal and the broadband router but all to no avail, do I need a re-sync of the SS?

[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

[dmm2101]

Hi Matt,

I have been through the troubleshooting guide already without success and as I stated the VSS works fine for other handsets previously registered, my problem is with the newly registered handset!!

Regards,

David

[dmm2101]

Hi Matt,

The requested test results are:

Speed Test.

Download speed 2.29Mb/s

Upload speed 0.39Mb/s

Ping 53ms

Seperate Ping Test.

0% Packet Loss

50ms Ping

1ms Jitter

External IP Address.

95.149.134.6

Trace results (fails at 85.205.116.14).

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\David Martin>tracert 212.183.133.177

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

1 4 ms 3 ms 2 ms 192.168.1.1
2 24 ms 23 ms 24 ms esr3.reading4.broadband.bt.net [217.41.220.142]

3 26 ms 24 ms 24 ms 217.41.220.125
4 25 ms 26 ms 26 ms 213.1.67.46
5 26 ms 28 ms 28 ms 213.1.78.252
6 37 ms 38 ms 39 ms 213.1.79.142
7 36 ms 35 ms 35 ms 213.1.79.165
8 42 ms 39 ms 36 ms 87.237.20.242
9 49 ms 47 ms 51 ms 80.157.131.53
10 58 ms 56 ms 54 ms f-ed5-i.F.DE.NET.DTAG.DE [217.5.95.10]
11 58 ms 65 ms 61 ms 80.150.168.30
12 81 ms 72 ms 71 ms 92.79.213.129
13 73 ms 76 ms 71 ms 92.79.213.154
14 72 ms 70 ms 70 ms 85.205.116.14
15 * * * Request timed out.
16 * * ^C

My Sure Signal serial number is. 40124232949

Regards,

David

[Retired-James]

Hi dmm2101,

Thanks for the update here.

From what I can see everything looks fine however, can you confirm when the number was added as it can usually take up to 24 hours to activate fully?

Also, did the new number receive the text to confirm that it had been added to the Sure Signal?

In the meantime I have also re-synced the Sure Signal for you to see if this picks up the change.

James

[dmm2101 · Accepted solution]

Hi James,

The re-sync has done the trick the new handset now has full signal!!:smileyhappy:

Hopefully I wont have to go through this for every new phone in the future....

Many Thanks

David